Customer Success Manager

The Reality CheckMost agency CSM roles are just "glorified customer service." You Chase tasks, apologize for delays, and act as a human punching bag.This is not that roleAt Grow Nearby, we don't hire task-chasers; we hire strategic partners. We are a Tampa-based, Inc. 5000 recognized agency that dominates the home service niche (HVAC, Plumbing, Garage Doors—the blue-collar backbone of America). We are scaling and we need a CSM who can run their portfolio like a high-growth business.The OpportunityYou’ll own a portfolio of client relationships from onboarding forward. You will have the trust, the latest AI-driven tools, and the executive support to manage your accounts with total ownership. We work alongside a team that genuinely has your back—no silos, no finger-pointing, just growth.Hybrid ScheduleWork from home: Monday & FridayIn-office (Tampa): Tuesday–ThursdayWhat You’ll OwnClient Leadership & Relationship ManagementServe as the primary strategic point of contact for assigned clientsLead onboarding, alignment, and long-term relationship strategyBuild trust with business owners and key decision-makersCommunicate proactively, clearly, and confidentlySet expectations and guide clients through performance conversationsRetention, Growth & Account HealthOwn client retention and long-term successAnticipate challenges before they become problemsLead high-level performance reviews and strategy callsIdentify expansion opportunities aligned with client goalsAdvocate for clients internally while maintaining operational efficiencyStrategy & Cross-Team CollaborationPartner closely with SEO, PPC, website, and content teamsTranslate client goals into actionable marketing strategiesEnsure deliverables align with agreed timelines and expectationsProvide clear direction, feedback, and prioritization to internal teamsCulture & Leadership ImpactModel strong communication and professionalismContribute to improving processes and client experienceHelp elevate standards across the Customer Success teamBe a positive, solutions-focused presence internally and externallyWhat We’re Looking ForThe Experience: 2+ years in Agency Account Management or Customer Success. You’ve "been there, done that" in a fast-paced environment.The Voice: You are a confident communicator who can command a Zoom call with executives and business owners.The Grit: You’re comfortable navigating difficult conversations with professionalism and poise.Bonus Points for: * Background in Home Services marketing (HVAC, Roofers, etc.).Experience managing a mid-to-large book of business without breaking a sweat.What Sets Grow Nearby Apart?Inc. 5000 Growth: We aren't just surviving; we’re thriving. Join a company that is actually going somewhere.Hybrid Flexibility: We love our Monday/Friday WFH flow, but we value the energy of our Tuesday–Thursday collaborative sessions in our Tampa office.No Micromanagement: We hire experts and then get out of their way.Healthy Culture: We respect your time, your expertise, and your life outside of work.What Success Looks LikeSix months from now, your clients don't just see Grow Nearby as a vendor—they see YOU as an indispensable part of their success. You’ll have a book of business that is stable, growing, and well-informed. You’ll feel proud of the impact you’re making on family-owned businesses across the country.Ready to grow? Let's talk.