Head of Client Success

Summary

Join HIP Creative as their dynamic Head of Client Success, leading a team of 10+ marketing specialists. You will collaborate with internal teams on innovative digital marketing strategies, drive performance and team development, manage extensive partner communications, and lead strategic training initiatives. This role demands a strong digital marketing background, experience managing and scaling client success teams, and a strategic consultant mindset. You will oversee relationships with 250+ partners, create growth frameworks, and evolve service delivery models. The position requires fluency in tools like HighLevel and ClickUp, a process-oriented approach, and strong communication skills. This remote-friendly role includes one annual trip to Pensacola.

Requirements

• 1.5 + years leading and training customer/client success teams, ideally 10+ direct reports
• 3 + years of experience in digital marketing strategy, including Google Ads, Meta Ads, SEO, social media marketing, and website optimization
• 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
• 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
• 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
• 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
• Partner Management: Oversee and maintain relationships with 250+ partners, ensuring high-value communication via email, SMS (via CRM), phone, Zoom, and Slack
• 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
• 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
• 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.)