Operations & Client Success Manager

What you will do:

We're looking for an Operations & Client Success Manager to take ownership of everything that happens after a client is signed. This is a highly strategic, client-facing leadership role where you'll oversee client success, streamline operations, improve internal systems, and coordinate the delivery of services across Meta Ads, organic content, and production projects. You'll become the primary point of contact for clients while building the operational infrastructure that allows the agency to scale efficiently. This role is ideal for someone who combines exceptional relationship management skills with a strong operational mindset and thrives in fast-paced agency environments.

What You'll Own

Client Success & Retention

• Own the client relationship from onboarding through renewal, serving as the primary point of contact and liaison between clients and the founder.
• Drive client success by monitoring campaign and content performance, identifying issues early, and coordinating internal teams to deliver solutions.
• Deliver proactive reporting and updates so clients always have visibility into performance and progress.
• Build trusted client relationships, manage expectations, navigate difficult conversations, identify upsell opportunities, and support long-term retention.

Operations & Systems

• Build, document, and continuously improve Standard Operating Procedures (SOPs) across all service lines.
• Identify operational inefficiencies and implement scalable systems and automations using tools such as GoHighLevel and Slack.
• Own onboarding workflows, project management processes, internal documentation, and team accountability.
• Create the operational infrastructure needed to support the agency's continued growth.

Team Leadership

• Manage and coordinate the current team, including the GoHighLevel Specialist, Executive Assistant, Social Media Manager, and Video Editor.
• As the agency grows, oversee additional team members including Media Buyers, Creative Strategists, and Scriptwriters.
• Set clear expectations, facilitate regular check-ins, monitor performance, and ensure deadlines and quality standards are consistently met.