Customer Success Manager

About the Role

The Client Success Manager owns relationships with 25-30 active US-based clients — small-to-mid-sized business owners in landscaping, hardscape, and home services. You serve as the bridge between our internal team (media buyers, web developers, video editors, SEO specialists) and the client.

Your primary responsibility is client retention. You build relationships, manage expectations, troubleshoot issues, and keep clients engaged with Goat Media as long as possible. This role requires significant emotional intelligence — clients are often first-time agency buyers, sometimes skeptical from prior bad experiences, occasionally frustrated when results take time. You must absorb frustration without taking it personally and respond with calm, professionalism, and solutions.

Key Responsibilities

• Client Onboarding: Lead kickoff calls for every new account, gather assets and information ...