Client Success Manager

Base Salary: $80,000–$100,000 (based on experience) Brand North is hiring two Client Success Managers to serve as fractional growth strategists for behavioral healthcare organizations. We are hiring for two portfolio structures: Enterprise Account CSM: Own one large behavioral healthcare organization with 50+ locations, coordinating strategy, performance, and execution across a complex multi-location footprint. Multi-Account CSM: Own a portfolio of approximately 10–20 smaller behavioral healthcare accounts, many of which operate multiple locations or programs. Both roles are accountable for client retention, satisfaction, growth, and measurable business outcomes, not ticket routing. You will direct SEO, PPC, web, and content teams toward strategies your clients can measure in leads, qualified opportunities, and admissions. Already applied? You do not need to apply again. If you previously submitted an application for our Client Success Manager opening, you will automatically be considered for both positions based on your experience and fit. Who is Brand North? Brand North is a digital marketing agency delivering SEO, website development, paid media, and content strategy to high-value service businesses, with a concentrated focus on behavioral healthcare. Our clients operate detox, residential, PHP, IOP, and outpatient mental health programs. We measure our work in admissions, not impressions. We run on proprietary tooling, real-time attribution, and AI-assisted workflows. That means a smaller team producing output that normally takes three times the headcount. It also means Client Success carries more strategic weight here than at a traditional agency. You are not simply relaying messages between a client and a production team — you are helping determine what the production team builds, why it matters, and how it impacts the client's growth. What does a Client Success Manager do at Brand North? You are the strategic owner of your assigned client portfolio, whether that means managing one complex 50+ location organization or a portfolio of 10–20 smaller multi-location accounts. You translate client goals into executed deliverables and translate Brand North’s work into business outcomes the client can act on. You are the first call when something breaks and the trusted strategic voice when a client plans its next quarter. This is not account management in the traditional sense. CSMs advise on patient acquisition strategy, admissions funnel performance, Google Business Profile optimization, review acquisition, and the full SEO and digital marketing playbook. When a client’s cost per admission climbs, you should be able to help diagnose whether the constraint is marketing spend, landing-page conversion, lead quality, attribution, or an intake team missing 40% of inbound calls. Then you fix the part Brand North owns and help the client address the part they own. If you need rigid processes and constant direction, this is not the role. If you like taking initiative, building systems, solving complicated problems, and being the person others rely on, you can have a significant impact here. What You Will OwnClient relationship ownership Serve as the primary strategic point of contact for your assigned client portfolio Lead weekly or bi-weekly client calls, set agendas, and drive follow-ups to closure Build deep relationships with leadership, marketing, admissions, and operational stakeholders Conduct quarterly business reviews and strategic planning sessions For the enterprise account, maintain alignment across a complex organization with 50+ locations and multiple stakeholders For the multi-account portfolio, effectively prioritize strategy and execution across 10–20 concurrent client relationships Strategic advisory Translate Brand North deliverables into business impact: admissions volume, payer mix, cost per acquisition, lead quality, and conversion Advise on Google Business Profile management, review acquisition, content quality standards, and competitive positioning within each client’s geographic and clinical niche Identify expansion opportunities, including additional locations, higher-tier services, PPC, PR, and other growth initiatives, and partner with leadership to close them Lead quarterly strategy sessions covering competitive landscape, growth roadmap, and risk mitigation Project and fulfillment coordination Convert client goals into actionable projects and tasks for SEO, Web Development, Content, and PPC teams in Notion Maintain visibility into every active deliverable within your portfolio and intervene before deadlines slip Quality-assure website builds, content drafts, reporting outputs, and major deliverables before they reach the client Escalate blockers through documented internal processes when intervention is required Performance analysis and reporting Run monthly performance reviews across organic traffic, conversions, call volume, lead quality, qualified opportunities, and lead-to-admission ratios where attribution is available Present executive summaries that lead with outcomes, not activities Use Brand North’s call tracking, GA4, Search Console, and CRM integrations to connect marketing performance with downstream revenue Identify at-risk accounts or locations as soon as early warning indicators appear, including drops in leads, VOBs, admissions, conversion rates, or client engagement For multi-location organizations, identify performance differences between markets and locations and translate those findings into actionable strategy Behavioral healthcare domain experience Demonstrate working fluency in levels of care including detox, residential, PHP, IOP, OP, MAT, and dual diagnosis Understand the patient journey from inquiry through first call, VOB, pre-admit, admission, discharge, and alumni Apply LegitScript and HIPAA-compliant marketing principles to client strategy and deliverables Coach clients on admissions and intake best practices when downstream conversion is limiting marketing ROITooling and systems

• Operate fluently in Notion, Slack, Loom, Everhour, GA4, Google Search Console, and Google Business Profile
• Help clients implement and maintain CRM and call-tracking integrations, including dynamic number swapping, conversion tracking, source attribution, and reporting dashboards
• Use AI tools to improve research, analysis, communication, documentation, and operational efficiency