Account Manager (CSM)

Company Overview

It is a done-for-you performance marketing agency serving personal injury (PI) law firms. The team generates signed cases for client firms through Meta ads, custom landing pages, high-speed intake and case-quality frame-holding. Clients pay $4K–$15K per month, and the agency holds itself to signed-case guarantees rather than lead-count promises. Each client firm is served by a self-contained pod made up of an Account Manager, Media Buyer, Intake Rep, Video Editor and Client GHL & Funnel Ops. Each pod is capped at 25 clients.

Mission

As Account Manager (CSM), you lead the pod. You own every client relationship from start to finish, and you also own the media-buying strategy that produces the results. When performance drops, you go into the ad account yourself, find the bottleneck and tell the Media Buyer how to fix it. You don't hand strategy questions to someone else.

This is a hands-on ownership role, not an account-coordination seat. Clients stay longest when the person who owns the account also runs the media-buying thinking. You set the direction and hold the frame with clients, and the Media Buyer carries out the tactical work. You report directly to the Founder until a Head of Fulfillment or COO is hired.

Responsibilities

• Own every client relationship in your book, up to 25 law firms at full capacity.
• Set the media-buying strategy for your pod and answer for performance. You are accountable for CPL, CPQL and cost-per-signed hitting contract targets.
• Run a 30-minute check-in call with every client every week, without exception. You walk each firm through the numbers yourself and never pass ad questions to the Media Buyer.
• Keep up daily communication with each client in their shared Slack channel.
• Send every client a frame-holding brief each Monday. It should lead with data, assign no blame and put numbers on everything.
• Manage the Media Buyer. That means running the pod's ad-side sync, setting weekly priorities, reviewing their decisions and stepping in on hard campaigns.
• Raise any red flag on client sentiment with the Founder within 24 hours, and never sit on a churn signal.
• When a firm tightens its case criteria partway through an engagement, log the change in the Case-criteria Registry within 48 hours and update the intake script.
• Handle pause requests and lead renewal conversations before each contract ends.
• Bring in referrals and testimonials from your book every quarter.

Outside this role: day-to-day ad execution such as deploying creative, duplicating ad sets, adjusting budgets and daily monitoring (the Media Buyer handles this under your direction). Also outside it are creative scripting and angle strategy, landing-page compliance, and intake dialing.

Requirements

Must Have

• 3+ years of hands-on Meta ads media buying, including building and optimizing Meta ad accounts for lead generation or DTC.
• 3+ years of client-facing experience in a marketing agency, a lead-gen operation or a role close to SaaS.
• The ability to diagnose a failing Meta ad account. If a campaign's CPL doubles overnight, you can pull the report, work out whether the cause is audience saturation, creative fatigue or bid strategy, and give the Media Buyer a fix.
• Confidence taking paying clients through a P&L, a Meta account or a bad week while keeping the frame.
• An ownership mindset. You treat your book as your own business and take the call when a client is upset.
• A data-first approach. You stay calm under client pushback and answer it with the report.
• Strong written English. Weekly briefs should be clear, well structured and hold the frame.
• Coachability. You can take close feedback without ego during a 4-week ramp alongside the Founder.
• Reliability in a shared queue. You work Slack-first, reply within 4 business hours and don't go quiet.

Nice to Have

• Experience with personal injury or other legal-vertical clients.
• Experience running lead-gen accounts with signed-case or closed-deal targets rather than lead volume.
• Experience managing or directing a media buyer or a small delivery team.
• Familiarity with GoHighLevel (GHL) and funnel operations.

Tools

• Meta Ads Manager
• GoHighLevel (GHL)
• Slack
• Loom
• Trustpilot
• Case-criteria Registry (internal)

Success Metrics

Your success in this role will be measured monthly by:

• Monthly churn rate at or below 8%.
• Media Buyer KPIs (CPL, CPQL and cost-per-signed) green on at least 85% of clients on any given Monday.
• Weekly briefs sent on time to every assigned client, with no misses.
• Red flags on client sentiment escalated within 24 hours, with no incidents that end in a refund because a flag was missed.
• At least 2 referrals or 1 Trustpilot testimonial per quarter.
• Every change in client case criteria logged in the Case-criteria Registry within 48 hours.

Capacity & Ramp

• Capacity: Up to 25 clients per Account Manager. Once a book reaches 80% of that cap and is still growing, hiring starts for the next pod's Account Manager.
• Week 0 (before Day 1): About 4 hours of course material. This covers the Client OS spec, the client-reset SOP and 15 Loom videos of the current customer journey.
• Weeks 1–2: Shadow the Founder on every client call and Slack thread, with a 15-minute SOP review at the end of each day.
• Weeks 2–4: Do the work yourself while the Founder observes silently, with daily feedback.
• End of Week 4: Full ownership of your book, with only a weekly 30-minute check-in with the Founder.

Position Description

• Working Hours: 4:00 pm to 12 am Lebanon time.
• Working Days: Monday to Friday.
• Days Off: Weekends (Saturday and Sunday).
• Work Location: Fully remote, you can work from anywhere.
• PTO (Paid Time Off): TBC
• Salary range: TBC