Client Success Specialist

Position Overview

Vinnie Mac is a full-service marketing agency that helps home service and restoration contractors grow their businesses with proven digital marketing strategies. The Client Success Specialist is the primary point of contact for a portfolio of restoration clients - responsible for building strong relationships, communicating performance clearly, and ensuring clients feel supported and informed at every stage of their partnership with Vinnie Mac. 

This role is equal parts relationship management and operational follow-through. You are the connective tissue between the client and the internal teams doing the work, and the quality of that connection directly impacts retention and client satisfaction. We are also a team that embraces AI tools and expects this role to be an active participant in finding, learning, and implementing them.

---

Key Responsibilities

Client Relationship Management

• Serve as the primary point of contact for an assigned portfolio of clients and the voice of the client internally
• Build genuine rapport and long-term relationships through consistent, proactive communication
• Create and maintain proactive touchpoints that keep clients engaged and informed between scheduled meetings
• Lead monthly account overview meetings and present performance results in a clear, accessible way
• Stay attuned to client sentiment - flag disengagement, missed meetings, tone shifts, or any signals that an account may be trending at-risk before it becomes a crisis
• Address client concerns promptly and work cross-functionally to resolve them
• Advise clients on how to handle/respond to negative client reviews and social media comments (as needed)

Internal Collaboration & Advocacy

• Act as the voice of the team externally and the voice of the client internally - translating needs, feedback, and concerns clearly in both directions
• Partner with SEO, Paid Ads, Content, and Web Development teams to ensure client needs are communicated clearly and delivered on time
• Translate client feedback internally in a way that is specific and actionable
• Participate in internal planning and strategy discussions for at-risk or complex accounts
• Keep a watchful eye on account health from the client experience side - surfacing relationship and engagement concerns that fulfillment teams may not see

Reporting & Account Administration

• Deliver accurate monthly performance reports that connect agency work to client business outcomes
• Present campaign details, creative work, and recommendations for client review and approval
• Monitor the support inbox and respond to client communications promptly and within expected response times
• Support client onboarding, offboarding, and account transitions as needed
• Maintain client account assets and documentation in ClickUp
  

---

What Success Looks Like

The Client Success Specialist is successful when:

• Clients feel informed, supported, and confident in the agency's work
• Retention stays high because relationships are strong and at-risk moments are caught early
• Monthly reporting and touchpoints happen consistently and on time
• Internal teams have clear, well-communicated client context to do their best work
• Client communications are responded to promptly and professionally
• Upsell opportunities are identified and discussed when they genuinely serve the client's goals 
  

---

Requirements

Client-Facing Skills

• Comfortable conducting business conversations via phone and video calls daily
• Skilled at translating complex or technical concepts into clear, simple language for non-technical clients
• Warm, professional, and genuinely people-oriented — clients should feel like you are in their corner
• Strong written and verbal communication across email, Slack, and client-facing platforms

Marketing Knowledge

• Working knowledge of digital marketing services including SEO, PPC, content, and web — enough to have informed conversations with both clients and fulfillment teams
• Committed to ongoing learning as the industry evolves — you do not need to be an expert but you need to be curious and current
• Able to read performance data and communicate what it means without always needing someone else to translate it

Operational Skills

• Exceptional follow-up and follow-through - nothing slips through the cracks
• Strong time management and the ability to juggle multiple clients and priorities simultaneously
• High attention to detail in reporting, documentation, and client communications
• Comfortable working in ClickUp, Front, or similar project management and inbox tools
• Comfort using AI tools to improve workflows and client communication, with genuine interest in continued experimentation

Soft Skills

• Self-directed and accountable — you manage your portfolio without needing to be reminded
• Proactive by nature — you surface problems and opportunities before being asked
• Collaborative and communicative with internal teams
• Positive and steady under pressure — client-facing work requires composure when things get complicated

Bonus Experience

• Prior experience in client-facing account management role / working in a marketing agency
• Experience with Google Sheets and/or Google Looker Studio for reporting
• Familiarity with GoHighLevel or similar CRM platforms
• Experience with automations and how they can improve client communication workflows
• Knowledge of restoration, home services, or contractor industries
  

---

Compensation & Benefits

• Salary based on experience + growth/performance-based increases
• Full-time (40 hrs/week), fully remote position
• 2 weeks paid vacation + paid US holidays + sick leave
• Bereavement / Parental Leave policies
• Flexible working hours with overlap during Central Time business hours
• Professional development, mentorship from manager
• Career growth potential as the company scales

About Vinnie Mac Restoration Marketing

We are a full-service digital marketing agency that specializes exclusively in helping damage restoration and home services contractors increase their sales and dominate their local markets. For a decade, we have been the go-to agency for restoration businesses looking to generate brand recognition and quality leads through SEO, PPC, reputation management, and website optimization.

We are a group of talented thinkers, dreamers, and doers who move the industry forward and provide our clients with impeccable service. Our core values: positive team player · integrity & accountability · results-focused · always resourceful · humbly confident.