AT Media Partners is a performance marketing agency that generates leads for local service businesses across Australia — electricians, landscapers, pool builders, epoxy flooring, blinds, roofing, solar, and renovation companies. We run Meta ads, build funnels, and manage CRMs so our clients get booked calls and paying jobs without lifting a finger on marketing.

We currently manage 50+ active clients paying $2,000–5,000/mo each. We're at $30K+ MRR and scaling toward $100K. Our fulfilment runs on Monday.com, Slack, GoHighLevel, and Meta Ads — and we've built SOPs and systems for almost everything.

We're hiring a CSM to own the top-tier client relationships — the clients who spend the most, expect the most, and need someone sharp enough to keep them engaged, accountable, and growing with us long-term. The candidate has to be a sales savage, not a customer service rep.

You'll be the primary point of contact for our most important accounts. When a $4K/mo client calls frustrated because leads aren't converting, you're the one on that call — not passing it off, not escalating it. You handle it.

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What the Day-to-Day Actually Looks Like

Morning: You open Monday.com. Your CSM Action Centre shows you which clients are flagged — declining performance, overdue check-ins, churn risk, creative refresh needed. You prioritise your day based on what's red.

Throughout the day: You're running check-in calls (weekly or fortnightly depending on the client). These aren't "just checking in" calls — you're reviewing their CPL, lead volume, booking rate, and pipeline. You're telling them what's working, what we're testing next, and what they need to do on their end (follow up faster, answer the phone, update their CRM).

When things go sideways: A client's CPL spikes. They're not getting bookings. They want to cancel. You don't panic. You pull the data, talk to our media buyer, understand what happened, and get on a call with the client with a plan — not excuses. You've done this before and you know how to hold frame when a tradie is frustrated and wants out.

End of day: You update Monday — client sentiment, next actions, any flags for the media buyer or tech team. You post your daily log so the team knows what happened across your portfolio without needing to ask.

Weekly: You submit a portfolio health report — who's at risk, who's winning, who needs a creative refresh, who's ready for an upsell.

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What You'll Own

- Weekly/fortnightly check-in calls — structured, data-driven, not fluff

- Churn prevention — you spot the warning signs (going quiet, shorter calls, complaints about lead quality) and intervene before they cancel

- Difficult conversations — "I want to cancel," "leads aren't good enough," "I'm not seeing ROI." You handle these directly.

- Client onboarding calls for new top-tier clients — setting expectations on timelines, lead quality, their responsibilities, and how the first 90 days work

- Upsell identification — when a client is getting results and ready for more spend, you flag it and plant the seed

- Reporting back to the team — your daily log and weekly health report feed directly into how our media buyer prioritises accounts and how the founder allocates resources

- Building the playbook — as the senior CSM, you'll help refine our check-in call frameworks, objection handling scripts, and client communication templates as we scale

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What You Won't Do

- No sales or closing — you're not hunting new business

- No ad management — our media buyer handles Meta campaigns, budgets, and creative testing

- No technical setup — we have a tech team for GHL, pixel installation, and funnel builds

- No content creation — we have editors and AI tools for creative production

Your job is the relationship. Everything else has a team behind it.

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Tech Stack

- Monday.com — Your command centre. Client boards, ticketing, task tracking, health dashboards. Everything lives here.

- Slack — Internal comms with the media buyer, tech team, and founder. Daily async updates.

- GoHighLevel (GHL) — Client CRM and pipeline. You'll reference this on calls to discuss lead status and follow-up rates.

- Meta Ads Manager — You won't manage campaigns, but you need to read the data. CPL, CTR, spend, leads — you should be comfortable pulling these numbers and explaining them to a client in plain English.

- Google Drive — SOPs, call frameworks, client folders. Everything is documented.

- Fathom or similar — Call recording and transcript tool. Your calls get recorded and action items get extracted.

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What We Need

- 3+ years in client success, account management, or client services — agency experience strongly preferred, trades/home services industry experience is a major plus

- Proven track record managing 20+ client accounts simultaneously without things falling through the cracks

- You understand how tradies and local service business owners think. They're not corporate. They're direct, time-poor, and they measure everything in "did I get jobs or not." You need to speak their language.

- Confident and direct communicator. When a client pushes back, you don't fold. When they need to hear something they don't want to hear ("your team isn't following up fast enough"), you say it professionally but clearly.

- Comfortable with data. You don't need to be an analyst, but you need to look at a CPL of $45 vs a target of $30 and know what questions to ask and how to frame it to the client.

- Self-managing. You won't be micromanaged. You'll have SOPs, frameworks, and dashboards — but how you run your day is up to you. We care about outcomes: low churn, engaged clients, problems caught early.

- Based in Australia or New Zealand. Available during AEST business hours.

- ABN required (this is a contractor role).

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Compensation

- OTE | $9,000-10,000 AUD/mo for a strong performer. Based on key KPIs like churn, upsells, referrals & reviews.

Job Type: Full-time

Pay: $9,000.00 – $10,000.00 per month

Benefits:

Professional development assistance
Referral program
Work from home

Application Question(s):

Do you have sales and customer retention experience?
This is a fast-paced startup culture. Hours can spike and standards are high. Are you prepared to work hard, move fast, and be held to clear KPIs?
Comp is performance-weighted. Are you comfortable with earnings tied to upsell and retention results?

Work Location: Remote