Strive Online is a fast-growing UK marketing agency for home improvement businesses. We work with tree surgeons, landscapers and roofers. We run their Meta ads, call their leads and book quotes straight into their diaries. We work with 70+ clients and are growing quickly, so we’re building out our Client Success team.
The role
You’ll look after 30–40 client accounts as their main point of contact, and report to our Head of Client Success. Your job is to make sure every client understands their results, feels looked after and stays with us. If you love people, are organised and can keep a calm head when a client is frustrated, this role is for you.
What you’ll do
- Run onboarding calls with new clients: set expectations, agree their 90-day target and get them set up
- Hold weekly calls with every client in their first month, plus a review at day 28
- Reply to client messages the same day in their WhatsApp groups
- Explain results clearly, including leads, cost per lead and booked quotes, in plain English
- Spot unhappy or quiet clients early, and work with our ads team to fix problems fast
- Log every complaint and see it through to a fix
- Chase payments and keep billing up to date
- Ask happy clients for reviews, testimonials and video case studies
- Keep client notes and tasks up to date in our system
What we’re looking for
- 2+ years in account management, client success or customer service, ideally at an agency
- Genuinely client-focused: you enjoy talking to people and building relationships
- Confident on the phone, including difficult conversations about results or payments
- Highly organised, able to manage 30–40 clients without anything slipping
- Clear, friendly written communication
- Comfortable with data: you can read a simple report and explain it
- Experience with tradespeople, home improvement or Meta ads is a big plus
What you get
- [£X] a month, plus a bonus for keeping clients
- Fully remote
- A key role in a fast-growing agency, with room to progress as the team grows
- Support and training from our Head of Client Success
