Agency Account & Customer Success Manager

Paul Gough Media•Celebration, FL

4d•$50,000 - $60,000•Onsite

About The Position

Paul Gough Media is hiring an Agency Account & Customer Success Manager to oversee the success, satisfaction, and retention of a portfolio of approximately 12–15 Agency clients. This hands-on, client-facing role combines strategic account management, marketing execution oversight, project coordination, and proactive customer success. The manager serves as clients’ primary point of contact and ensures they receive contracted marketing deliverables, use PhysioFunnels, implement recommendations, and achieve measurable business results. The role works closely with paid advertising, website, content, AI, and fulfillment teams to deliver accurate, timely, high-quality work. Responsibilities span client onboarding and relationship management; PhysioFunnels implementation and client education; marketing strategy and growth planning; workshop marketing and lead generation; paid advertising performance oversight; content production and quality control; and internal project coordination. The manager owns the quality, accuracy, and timely delivery of work across assigned accounts, even when other team members execute individual deliverables. Success is measured through client retention, satisfaction and engagement, platform adoption, response times, deliverable quality and completion, deadline performance, workshop and marketing results, and effective portfolio management. The position is in-office in Celebration, Florida, Monday through Friday, 9:00 a.m. to 5:30 p.m. The stated salary is $50,000–$60,000.

Requirements

Experience in digital marketing, agency account management, customer success, project management, or a related client-facing role is preferred.
Strong organizational skills and ability to manage multiple priorities.
Confident and professional client communication skills.
Understanding of digital marketing, lead generation, and client growth strategies.
Comfort learning and troubleshooting technology.
Strong attention to detail and high standards for accuracy.
Ability to balance strategic thinking with hands-on execution.
Ability to hold clients and internal teams accountable for next steps.
Proactive problem-solving and ownership of client responsibilities.
Ability to manage client relationships, deliverables, and projects while maintaining service quality, engagement, and retention.

Responsibilities

Serve as the primary relationship owner and point of contact for Agency clients, including onboarding and transition to ongoing services.
Conduct bi-weekly client strategy and performance calls; document meeting notes, action items, and communication history.
Monitor client engagement, satisfaction, marketing performance, and account health; identify at-risk clients and implement improvement or re-engagement plans.
Develop clear action plans, provide strategic guidance, and ensure clients understand and receive the value of contracted services.
Act as the liaison between clients and internal departments, own escalations, and ensure issues are resolved promptly.
Become proficient in PhysioFunnels and drive client adoption and consistent use of its features, workflows, automations, forms, and campaigns.
Provide hands-on platform assistance, troubleshoot client issues, coordinate technical support, and educate clients on using the system for lead generation, follow-up, and patient conversion.
Develop and oversee marketing strategies, monthly marketing and content plans, social media strategies, promotional messaging, email campaigns, blogs, and scripts.
Support client branding, rebranding, referral marketing, promotional initiatives, and campaigns for events, podcasts, and recruitment when applicable.
Review marketing performance and recommend adjustments aligned with client business objectives; stay current on relevant marketing trends and platform updates.
Plan and coordinate workshop marketing campaigns, timelines, calendars, trackers, promotional assets, and PhysioFunnels workflows.
Monitor workshop registrations, attendance, lead conversion, and campaign results; identify improvements and collaborate with the Meta Ads team on lead generation.
Coordinate workshop promotion across applicable marketing channels and ensure clients implement recommended workshop processes.
Work with Meta and Google Ads specialists to align advertising with client objectives; review performance, lead quality, cost per lead, and conversion metrics; communicate results and recommendations.
Coordinate advertising requests and changes, identify performance concerns, and escalate issues promptly.
Oversee contracted marketing content; review and proof content within 24 hours and ensure accuracy, quality, branding consistency, and compliance with applicable Meta advertising requirements.
Contribute to content creation, copywriting, and video editing when needed; ensure client-facing materials are reviewed and approved before publication and correct errors before publication.
Manage multiple client projects and deliverables; coordinate with marketing assistants, advertising specialists, developers, designers, copywriters, and other fulfillment teams.
Assign, monitor, and follow up on tasks in Monday.com; maintain timelines, priorities, and deadlines; gather client assets, feedback, and approvals.
Identify bottlenecks, missed tasks, and potential delays; communicate project status and priorities to internal teams and ensure contracted deliverables are completed accurately and on time.
Maintain approximately 12–15 active client accounts while meeting retention, engagement, response-time, completion, quality, and deadline KPIs.