Agency Account & Customer Success Manager

Agency Account & Customer Success Manager

Paul Gough Media | Celebration, Florida | Full-Time, In-Office

Who We Are

At Paul Gough Media, we're not your typical marketing agency. We're a growth engine for private clinic owners around the world.

Founded by Paul Gough, best-selling author, speaker, and industry leader, we've helped thousands of clinics build predictable patient-generating systems through marketing, sales, and technology.

From our offices in the UK and Orlando, we deliver high-performance marketing campaigns, funnels, and CRM systems that help clinic owners grow their businesses with confidence.

Position Summary

As an Agency Account & Customer Success Manager, you are responsible for the overall success, satisfaction, and retention of a portfolio of Agency clients.

This is a hands-on, client-facing role that combines strategic account management, marketing execution oversight, project coordination, and proactive customer success.

You will serve as the primary point of contact for your clients, ensuring they receive their contracted marketing deliverables, actively utilize PhysioFunnels, implement recommendations, and achieve measurable business results.

You will work closely with our paid advertising, website, content, AI, and fulfillment teams to ensure projects are delivered accurately, on time, and at a high standard.

Your responsibility goes beyond ensuring work gets completed. You are accountable for ensuring clients are engaged, implementing the strategies we provide, seeing value in our services, and continuing to grow their businesses.

Core Responsibilities

1. Client Account Management & Customer Success

• Serve as the primary relationship owner for Agency clients.

• Take ownership of the client relationship including onboarding and ensure a smooth transition into ongoing services.

• Conduct bi-weekly client strategy and performance calls.

• Build strong client relationships through proactive communication, strategic guidance, and consistent follow-through.

• Monitor client engagement, satisfaction, marketing performance, and overall account health.

• Identify clients at risk of disengagement or cancellation and proactively implement improvement plans.

• Establish clear action plans and next steps to help clients achieve their growth objectives.

• Ensure clients understand and receive the full value of their contracted services.

• Maintain accurate client records, meeting notes, and communication history.

• Act as the primary liaison between clients and internal departments.

• Take ownership of client escalations and ensure issues are resolved promptly.

2. PhysioFunnels Implementation & Client Engagement

• Become highly proficient in PhysioFunnels and its features, functionality, and automation capabilities.

• Drive consistent client adoption and utilization of PhysioFunnels.

• Monitor client activity and identify opportunities to increase engagement and improve results.

• Provide hands-on assistance with CRM workflows, automations, forms, campaigns, and other platform functionality.

• Troubleshoot client issues and coordinate technical support when necessary.

• Educate clients on how to effectively use PhysioFunnels to support lead generation, follow-up, and patient conversion.

• Proactively follow up with clients who are not utilizing the system or implementing recommendations.

• Identify implementation gaps and develop clear action plans to address them.

• Ensure clients understand how to use the tools and systems provided to support their business growth.

3. Marketing Strategy & Client Growth

• Develop and oversee marketing strategies designed to generate leads, increase patient acquisition, and support client revenue growth.

• Create and manage monthly marketing and content plans.

• Develop social media strategies and promotional messaging.

• Oversee email marketing campaigns, blogs, scripts, and other marketing content.

• Support client branding, rebranding, referral marketing, and promotional initiatives.

• Coordinate marketing campaigns for client events, podcasts, and recruitment when applicable.

• Review marketing performance and recommend adjustments to improve results.

• Ensure marketing strategies align with each client's business objectives.

• Stay informed on relevant marketing trends, platform updates, and best practices.

4. Workshop Marketing & Lead Generation

• Become highly proficient in the Ultimate Workshop Machine process.

• Plan and coordinate workshop marketing campaigns.

• Create and manage workshop timelines, promotional calendars, and trackers.

• Oversee the creation of workshop emails, social media content, landing pages, postcards, scripts, and other promotional assets.

• Monitor workshop registrations, attendance, and lead conversion performance.

• Identify opportunities to improve workshop participation and results.

• Collaborate with the Meta Ads team to optimize workshop lead generation.

• Ensure workshop campaigns are promoted through all applicable marketing channels.

• Coordinate PhysioFunnels workflows, forms, and automations required for workshop campaigns.

• Ensure clients are following recommended workshop processes and implementing agreed-upon strategies.

5. Paid Advertising & Performance Oversight

• Work closely with Meta and Google Ads specialists to ensure advertising campaigns support client objectives.

• Review advertising performance, lead quality, cost per lead, and conversion metrics.

• Communicate campaign results and recommendations to clients.

• Coordinate advertising requests, changes, and updates.

• Identify performance concerns and escalate issues promptly.

• Ensure advertising campaigns align with workshop, lead-generation, and patient acquisition goals.

• Monitor overall campaign effectiveness and collaborate with internal teams to improve results.

6. Content Production & Quality Control

• Oversee the creation and delivery of all contracted marketing content.

• Review and proof content within 24 hours.

• Ensure social media posts, emails, blogs, videos, landing pages, and promotional materials are accurate and consistent with client branding.

• Review content for quality, accuracy, messaging, and compliance with applicable Meta advertising requirements.

• Contribute to content creation, copywriting, and video editing when needed.

• Ensure all client-facing materials receive appropriate review and approval before publication.

• Identify and correct errors before content reaches clients or goes live.

• Maintain consistent quality standards across all assigned accounts.

7. Project Management & Internal Coordination

• Manage multiple client projects and deliverables simultaneously.

• Coordinate with marketing assistants, advertising specialists, website developers, designers, copywriters, and other fulfillment teams.

• Assign, monitor, and follow up on tasks within Monday.com.

• Maintain clear project timelines, priorities, and deadlines.

• Gather required client assets, feedback, and approvals.

• Monitor task completion and ensure work progresses according to schedule.

• Identify bottlenecks, missed tasks, and potential delays before they affect clients.

• Maintain clear communication with internal teams regarding project status and priorities.

• Ensure all contracted deliverables are completed accurately and on time.

Accountability Standard: While you may not personally execute every deliverable, you are responsible for knowing what needs to be completed, when it is due, and whether it has been completed correctly. You own the quality, accuracy, and timely delivery of work for your assigned accounts.

Client Deliverables

You will oversee and ensure the successful completion of all contracted services based on each client's service tier.

Tier 2 Clients

Monthly Deliverables

• 12–15 social media posts

• 4 marketing emails

• 2 blogs

• Video editing support

• Script development

Workshop Campaign Deliverables, When Applicable

• 15 social media posts

• 25 workshop emails

• Workshop/discovery visit poster

• Postcard

• Marketing calendar

• 2 landing pages

• PhysioFunnels automations and forms

• PaulaX workflow completion, when applicable

Tier 3 Clients

Monthly Deliverables

• 12–15 social media posts

• 4 marketing emails

• 2 blogs

• Lead-generation Facebook advertising

• Video editing

• Script development

Additional Services, As Contracted

• Meta advertising management

• Google advertising management

• Website oversight and coordination

• SEO implementation support

• Email marketing campaigns

• Google Business Profile updates

• Blog and article content

• Referral marketing campaigns

• Quarterly postcard campaigns

• Press release development

• Video editing coordination

Key Performance Indicators (KPIs)

Client Retention

• Maintain a client retention rate of 98% or higher.

• Proactively identify and address at-risk accounts.

Client Satisfaction & Engagement

• Maintain strong client relationships and consistent engagement.

• Ensure clients understand and actively participate in their marketing strategies.

• Conduct bi-weekly strategy calls and document action items.

PhysioFunnels Adoption

• Drive consistent weekly usage and engagement among assigned clients.

• Identify inactive clients and implement proactive re-engagement plans.

• Ensure clients are implementing recommended systems and workflows.

Client Response Time

• Respond to 100% of client inquiries within 24 business hours.

Deliverable Completion & Quality

• Maintain a 98% or higher completion rate across assigned deliverables.

• Ensure client-facing work is accurate, approved, and meets Agency quality standards.

Deadline Management

• Maintain a 0% missed deadline rate for assigned projects and deliverables.

Workshop Performance

• Support client workshop registration, attendance, and conversion goals.

• Monitor performance and implement improvements when necessary.

Advertising & Marketing Performance

• Monitor lead generation, cost per lead, lead quality, and conversion metrics.

• Collaborate with internal teams to address underperforming campaigns.

Account Portfolio Management

• Successfully manage approximately 12–15 active clients while maintaining service quality, engagement, and retention.

Systems & Technology

You will be expected to become proficient in the platforms used to manage client accounts and Agency operations, including:

• PhysioFunnels

• Monday.com

• Microsoft Teams

• Slack

• Canva

• Microsoft SharePoint

• NAS Drive

• Outlook and Outlook Calendar

• Internal reporting and performance tracking systems

Who You Are

We are looking for someone who:

• Takes full ownership of their clients and responsibilities.

• Is proactive and identifies problems before they become escalations.

• Has strong organizational skills and can manage multiple priorities.

• Communicates confidently and professionally with clients.

• Understands digital marketing, lead generation, and client growth strategies.

• Is comfortable learning and troubleshooting technology.

• Has strong attention to detail and high standards for accuracy.

• Can balance strategic thinking with hands-on execution.

• Is comfortable holding clients and internal teams accountable for next steps.

• Enjoys solving problems and helping business owners achieve measurable results.

• Understands that client retention comes from delivering value, building trust, and consistently producing results.

Experience in digital marketing, agency account management, customer success, project management, or a related client-facing role is preferred.

What Success Looks Like

Success in this role means your clients are not only receiving their marketing deliverables but are actively using the systems and strategies provided to grow their businesses.

Your clients are engaged, attending strategy calls, implementing recommendations, generating qualified leads, and seeing measurable progress.

Projects are organized, deadlines are met, content is accurate, and potential problems are identified before they become escalations.

Most importantly, clients remain with Paul Gough Media because they trust you, recognize the value of our services, and are achieving meaningful results.

You are the single point of accountability for your clients' overall Agency experience, from marketing execution and technology adoption to satisfaction, growth, and retention.

In office Role: Celebration FL
Hours: Monday - Friday 9:00 a.m. - 5:30 p.m.
Salary: $50-60K