Client Success - Team Lead

Summary

Join HIP Creative as a Partner Success Team Lead and lead a team of 10+ marketing strategists. You will collaborate with internal teams on innovative digital marketing strategies, manage partner communications, lead strategic training initiatives, and provide coaching. This role requires strong leadership, digital marketing expertise, and a passion for driving results. You will oversee partner relationships, optimize digital marketing strategies, and ensure high-quality service delivery. The ideal candidate will have experience leading and training customer success teams, a strong background in digital marketing, and proven strategic consulting expertise. This is a full-time, remote position offering competitive compensation and benefits.

Requirements

• 2+ years leading and training customer/client success teams, ideally 10+ direct reports
• 4+ years of experience in digital marketing strategy, including Google Ads, Meta Ads, SEO, social media marketing, and website optimization
• Track record of creating and implementing client growth strategies that drive business outcomes (revenue, retention, expansion)
• Experience building or evolving consulting frameworks and advisory curricula
• Proven ability to oversee the relationships of up to 250 partners simultaneously while delivering consistent, high-quality service
• Strong operational mindset with hands-on experience in CRMs and project tools (High Level and ClickUp preferred)
• Skilled at optimizing team workflows, QA processes, and internal communication
• Excellent written and verbal communication – clear, persuasive, empathetic
• Confident handling client escalations and cross-functional collaboration
• Proven ability to coach, mentor, and scale high-performing teams
• Experience designing onboarding, training programs, and quality standards for advisory teams
• Strong coaching instincts: knows how to develop leaders and individual contributors
• Uses data to monitor client health and team performance
• Drives results through metrics, KPIs, and continuous improvement
• Experience in a marketing or service-based agency and understands the nuances of servicing multiple clients at once
• Reliable high-speed internet and a distraction-free remote workspace
• Travel to Pensacola once/year for a departmental meeting

Responsibilities

• Lead, manage, and coach a team of 10+ team members across the Partner Success, Onboarding, and Support departments
• Your role includes goal setting, performance reviews, process improvements, and professional development to drive team success
• Oversee all partner communications, including email, text messages, and Zoom calls, to ensure timely, thorough, and precise responses to all partner questions and concerns
• Manage and coach the Partner Success team to uphold a high standard of communication excellence, ensuring that every interaction is solutions-oriented, proactive, and aligned with HIP’s service standards
• Collaborate cross-functionally with internal HIP teams to promptly address partner needs and drive continuous improvement in service delivery and marketing performance
• Work closely with teams across departments to solve challenges related to lead quality, ad spend optimization, CRM functionality and training, website updates, SEO strategy, and team operations
• Apply critical thinking to diagnose issues, develop actionable solutions, and ensure clear, timely communication that supports both internal alignment and partner success
• Lead, Manage, and Coach a Cross-Functional Team: Oversee the performance and development of a team of 10+ people, ensuring high standards across execution, communication, and service delivery
• Develop and Drive Digital Marketing Strategies: Collaborate with internal team members and partners to craft tailored strategies in paid search, social media marketing, SEO, and web performance—all focused on driving measurable ROI
• Partner Management: Oversee and maintain relationships with 250+ partners, ensuring high-value communication via email, SMS (via CRM), phone, Zoom, and Slack
• Internal Strategic Training Facilitation: Lead and support internal training calls designed to empower team members with the knowledge and skills needed to optimize digital marketing initiatives. Focus on developing strategic expertise, enhancing technical capabilities, and ensuring consistent execution across all partner accounts
• Performance Optimization: Analyze campaign results and team KPIs, making strategic decisions to improve outcomes for both partners and team performance
• Software Proficiency: Utilize multiple tools—HighLevel (CRM), ClickUp (project management), analytics dashboards, and communication platforms—to maintain seamless operations
• Partner-Centric Mindset: Model and promote a "my pleasure" attitude focused on 5-star service for internal and external stakeholders
• Cross-Department Collaboration: Work closely with other HIP departments to align strategies, ensure consistency, and enhance service execution
• Industry Knowledge: Maintain or quickly develop a strong understanding of the orthodontic and dental industries to provide partners with informed recommendations

Preferred Qualifications

Knowledge of the orthodontic/dental industry, or at a minimum, healthcare service-based clients

Benefits

• 401(k) matching
• Dental Insurance
• Health Insurance
• Vision Insurance
• Life Insurance
• PTO eligibility after 90 days of hire (10 vacation days the first year of service, unlimited PTO starting year two, flexible partial days and sick/ personal days)
• Remote position (You MUST be located in the US.)