Premilead
Customer Success Manager
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Company: Premilead
Location: UK-based, fully remote
Engagement: Self-employed contract, ongoing
Rate: £26,000 per year, invoiced monthly
Hours: 40 hours per week, Monday to Friday, UK business hours.
The Role
Premilead is a performance marketing agency. We're looking for the person who keeps our clients happy and keeps the operation moving.
You'll be the single point of contact between our clients and our team — proactively in touch with every client each week, running onboarding for every new account, spotting problems before they become cancellations, and keeping the media buyers, the director and the clients aligned.
Responsibilities
Retention and Relationships
- Proactive weekly contact with every client, by phone, WhatsApp and email.
- Monthly performance conversations: what's working, what's changing next month.
- Spotting at-risk accounts early and acting before a cancellation lands.
- Handling underperformance conversations directly and credibly.
- Handling cancellation conversations and saving the accounts that can be saved.
- Coaching clients on following up their leads quickly — the biggest single factor in whether a campaign works.
- Collecting reviews, testimonials and referrals from happy clients.
Onboarding
- Owning onboarding end to end, from signed agreement to campaign live.
- Running the kickoff call and setting expectations on results and timelines.
- Setting up and verifying all access: Meta Business Manager, ad accounts, page permissions, GHL sub-accounts, tracking and lead routing.
- Collecting everything needed to launch, and chasing anything outstanding.
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Escalations and Account Issues
- First responder on client problems, working to a defined response-time standard.
- Managing ad account restrictions, disabled accounts and page issues, including appeals, and keeping the client calm and informed throughout.
- Knowing what you can resolve and what needs escalating to the director, and escalating with a proposed solution rather than a forwarded complaint.
Coordination and Internal
- Briefing the media buyers and wider team so nothing stalls waiting on information.
- Capturing client changes — offers, contact details, coverage areas, service lists — and pushing them through to the team.
- Weekly internal reporting to the director: account health, churn risk, upsell pipeline.
- Keeping the CRM and internal dashboard accurate so any account can be picked up cold.
- Owning and maintaining the onboarding process documentation, and building reusable client-facing answers so the same question isn't answered fifty times.
Commercial and Admin
- Identifying and closing upsells across the existing client base.
- Managing renewals, pauses, downgrades and notice periods.
- Chasing failed and late payments, and resolving billing queries.
- Running clean offboarding: access revoked, final invoice settled, win-back follow-up scheduled.
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Requirements
Essential
- Genuinely tech savvy. You pick up new platforms fast and don't need a walkthrough every time something changes.
- Working knowledge of Meta Business Manager — account setup, permissions, page access, and enough grasp of campaign structure to talk about performance credibly. You don't need to be a media buyer.
- Experience with GoHighLevel or a comparable CRM and automation platform.
- Confident on the phone and direct in difficult conversations.
- Commercial instinct — able to spot an upsell and ask for it.
- Properly organised, holding dozens of open threads at once.
- Registered as self-employed in the UK, invoicing monthly, responsible for your own tax and National Insurance.
Nice to Have
- Familiarity with Stripe or similar subscription billing.
- Experience handling Meta ad account appeals and reinstatements.
How We'll Measure It
- Monthly churn rate.
- Percentage of clients contacted each week.
- Time from signed agreement to campaign live.
- Upsell and referral revenue.
- Response time to inbound messages.
Terms
- £26,000 per year, invoiced monthly.
- Ongoing contract with a three-month initial review.
- Remote working, using your own equipment.
How to Apply
Send your CV or profile and a short note covering a client relationship you saved, and your hands-on experience with Meta Business Manager and GoHighLevel.
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