Customer Success Manager

Who We Are

Paul Gough Media is the growth engine behind hundreds of private physical therapy clinics worldwide. From our fast-paced HQ in Celebration, FL, we build websites, funnels, social campaigns, and a proprietary CRM that turns curious prospects into loyal patients. Every new clinic we serve gets a promise of white-glove success —and that’s where you come in.

Why This Role Exists

We’re rolling out a next-gen CRM and onboarding more clinics than ever. To keep our “wow” standard, we need a Customer Success Manager who can welcome new clients, teach them the tech, track every deliverable, and make sure no question goes unanswered.

What You’ll Do

• Onboard Like a Pro – Host kickoff Zooms, set clear timelines, and walk owners through first-day wins inside our CRM and marketing stack.

• Own the Relationship – Check in proactively, answer Slack/emails within 24 hours, and turn hiccups into high-five moments.

• Audit & Verify – Spot-check contracts, payments, and campaign setups; flag issues early so launches stay on track.

• Note-Taking Ninja – Capture action items on every client call, chase follow-ups, and ensure the team closes every loop.

• Workflow Wrangler – Keep dashboards, trackers, and project boards up-to-date so nothing slips through the cracks.

  How We Set You Up to Win

• 30-Day Deep Dive – Product, playbooks, and shadow calls.

• Battle-Tested Checklists – Proven onboarding scripts, audit sheets, and CRM guides ready for you to plug-and-play.

• Direct Mentorship – Weekly coaching with our Head of Client Success; clear path to Senior CSM or Team Lead.

• Feedback Loops – Real-time notes so you iterate quickly and see your impact immediately.

  Must-Haves

• 2–4 yrs in customer success, onboarding, or account management (SaaS/agency a plus)

• Confident on Zoom, phone, Slack, and email—friendly, clear, and proactive

• Eagle-eye attention to detail—contracts, payments, and workflows stay tidy under your watch

• Comfortable in Google Workspace, a PM tool (Monday/Asana/Trello), and basic CRM functions

• Ability to juggle multiple clients and deadlines without breaking a sweat

Job Details

• Location: Celebration, Florida (In-office, Full-time)
• Hours: Monday – Friday, 9:00 AM – 5:30 PM
• Compensation: $50,000 - $55,000 (based on experience)

If you’re passionate about helping clients succeed and delivering an amazing customer experience , we’d love to hear from you! Apply today and become a key part of Paul Gough Media.