Customer Success Manager

Become the glue that holds the client experience together and help scale Ads Daddy to the next level. Reports to: Founder (Adrian) Start: January 2026 Salary: $75,000 + performance bonuses (NPS + churn + client retention) Location: Brisbane preferred (hybrid). Remote work is considered for the right candidate. Company Snapshot Ads Daddy is a fast‑growing performance marketing agency specialising in: Lead generation (PPL) Local service advertising Paid ads (Meta, Google) Funnels, creative, and conversion optimisation We operate fast, communicate clearly, and build systems that scale. Our clients expect world‑class communication, speed, and proactivity — and that’s where you come in. We’re expanding our onshore team and looking for a Client Success Manager who is organised, proactive, and obsessed with delivering a great customer experience. This is a high‑impact role that works directly with the Founder to drive retention, client happiness, and smooth delivery. We value speed, clarity, and ownership — not bureaucracy. If that’s you, you’ll thrive here. ⭐ The Challenge (aka the Job) The Client Success Manager (CSM) is responsible for client communication, retention, project coordination, reporting, and delivery oversight. You will be the primary point of contact for clients, ensuring they feel supported, understood, and guided while coordinating our internal specialists (ads, creative, funnel, automation) to deliver campaigns on time. This role frees the Founder from day‑to‑day delivery and ensures the agency can scale while maintaining elite service. Core Responsibilities Client Relationship & Communication (40%) Be the main point of contact for a portfolio of 10–20 active clients Manage onboarding and monthly check‑in calls Respond to client questions within 24 hours Proactively update clients on campaign progress Maintain strong relationships and high NPS Delivery Coordination (25%) Work alongside ads specialists, editors, and funnel builders Ensure tasks are assigned, tracked, and delivered on time Move briefs, assets, and approvals smoothly Escalate performance issues quickly Reporting & Performance Insights (15%) Prepare weekly/monthly performance summaries Present insights using simple, non‑technical language Identify optimisation opportunities Ensure tracking/reporting is accurate Operations & Systems (10%) Maintain dashboards and internal documentation Improve communication SOPs Keep ClickUp/GHL tasks up to date Spot inefficiencies and recommend improvements Retention & Growth (10%) Reduce churn through proactive communication Identify upsell/cross‑sell opportunities Monitor client sentiment and intervene early Build trust and authority with every interaction ⭐ Success Metrics (KPIs) Client churn rate < 5% Client satisfaction / NPS > 70 Median response time < 24 hours 90%+ tasks delivered on time Renewals and upsells achieved 100% clean, accurate reporting ⭐ Who You Are (Ideal Candidate) You have: Experience in digital marketing, advertising, or agency account management (preferred) Excellent communication skills — written & verbal Strong project management skills Ability to translate ad data into human, simple language Strong emotional intelligence & client empathy A proactive mindset — you don’t wait to be told High attention to detail, organised, reliable Comfortable owning outcomes — not just tasks Bonus points if you: Have experience with Meta Ads or Google Ads Have worked in performance marketing Understand funnels, tracking, CRM, or automation Have used ClickUp or GoHighLevel Enjoy problem‑solving Love fast‑moving startup environments ⭐ The Experience You’ll Have Work directly with the Founder Be part of a high‑performance culture Have real responsibility from day one Make decisions that directly impact revenue Build systems used by future team members Work with clients across multiple industries Grow with a company scaling to $100k+/mo This is NOT a corporate job. This is a builder role with big growth potential.