Client Success Associate

Company Overview

Tree Care Marketing Solutions (TCMS) is an award-winning digital marketing company based in Tucson, AZ that specializes in marketing for tree care companies across North America. We are a premium provider in this space – clients come to us for a comprehensive online marketing solution, including a custom website, in-depth content, PPC, SEO, and best-in-class marketing that’s completely done for them and generates exceptional results. Our clients stay with us for years and many become good friends. We go the extra mile to deliver the best possible outcomes because we really care about their success.

I. GENERAL INFORMATION

• Position title: Client Success Associate
• Work area: Client Fulfillment
• Reports to: Client Success Manager, Head of Client Success
• Positions directly supervised: None
• Positions indirectly supervised: May mentor Client Success Assistants
• Growth opportunities: Client Success Manager, Senior Client Success Manager, Client Success Director
• Full/Part-time: Full-time
• Work schedule: Business hours (9 am – 5 pm Arizona time)

II. ABOUT THIS ROLE

As a Client Success Associate, you are the "face of the agency" for your portfolio of client accounts. Clients have a relationship with YOU and depend on you to be their advocate within TCMS. You independently manage all client activities after the sales contract has been signed, building strong relationships and providing consistent support to ensure continued satisfaction and a positive client experience.

You conduct and lead weekly, biweekly, and monthly client check-in calls, coordinate project delivery, troubleshoot issues, monitor campaign performance, and communicate strategy recommendations. You work closely with technical specialists and project managers to ensure all deliverables meet client expectations and are delivered on time.

The bottom line function for this position is to retain client accounts through consistently high-quality customer service and proactive problem-solving. Your goal is to maintain strong client relationships, transition clients from satisfied to thrilled by delivering outstanding results, and maintain an enthusiastic "can do" attitude at all times when client-facing.

III. MISSION FOR CLIENT SUCCESS ASSOCIATE

To drive client retention and satisfaction by independently managing client relationships and ensuring exceptional service delivery by:

• Building and maintaining strong, trust-based relationships with a portfolio of 20-25 client accounts
• Leading all client communications and serving as their primary point of contact
• Proactively identifying and resolving issues before they impact client satisfaction
• Coordinating seamlessly between clients and technical teams to ensure on-time, high-quality delivery
• Reviewing campaign performance and providing clear explanations of results
• Managing client expectations, scope changes, and project timelines effectively
• Training and mentoring Client Success Associates to build team capabilities

IV. OUTCOMES // KPIs

Client Retention & Satisfaction

• Maintain a minimum 92% retention rate for assigned client portfolio
• Achieve a minimum client satisfaction score of 4.5/5 in quarterly surveys
• Complete 100% of new client onboarding within 30 days
• Zero client escalations due to communication failures or missed deadlines

Communication & Responsiveness

• Respond to all client inquiries within 24 business hours
• Conduct scheduled check-in calls with 100% of clients monthly (or per agreed-upon schedule)
• Maintain 100% accuracy in meeting notes and action item documentation
• Provide proactive status updates on all active projects

Project Delivery & Quality

• Achieve a minimum 95% on-time delivery rate for all client deliverables
• Complete deliverable QA reviews before client delivery 100% of the time
• Maintain zero quality-related client complaints
• Successfully manage client change requests with clear communication of timeline and cost impacts

Performance Monitoring & Insights

• Review weekly metrics and monthly reports for 100% of client accounts
• Identify and communicate performance trends (positive and negative) proactively
• Provide actionable recommendations based on data analysis
• Flag potential issues within 24 hours of identification

Team Collaboration

• Provide mentorship and guidance to Client Success Associates weekly
• Contribute a minimum of 2 process improvements per quarter
• Maintain 100% SOP compliance across all client work

V. KEY FUNCTIONS AND RESPONSIBILITIES

Client Relationship Management

• Own and manage a portfolio of 20-25 client accounts independently
• Lead all client meetings and strategic discussions
• Manage client expectations and satisfaction

Project Coordination & Delivery Management

• Define, gather, and clarify project requirements
• Coordinate project execution across teams
• Manage client change requests effectively

Performance Monitoring & Analysis

• Review and analyze campaign metrics regularly
• Communicate results clearly to clients
• Provide data-driven recommendations

Quality Assurance & Client Delivery

• Review all deliverables before client delivery
• Coordinate timely delivery of all client work

Communication Hub & Coordination

• Monitor and manage the support inbox for assigned clients
• Facilitate communication between clients and technical teams
• Document all client interactions and decisions

Problem-Solving & Issue Resolution

• Identify and troubleshoot issues proactively
• Handle client concerns and complaints professionally

Process Improvement & Documentation

• Contribute to continuous improvement initiatives
• Maintain and update documentation

Mentorship & Team Support

• Mentor and guide Client Success Associates
• Collaborate with team members

Professional Development

• Track and report on key metrics
• Participate in ongoing training and development

NOTE: This list does not encompass all tasks and is a guideline for best practices and minimum standards for this position. This may be updated at a future time.

This role would be a good fit for you if:

… at least a few of these words describe you: thorough, attentive, meticulous, detail-oriented, thoughtful, productive, efficient, flexible, and organized.

Beyond that, we’d love to talk with you if you are:

• Resourceful – You look for solutions instead of focusing on problems, even when you’re dealing with something new or unexpected.
• Extremely organized – You have an exceptionally high level of attention to detail and love creating order from chaos, structuring the unstructured, and herding cats.
• Comfortable with constant change – Things change on a dime when it comes to SEO and digital marketing. Need we say more?
• Proactive – You love anticipating what’s coming, finding ways to make sure we can deal with it, and getting things done right the first time.
• A client support rockstar - You understand client needs and respond quickly, with empathy, and with exactly what they need.
• A highly-motivated self-starter – You don’t need constant hand-holding – you know what needs to be done and will figure out how to make that happen. You also aren't afraid to ask for help and clarification when needed.
• Great with time management - You're happy taking specific directions and following them, but you also know how to manage your own time, take initiative to fill gaps, and hold yourself accountable for getting your stuff done. Basically, you’re good at juggling dozens of balls while also spinning plates and doing cartwheels.
• An excellent communicator –You have excellent written and verbal English communication skills (American accent).
• A critical thinker and problem-solver – You love investigating and resolving problems. You use your knowledge, available evidence, and logic to find root causes and understand the implications of actions.
• A team player – You’re willing to roll up your sleeves and jump in to help team members and get work done. You truly care about people, enjoy being helpful, and want to make a positive difference in the world.
• Mature, stable, and drama-free - Even when things go wrong, you’re not easily frazzled. You stay positive and look on the bright side of things.

And if you think trees, plants, and nature are amazing, we’d really like to chat!

This is not for you if:

• You’re looking for a temporary position to make some extra money or learn the industry/specific skills so you can start your own thing
• You need to be told what to do or need frequent guidance – we’re all helpful and friendly people but we won’t hold your hand
• You’re only willing to work 9 to 5 – there aren’t many evenings, early mornings, or weekends but if that’s what’s required, that’s what we do
• You have a set way of doing things and aren’t willing to be flexible
• You’re uncomfortable with ambiguity and constant change – because every day will bring something new, different, or unexpected
• You don’t have a sense of humor – we’re not comedians but it’s always good to laugh now and then

QUALIFICATIONS

Required Qualifications

• 2-4 years of experience in account management, customer success, marketing, or related field
• Proven track record of managing client relationships successfully
• Strong understanding of digital marketing concepts and channels
• Experience managing multiple projects simultaneously
• Proficient with project management software, Google Suite, and Microsoft Office
• Demonstrated ability to analyze data and provide strategic recommendations
• Strong problem-solving skills and ability to work independently
• Reliable internet connection and professional home office setup

Preferred Qualifications

• Bachelor's degree in Business, Marketing, Communications, or related field
• 3+ years of experience in a marketing agency or similar client-facing role
• Experience with Google Ads, SEO, email marketing, and social media advertising
• Familiarity with Google Analytics, Google Tag Manager, and marketing automation platforms
• Experience in service-based business or B2B environment
• Knowledge of tree care, landscaping, or green industry (or willingness to learn)
• Certifications in digital marketing (Google Ads, HubSpot, etc.)

CORE VALUES ALIGNMENT

Crystal Clear Communication

As a Client Success Manager, you are the primary communication bridge between clients and our team. You must communicate openly, honestly, and regularly—providing clients with the information they need to feel confident and informed. You share your thoughts and perspectives proactively, listen attentively, and ensure everyone has clarity. Poor communication directly undermines client retention and is not tolerated.

Stronger Together

You recognize that you cannot succeed alone—you need technical specialists, project managers, and support from Associates to deliver for your clients. You collaborate effectively, celebrate diverse strengths, pitch in when others need help, and maintain a positive team environment. You reject ego and drama, recognizing that your collective success far exceeds what any individual could achieve.

Total Ownership

You take complete ownership of your client accounts and their success. You don't wait for someone to tell you what to do—you proactively identify issues, develop solutions, and drive results. When challenges arise, you own them and work to resolve them. You see your clients' success as your personal responsibility.

Client Champions

You are a fierce advocate for your clients within TCMS. You ensure their needs are heard, their questions are answered, and their campaigns receive the attention and quality they deserve. You celebrate their wins as your own and work tirelessly to help them succeed. Your clients know you are in their corner.

Ever Forward

You continuously develop your marketing knowledge and client management skills. You ask "why" to understand the purpose behind campaigns and strategies. You look for ways to improve processes, deliver better results, and increase your effectiveness. You stay current with industry trends and best practices, always looking for ways to serve clients better.

Perks/Benefits

• Friendly and truly nice team members who are here to support you
• Training on whatever you need to be even more amazing at what you do. Continuous learning is really important to us. Every team member is encouraged to pursue training that keeps them on the leading edge of their area of responsibility or helps them develop new skills. Just let us know what interests you!
• Opportunity for growth in pay and responsibility – how far you go is up to you
• Paid time off starting at 2 weeks of vacation plus major US holidays, regardless of where you are in the world
• For US-based employees, we also offer:
  • Health insurance (we cover 50%)
  • Dental and vision insurance
  • Retirement Plan with company match up to 3% of annual salary