Customer Success Director

Job Title:

Customer Success Director Grow Pro Agency - Oldsmar, FL (Hybrid) Full-Time | Monday-Friday | 9:00 AM - 5:00 PM About Us At Grow Pro Agency, we help martial arts schools across the country grow their student base and scale their marketing systems. We're a high-performance, in-person-first team operating on EOS® and were recently named to the

INC 5000

list for the third year in a row. We live by our

Core Values:

Always in Beta, Own the Day, Play to Win, and Keep it Real. Our mission is to give business owners the freedom to focus on what they love — and we're looking for a Customer Success Director to lead our client experience, retention strategy, and Customer Success team. About the Role This is a leadership role responsible for overseeing the entire Customer Success function, ensuring clients are retained, supported, and receiving an exceptional experience. You will lead the CSM team, drive retention strategy, manage client communication systems, and ensure accountability across all client-facing operations. This is a U.S.-based, in-office first leadership role with hybrid flexibility:

In-office:

Monday & Friday Work from home:

Tuesday, Wednesday & Thursday Schedule:

Monday-Friday, 9:00 AM - 5:00 PM Responsibilities Lead, manage, and hold the Customer Success team accountable Own client retention, satisfaction, and long-term relationships Oversee all client communications across HighLevel, HelpScout, Slack, and Zoom Conduct audits, quality control reviews, and performance coaching Handle escalations and resolve client and internal issues quickly and effectively Ensure task execution and KPI tracking in ClickUp and internal systems Oversee CSM workflows, reporting, and daily accountability Partner with leadership on forecasting, capacity planning, and account load balancing Deliver daily end-of-day reporting and maintain operational visibility Qualifications 3+ years in Customer Success, Account Management, or Operations Leadership Proven experience leading teams and driving client retention Strong communication, leadership, and problem-solving skills Highly organized with strong attention to detail and accountability systems Experience managing KPIs, workflows, and client communication platforms Ability to perform under pressure and handle escalations effectively Bonus Points If You Have Agency or SaaS customer success experience Experience with GoHighLevel, HelpScout, or ClickUp Background in retention strategy or client lifecycle management Experience managing remote or hybrid teams Familiarity with EOS® or structured operating systems Who You Are A strong leader who takes ownership of outcomes Calm, confident, and effective in high-pressure situations Obsessed with client satisfaction and retention Highly organized and detail-oriented A proactive problem solver who leads through systems and accountability Comfortable managing multiple priorities and fast-moving environments Why Join Grow Pro? Mission-driven, people-first culture

INC 5000

award-winning agency for the 3rd year in a row. Direct access to leadership and mentorship Competitive compensation + performance incentives 401(k) with matching Health, dental, and vision insurance Paid time off Professional development opportunities Hybrid work structure Job Type Full-time Work Location Hybrid remote in Oldsmar, FL 34677 (Ability to commute required)

Job Type:

Full-time Pay:

$70,000.00 - $90,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Flexible schedule Health insurance Paid time off Professional development assistance Vision insurance Application Question(s): What interests you most about customer success and client retention, and how do you stay current on best practices in customer experience and account management? What date are you available to start working? Are you comfortable with the listed salary range? How do you handle escalations or difficult client situations while maintaining strong relationships and accountability? Ability to

Commute:

Oldsmar, FL 34677 (Required)

Work Location:

Hybrid remote in Oldsmar, FL 34677