Customer Success Manager

Trivium

14d • $8,000 - $10,000 • Remote

About The Position

The Customer Success Manager will manage a portfolio of home improvement clients for a growing Meta ads agency serving kitchen and bathroom remodeling companies and other contractors across the United States. The role owns client relationships, retention, and results, partnering with media buying and creative teams in a pod alongside another CSM. The new hire will spend the first month shadowing the current CSM before taking over a group of accounts, beginning with around 20 and potentially growing to 40–50 at full load.

The CSM will maintain client communication, monitor lead flow and results, anticipate and escalate issues, and support timely collection of expected MRR. They will also seek referrals, reviews, and testimonials from satisfied clients. The position includes contributing proven customer success processes, documenting effective practices, and helping build a scalable client success system. The role reports directly to the founder and offers a stated growth path toward leading a team of CSMs and potentially pod management or operations leadership.

Requirements

• Client success or account management experience with home improvement or contractor clients; kitchen and bath remodeling experience is ideal and is stated as the number one requirement.
• Personally managed 20 or more client accounts at the same time.
• Organized and fast, with reliable follow-up without needing reminders.
• Clear and confident communication, including the ability to handle difficult client conversations.
• Fluent English, written and spoken.
• Available Monday through Friday, 8 AM–5 PM CST.

Nice To Haves

• Agency experience, ideally in lead generation or Meta/Google ads for local service businesses.
• Experience at a scaling company and a track record of helping build customer success processes.

Responsibilities

• Own a portfolio of client accounts end-to-end, including client relationships, retention, and results.
• Serve as the main point of contact for each client.
• Shadow the current CSM during the first month, then take over a group of clients.
• Run regular client check-ins and keep clients informed about results, lead flow, and next steps.
• Identify problems proactively and escalate them to the team the same day.
• Ensure expected MRR is collected on time.
• Earn referrals, reviews, and testimonials from satisfied clients.
• Bring and implement customer success processes for onboarding, client health tracking, reporting cadence, and churn prevention.
• Document effective processes and practices so the team can scale them.

Benefits

• Base pay plus performance bonuses, with on-target earnings of $8,000–$10,000 per month.
• Monthly bonuses tied to MRR collected, qualified referrals booked, client reviews, and testimonials.
• 100% remote role.
• Growth path to lead a team of CSMs as CSM Manager, with potential to grow into pod management or operations leadership.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed