Client Success Manager

Brand North is hiring a Client Success Manager to own a portfolio of 12-20 behavioral healthcare accounts as a fractional growth strategist. You are accountable for retention, satisfaction, and expansion revenue across your book, not for ticket routing. You direct SEO, PPC, web, and content teams toward outcomes your clients can measure in admissions.

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 relaying messages between a client and a production team, you are deciding what the production team builds.

What does a Client Success Manager do at Brand North?

You are the strategic owner of an assigned client portfolio. 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 most trusted voice when the client plans their 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 playbook. When a client’s cost per admission climbs, you diagnose whether the constraint is marketing spend, landing page conversion, or an intake team missing 40% of inbound calls. Then you fix the part Brand North owns and coach the client through the part they own.

If you need rigid processes and constant direction, this is not the role. If you like taking initiative, building systems, and being the person others rely on, you will do the best work of your career here.

What you will own

Client relationship ownership

• Serve as the primary point of contact for 12-20 assigned accounts
• Lead weekly or bi-weekly client calls, set agendas, and drive follow-ups to closure
• Build a defensible relationship moat: clients should treat their CSM as indispensable to their growth
• Conduct quarterly business reviews for every retained account

Strategic advisory

• Translate Brand North deliverables into business impact: admissions volume, payer mix, cost per acquisition
• Advise on Google Business Profile management, review acquisition, content quality standards, and competitive positioning within the client’s geographic and clinical niche
• Identify expansion opportunities (additional locations, higher-tier packages, add-on PPC or PR) 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 tickets for SEO, Web Dev, Content, and PPC teams in Notion
• Maintain visibility on every active deliverable in your portfolio and intervene before deadlines slip
• Quality-assure website builds, content drafts, and reporting outputs before they reach the client
• Escalate blockers through the documented escalation SOP within 48 hours of identification

Performance analysis and reporting

• Run monthly performance reports across organic traffic, conversions, call volume, and lead-to-admission ratio where attribution is available
• Present executive summaries that lead with outcomes, not activities
• Use Brand North’s call tracking, GA4, and CRM integrations to attribute revenue to channels
• Flag at-risk accounts the moment early warning indicators appear: drops in leads, VOBs, admissions, or client engagement

Behavioral healthcare domain experience

• Demonstrate working fluency in levels of care: 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 every deliverable
• Coach clients on admissions call best practices when intake-side performance is capping marketing ROI

Tooling 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, and attribution dashboards

What this role requires

Two years of client success, account management, or customer success experience is the floor. Candidates need either digital marketing agency experience or behavioral healthcare operations experience. Both together is the strongest profile we can hire.

Required

• 2+ years in Client Success, Account Management, or Customer Success
• Experience in either (a) a digital marketing or SEO agency environment or (b) behavioral healthcare operations, marketing, or admissions
• Analytical fluency: you read GA4, Search Console, call tracking dashboards, and CRM data without needing them interpreted for you
• Confident verbal and written communication. You run the client meeting, present the findings, and write the executive summary
• Organizational capacity to manage 12-20 concurrent accounts without dropping details
• Proficiency with Notion, Slack, Google Workspace, and AI tools such as Claude
• Bachelor’s degree preferred, waived for demonstrated equivalent experience

Preferred

• Direct experience in addiction treatment, mental health, or behavioral healthcare marketing
• Familiarity with LegitScript certification, HIPAA marketing compliance, and Google Ads and Meta Ads policies for behavioral health advertisers
• Hands-on experience with call tracking platforms such as CallRail or CallTrackingMetrics, and CRM systems such as HubSpot, Kipu, or Salesforce
• A track record of building internal SOPs and training materials

Application process

Apply through this careers page and complete the short application form using the Apply Now button above.