As a Client Success Manager, you are the primary point of contact for your clients and the champion of their experience with alphawhale.
You are responsible for keeping clients aligned, informed, and confident in the value we deliver.
In a world full of AI slop, you'll keep our relationships authentic and human.
We use AI where it matters — but never at the expense of genuine communication.
You are not just managing relationships — you are ensuring performance translates into business outcomes: qualified leads, accepted cases, patient revenue.
You will report directly to the CEO, and collaborate closely with the Performance and the CRM team to coordinate effort and timelines.
Key Responsibilities
Client Relationship Management
- Own communication across a portfolio of healthcare practice clients
- Lead structured weekly/biweekly/monthly calls with clear agendas, insights, and next steps
- Build trust with practitioners, front-desk/intake teams, and practice leadership
- Proactively identify and address risks before they become problems
Performance Alignment & Execution
- Translate campaign performance into clear, client-facing insights
- Ensure alignment between marketing performance and intake/lead follow-up outcomes
- Monitor and surface trends across: CPL (Cost Per Lead), CPQL (Cost Per Qualified Lead), CPA/CAC (Cost Per Accepted Case)
- Partner with Paid Media and Data Attribution teams to drive improvements to both PPC campaigns and practice marketing/patient acquisition practices
- Ensure internal teams are executing in line with client priorities
Client Experience & Retention
- Own the client experience from onboarding through ongoing management
- Maintain proactive, consistent communication (no surprises)
- Document strategy, goals, and action items in ClickUp
- Identify churn risks early and escalate when necessary
- Reinforce value through reporting, insights, and clear wins
Account Growth & Expansion
- Identify opportunities for: ad spend budget increases, additional services (Local Marketing, Paid Social, SEO, Attribution Projects)
- Partner with the CEO on upsell conversations
- Contribute to account growth and long-term client value
Internal Coordination
- Act as the bridge between clients and internal teams
- Coordinate effort and timelines with the Performance and the CRM team
- Ensure alignment across Paid Media, SEO, CRM, and Analytics
Minimum Qualifications
- 3–5+ years of experience in client success, account management, or digital marketing
- Strong understanding of:
- PPC / Google Ads fundamentals
- Conversion rate optimisation (CRO)
- Marketing funnels and attribution basics
- Lead generation PPC strategy
- CRM lead management practices
- Data/Looker Studio analysis and reporting
- Marketing's impact on top-line business KPIs
You Might Be a Fit If You Are…
- A high-agency operator who takes ownership of outcomes
- An excellent communicator who can simplify performance data
- Comfortable managing multiple clients without things slipping
- Willing to push both clients and internal teams when needed
- Organised, detail-oriented, and process-driven
- Motivated by accountability and results, not just activity
The strongest signal you'll succeed in this role: you hold accountability and stay focused on the metrics that matter, while building the trust and insight that get clients to the outcome — not just reporting on the numbers, but shaping the path to them.
Compensation
- Base Salary: $75,000 – $90,000 AUD
- Performance Bonus: Up to 10–15% of base tied to retention, satisfaction, and growth KPIs
Note: Available as part-time from 10am-3pm.
