Hi there!
Most client success roles at agencies are inbox management with a nicer title. You chase approvals, forward files, and apologize when something runs late.
This one is different, and we want to be clear about how.
At PEMA, the Client Success Manager owns the strategy. You decide who a client should be talking to, what the outreach should say, and whether the content our team built is good enough to send. You lead the brand strategists, designers, project manager, and account managers toward results you are responsible for.
You will have our SOPs, playbooks, and software behind you, so the systems are built and documented. What you bring is the ownership. When a campaign is not converting or a client is unhappy, that is yours to solve.
It is a lot, and we would rather you know that before you apply than after you start.
About PEMA
We are a LinkedIn marketing agency. We build authority, thought leadership, and predictable B2B pipeline for founders, executives, and sales teams.
We are an award-winning agency that has run LinkedIn since 2018, and served more than 1,000 companies since. In fact, other marketing agencies quietly hire us to run their outreach, which is why people in the industry call us the agency's agency.
We are also small, family-run, and fully remote. You will work directly with our Co-Founder and COO every week, on strategy, not status updates.
Our five values (PEMA P.O.W.E.R.)
P = Pioneer: We pioneer the future. We move first and think ahead, always looking for smarter paths that improve how we work and how clients succeed. We stay curious, innovate to dominate, and stay relentless about growth, because we refuse to be average.
O = Ownership: We take extreme ownership. We take full responsibility for outcomes and solve problems without waiting for someone else to act. We own our goals, decisions, and results, admit mistakes when we make them, and adjust fast so we never repeat them.
W = Win: We are resolved to win. We find a way to succeed in any environment and see every problem as an opportunity with a solution.
E = Excellence: We pursue excellence. We consistently strive for the highest standard of performance, improving our skills and systems so quality rises over time. We treat the small details as signals of our culture.
R = Results: We count results over everything. We measure success by results that matter to clients and the team. We focus on impact, not activity, and we obsess over results because they create exceptional client experiences.
These are not wall decorations. Extreme ownership in particular is the one we hire and fire on, and it is the reason this role exists.
Duties and Responsibilities
You will serve as the primary point of contact and campaign strategist for a portfolio of 30 to 40 clients, directing an internal delivery team and remaining accountable for client results.
Client Management
- Serve as the main point of contact for all clients in your portfolio
- Conduct onboarding calls to gather client business information, target buyers, offers, and goals
- Lead kickoff calls to present the brand playbook prepared by the strategy team
- Conduct monthly client calls covering campaign analytics, performance, and strategic adjustments
- Manage client communication across Slack and email, and resolve issues as they arise
- Onboard new clients and manage the offboarding process for clients transitioning out
Campaign Strategy and Execution
- Develop and finalize the outreach strategy for each client, including target audience and messaging
- Build targeting and outreach copy within our internal copywriting and outreach software
- Hand off completed campaigns to the delivery team for launch
- Monitor campaign performance and make optimizations to improve results
- Align outbound strategy with each client's content strategy
Team Oversight
- Oversee brand strategists responsible for brand playbooks and monthly content calendars
- Review and approve all client-facing content and design work before delivery
- Provide clear, actionable feedback to strategists and designers
- Coordinate with the project manager to ensure all deliverables meet deadlines
- Work alongside account managers and appointment setters to ensure booked meetings meet client criteria
Retention and Growth
- Retain clients through the pilot period and into long-term engagements
- Identify and present upsell opportunities within your portfolio
- Generate referrals from existing clients
How we will measure you
We are publishing this up front because you deserve to know exactly what you are signing up for.
Client retention
Clients stay, renew, and move from pilot into long-term
Account growth
Upsells, expansion, and referrals from your portfolio
On-time delivery
Content calendars and campaigns ship when they should
Client health
Clients feel guided, informed, and like they are winning
Your bonus is tied to retention, upsells, and referrals, so when your clients win, you earn more.
Who this is for
You have three or more years in client success, account management, or client strategy at a marketing agency. You have carried a portfolio, been the person a client escalates to, and held onto accounts that were close to leaving.
You are also someone who:
- Looks forward to client calls rather than dreading them
- Can tell a client something difficult and have them thank you for it later
- Knows B2B lead generation well enough to hold a real opinion on targeting and messaging
- Has run or directed content, and knows the difference between a post that builds authority and a post that fills a slot
- Works remotely without anyone checking whether you are working
- Is an accidental project manager, meaning you naturally track the moving pieces and follow up on them without being asked
- Is extremely detail-oriented, and comfortable juggling multiple roles and responsibilities at once
- Is organized, a natural leader, and problem solver
LinkedIn outreach, personal branding, or thought leadership experience is a strong plus. If you have run LinkedIn campaigns, tell us about it.
Who this is not for
- Anyone who needs a manager to set their priorities each week
- Anyone who prefers to escalate a client problem rather than solve it
- Anyone looking for their first agency role
- Anyone who goes quiet when a client is unhappy
What we are offering
- $65,000 base salary, plus a performance bonus tied to retention, upsells, and referrals. Realistic first-year total compensation is $70,000 to $75,000. No cap on bonuses.
- Fully remote. We have been remote since the beginning and we are good at it.
- Direct access to our founders. You will work with our Co-Founder and COO regularly, on real strategy.
- A system that is already built. SOPs, playbooks, software, and a documented process for everything, so you are stepping into structure rather than inventing it.
- Room to grow. This role is the front door to leading a client success team as we scale.
- A team that is genuinely kind. We work hard, we hold a high bar, and we like each other. None of those are in conflict here.
Here's What To Do Next...
Apply through the link below.
Send us your resume, and then take the time to write a Cover Letter that tells us about YOU.
Not some wishy-washy cover letter explaining everything we can already see on your resume.
We want the details.
The juice.
The nitty-gritty.
Specifically, why you think you would be the perfect fit for this role, and why PEMA.
If you can't take the time to do this, please don't waste our time or yours by applying.
We read every single one.
We are interviewing now and moving quickly. If you have not heard from us within 14 business days, we have moved forward with other candidates for this round.
Best of luck.
PEMA is an Equal Opportunity Employer and we welcome applicants from every background.
Job Type: Full-time
Pay: $65,000.00 - $75,000.00 per year
Benefits:
- Paid time off
- Work from home
Compensation Package:
- Bonus opportunities
- Performance bonus
Work Location: Remote
