About the company
Clinic Convert is a leading provider of comprehensive CRM solutions tailored specifically for chiropractic clinics across the UK, with plans to expand into the US. Our platform, powered by GoHighLevel (GHL), helps clinics manage their client relationships effectively, streamline operations, and enhance overall productivity. We are committed to ensuring the success of our clients by providing top-notch support and innovative solutions.
About the role
We are looking for a proactive and dedicated Customer Success Manager to join our dynamic team. The ideal candidate will take ownership of client success, ensuring a smooth onboarding process, providing thorough training, and offering ongoing support. This role requires an in-depth knowledge of the GoHighLevel CRM system, the ability to collaborate effectively with virtual assistants and tech administrators, and the capability to write Standard Operating Procedures (SOPs). The Customer Success Manager will also oversee the functionality of our helpdesk, ensuring it operates seamlessly to meet our clients’ needs.
Key Responsibilities:
Client Success Management
- Take proactive ownership of client success, ensuring their needs and goals are met.
- Conduct regular check-ins and reviews with clients to gauge satisfaction and identify areas for improvement.
- Develop and maintain strong relationships with clients, acting as their primary point of contact.
Onboarding and Training
- Oversee the onboarding process for new clients, ensuring a smooth and effective transition to Clinic Convert.
- Conduct onboarding and training calls to educate clients on the use and benefits of the GoHighLevel CRM system.
- Help clients leverage the CRM to maximize their marketing efforts.
- Develop and update training materials as needed to ensure clients have access to the most current information.
Technical Support and Collaboration
- Work closely with virtual assistants and tech administrators to address client issues and provide solutions.
- Collaborate with the technical team to troubleshoot and resolve client concerns promptly.
- Ensure the helpdesk (HelpScout) is functioning efficiently and effectively to meet client needs.
Standard Operating Procedures (SOPs)
- Write and maintain comprehensive SOPs for various processes and procedures related to client success and support.
- Ensure all team members are trained on and adhere to SOPs.
Helpdesk Management
- Oversee the operation of the helpdesk, ensuring it provides timely and effective support to clients.
- Monitor helpdesk performance metrics and implement improvements as needed.
Tools We Use
- Asana, Basecamp (Project Management)
- Slack
- Helpscout
- High Level CRM
- Zapier
- ChatGPT (and soon, lots of other AI tools)
- Canva
- WordPress
Note: Don’t worry if you know some of these tools but not all. Tools and software are changing rapidly, and we’re more interested in someone with an eagerness and aptitude to learn. We’re investing heavily into knowledge, resources, and learning about AI in marketing. Get ready for the revolution…it’s already here!
About you
About You:
- Excellent command of written and spoken English.
- Daily, full-time availability on GMT (UK).
- Clear and concise communication skills.
- Ability to jump on Zoom calls with clients, document requirements, and respond to issues.
- Proactive thinking.
- Responsive and helpful demeanor.
- 2+ years working in a customer success or equivalent role.
- 2+ years working in digital marketing.
- Solid understanding of websites, SEO, social media, and paid ads.
- Fast learner able to understand and implement new concepts quickly and correctly.
Proactive Engagement:
- Take initiative to identify and address potential issues.
- Proactively seek out new tasks and ways to improve processes.
- Be adaptable and willing to perform duties outside of this job specification as needed.
Qualities:
- Positive and happy attitude.
- Ability to handle pressure calmly with a clear head.
- Ability to manage your own workload based on business/client goals.
- Attention to detail.
- Honesty.
- Strong work ethic, ensuring tasks are completed fully.
- Genuine curiosity and willingness to learn.
- Client-focused.
- Ability to work independently and figure out solutions to problems.
What’s in it for you? Be part of a growing team a forefront of marketing automation and AI.
- Valued and integral part of a small team with no red tape. Got a great idea? Let’d do it!
- Agile, flexible environment with quick decision-making.
- No micromanaging – take ownership and independence.
- Personal growth with a training budget.
- Performance-based bonuses.
- Make an impact with a mission-driven company dedicated to helping more people be free from pain
- UK holidays pay.
- 100% remote and flexible – work anywhere in the world.
- Experiment and learn with cutting-edge AI tools.
How to apply?
Click the apply button.
Please send us:
- Brief Cover letter with some background on yourself and why you would be a great fit for the role! What’s special about you? What would we be missing if we didn’t hire you?
- Check out our website at and write something personalised about what we do and what special attributes and value you can bring.
- Tell us how do you think AI is going to change marketing in the near future?
- A quick Loom video introducing yourself. We want to see how you present yourself to the world. (No video = automatic rejection. This is client facing role, at the end of the day, so we want to see your positive energy and charm 😉)
- Your CV
FYI: Don’t use AI or ChatGPT to write your cover letter (you’ll be disqualified). We want to see the REAL YOU.
If you’re shortlisted, we’ll invite you for a quick Zoom call so you can get to know us and we can get to know you. If we both think there’s a good fit to work together, you’ll be invited for a final interview/scenario (we’ll present you with a business challenge, and we’d love to see how you would solve a specific challenge).
social-media Customer success basecamp Artificial intelligence (AI) CRM Canva WordPress zapier zoom-sdk Search Engine Optimization (SEO) Marketing Automation Standard Operating Procedure (SOP) Asana Slack