Customer Success Manager

The Reality Check

Most 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 role

At 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‚Äîthe blue-collar backbone of America). We are scaling and we need a CSM who can run their portfolio like a high-growth business.

The Opportunity

You’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 Schedule

• Work from home: Monday & Friday
• In-office (Tampa): Tuesday‚ÄìThursday

What You’ll Own

Client Leadership & Relationship Management

• Serve as the primary strategic point of contact for assigned clients
• Lead onboarding, alignment, and long-term relationship strategy
• Build trust with business owners and key decision-makers
• Communicate proactively, clearly, and confidently
• Set expectations and guide clients through performance conversations

Retention, Growth & Account Health

• Own client retention and long-term success
• Anticipate challenges before they become problems
• Lead high-level performance reviews and strategy calls
• Identify expansion opportunities aligned with client goals
• Advocate for clients internally while maintaining operational efficiency

Strategy & Cross-Team Collaboration

• Partner closely with SEO, PPC, website, and content teams
• Translate client goals into actionable marketing strategies
• Ensure deliverables align with agreed timelines and expectations
• Provide clear direction, feedback, and prioritization to internal teams

Culture & Leadership Impact

• Model strong communication and professionalism
• Contribute to improving processes and client experience
• Help elevate standards across the Customer Success team
• Be a positive, solutions-focused presence internally and externally

What We’re Looking For

• The Experience: 2+ years in Agency Account Management or Customer Success. You‚Äôve “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‚Äôre 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‚Äôre 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‚ÄìThursday 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 Like

Six months from now, your clients don’t just see Grow Nearby as a vendor‚Äîthey see YOU as an indispensable part of their success. You‚Äôll have a book of business that is stable, growing, and well-informed. You‚Äôll feel proud of the impact you‚Äôre making on family-owned businesses across the country.

Ready to grow? Let’s talk.