Marketing Customer Success Manager

Base Coat Marketing | Full-time | Remote

ABOUT BASE COAT MARKETING

Base Coat Marketing is a niche digital agency that generates high-quality leads for painting and concrete coating companies across the US and Canada. We combine paid ads, SEO, and web design to help contractors book more jobs. Our clients are contractors, not marketers. They need someone in their corner who can explain what the numbers mean, tell them what happens next, and help fix whatever stands between them and more booked jobs. That's this role.

ABOUT THE ROLE

You'll be the customer success coach and marketing strategist for a book of 30+ painting and coating companies, from onboarding through renewal. You own the results for every account: when performance dips, you find the real cause (the marketing or the client's business) and lead the conversation on how to fix it. You won't run the ads, build pages, or write content. Our Ads, SEO, and Production teams do that, supported by a dedicated Project Manager who owns production workflow and QA. You review their work, explain it to the client, and challenge it when the numbers say to. We're mid-transition to this model, so you'll handle some production and QA coordination in the short term, shifting fully to the team over time.

WHAT YOU'LL DO

• - Own the client journey: run kickoffs, set expectations, and build relationships that make clients want to stay
• - Read lead volume, lead quality, cost per lead, and revenue weekly, and catch a plateau the week it starts
• - Recommend moves proactively, such as shifting budget between Meta and Google when one platform is clearly winning, to both the Ads team and the client
• - Escalate in writing the day you see leads down two weeks running, cost per lead up 25%, or a month with no revenue reported
• - Coach the business behind the marketing: run a sales process review with every client in their first 30 days and every quarter, and audit lead handling monthly in Go High Level
• - Lead strategy-first status calls over Zoom and come to every call already knowing where the client's work stands
• - Write clear, fully-contextualized tasks for the Production Team and coordinate daily with your Project Manager
• - Use AI tools to research markets and competitors and build client-specific strategy docs, verified against real account data
• - Surface upgrades only when they're in the client's best interest, and build advocates through reviews, mastermind calls, podcasts, and referrals

WHAT WE'RE LOOKING FOR

• - Real marketing experience, not just account experience. You've run paid ads yourself (Google or Meta), managed the spend, and lived with the results. SEO knowledge is a plus.
• - The ability to read performance data and explain it to a contractor in two sentences, then say what we're doing about it
• - Strategic communication skills: you set the agenda, bring a point of view before you're asked, and know when a phone call beats an email
• - High emotional intelligence and good energy. Clients should feel better about their business after talking to you, even when the news is mixed.
• - Ownership of results and hard conversations. You're direct and constructive, and clients feel supported, not blamed.
• - Strong organization. You never need to be chased for a status.
• - Comfort using AI tools to work faster and sharper

TOOLS

ClickUp, Slack, Zoom, Google Analytics, Meta Ads, Google Ads, Go High Level, and our client dashboards

WHAT SUCCESS LOOKS LIKE

• - 70%+ of your accounts reaching 12 months
• - Book-level net revenue retention of 100% or higher
• - 80% of your book hitting its monthly lead goal - 80% of your book reporting revenue and lead quality each month
• - Monthly churn under 3%
• - Fewer than 10% of accounts in "Needs Attention" and fewer than 5% "At Risk" Results are measured from our operations dashboard, not self-reported.

COMPENSATION AND SCHEDULE

• - Salary: $75,000 to $80,000 CAD per year
• - Performance-based bonuses
• - 10+ days PTO, increasing yearly
• - Half-day Fridays
• - Fully remote (stable internet and computer required)
• - Monday to Thursday, 8:00 AM to 5:00 PM ET. Friday, 8:00 AM to 12:00 PM ET.

If you're a marketer who loves the client side of the business, we'd like to meet you!