About
This role exists to own the client. Not a stage of the work, not a queue, not a set of tickets. The whole client, from onboarding through every video that goes live, and the outcome they signed up to get. You are the person who knows what each client was promised, whether it is happening, and what to do when it is not. You will work across strategy, scripting, recording, editing, thumbnails and uploads, making sure the right people do the right work at the right time. You will not do all of it yourself, but you will be accountable for all of it. Around 20 clients per Pod is a starting planning assumption, not a ceiling.
Responsibilities
- Own complete client relationships from onboarding through delivery and the outcomes clients signed up for.
- Start each day knowing which clients need action, what is due, and what is at risk; act on material risks the moment they appear.
- Close each day with every unresolved issue carrying a status, next action, named owner, and deadline.
- Speak to clients directly and resolve queries within two working hours; where not possible, return within two hours with the current position, what is being done, who owns it, and when they will hear from you next.
- Coordinate work across strategy, scripting, recording, editing, thumbnails, and uploads so the right people do the right work at the right time.
- Chase updates, set deadlines, and escalate internal blockers while holding coordination ownership until someone else explicitly accepts it.
- Run weekly portfolio reviews covering client health, commitments, churn exposure, and expansion opportunities.
- Spot churn signals early, build a recovery plan, and follow through until the relationship is stable or an offboarding decision has been made.
- Deliver against Client On-Time Delivery Rate, Client Query Resolution Time, and Client Engagement Rate; drive Gross and Net Revenue Retention, Logo Retention, and NPS through the work rather than pressure.
Qualifications
- Track record of owning client relationships end to end, accountable for the outcome and not just a stage of the work (must-have).
- Ability to hold around twenty clients in your head and notice the one that has gone quiet (must-have).
- Bias toward chasing things down and telling clients the uncomfortable truth early instead of the comfortable version late (must-have).
- Strong coordination and escalation instincts, keeping ownership until someone else explicitly accepts it (must-have).
- Disciplined daily and weekly operating rhythm with clear status, next action, owner, and deadline on every open issue (must-have).
- Comfortable communicating directly with clients under time pressure and resolving issues within tight SLAs (must-have).
- Prior experience in client success, account management, or production/delivery coordination in a content, creative, or agency environment preferred.
Benefits
- Competitive salary
- Paid US holidays
- Paid wellness days
- Health and wellness allowance
- Monthly profit sharing
- Long-term placement with real growth
- Continuous upskilling in AI and the craft of client success and pod leadership
- Dedicated success coaching and support