ServiceHawk is a full-service digital marketing agency built exclusively for HVAC and electrical contractors.

Our purpose is simple:

to help 7-figure HVAC and electrical contractors become trusted local legends. We build bold, trackable marketing systems — websites, search, paid media, automation, and AI — that attract better leads, close more jobs, and grow customer lifetime value for independently owned contractors competing against private-equity-backed giants. They've got private equity. Our clients have us. We run on EOS (the Entrepreneurial Operating System), which means clear seats, real scorecards, and no ambiguity about who owns what. We are growing from a Gulf Coast agency into the go-to home services marketing company across the Southeast, and every person we hire gets a defined seat, a number they own, and a visible path up as we grow. Our Core Values (we hire and fire by these) First Class Service — We make clients feel prioritized at all times. Integrity — We always do what's right, even when no one is watching. Respect — We respect the trades, the work, and the people behind the businesses we serve. Solutions Over Excuses — We take ownership and deliver solutions fast. Tenacity — We unite to overcome challenges that hold others back.

Mission:

Own the retention number — 98% home-service retention is the 3-Year Picture, and it is your scorecard. You lead the CSM team, carry a small book of flagship accounts yourself, run the client health system, and own every save. When a client is unhappy, you are the last line before churn — and usually the reason it doesn't happen. This seat OWNS Company client retention: the number, the health-score system, and every save-plan Management of the CSM team: books of business, coaching, call quality, hiring as the book grows The client communication standard: cadence, SLAs, reporting call quality — defined, trained, audited

Escalations:

any red-health client or cancellation threat lands on your desk with a documented save-plan within 48 hours Renewals, downgrade saves (Market Takeover → ServiceConnect PRO instead of churn), and expansion revenue coordination A personal book of 8-12 flagship accounts so you never lose feel for the front line

NPS:

the survey program and the 70+ goal This seat does NOT own Performance outcomes and narratives → Digital Performance Manager (you consume them; push back when they're not client-ready) Delivery dates and production → Director of Product Operations The first 60 days of a new client → Onboarding Manager (you accept the handoff and can reject an incomplete one) New business → SVP of Business Development Responsibilities Maintain red/yellow/green health scores on 100% of accounts, reviewed weekly with CSMs Run the L10 for the CS team; report retention, NPS, and at-risk counts to leadership weekly Audit CSM reporting calls monthly (join or review recordings); coach to the standard Own the Day-60 handoff acceptance gate: incomplete onboarding gets bounced back, not absorbed Drive quarterly strategy sessions on flagship accounts; template what works for all CSMs Run the exit-interview process on any lost client; feed causes into the leadership issues list KPIs on the scorecard Gross revenue retention ≥ 98% home-service (90% total agency per VTO) NPS ≥ 70 and survey response rate Red-account save rate; save-plan in place within 48 hrs: 100% CSM call quality scores and team eNPS contribution First 90 days — success looks like Health-score system live on 100% of accounts Communication standard documented and every CSM trained on it First month at or above retention target with zero communication-caused losses Qualifications 4+ years in client success/account management with 1+ year leading a team, agency environment strongly preferred Home services or trades-adjacent client experience a major plus — you must genuinely like contractors Proven saves: you can tell three stories of clients you kept who were walking

Data-comfortable:

you can pressure-test a performance narrative before a client hears it EOS familiarity a plus

Pay:

$60,000.00 - $80,000.00 per year

Benefits:

401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person