CSM - Stacklist

COMBINE GLOBAL RECRUITMENT JOB DESCRIPTION

Client Success & Account Management Manager

Stacklist (Stacks Inc.) | Remote (LATAM) | Full-Time Contractor

Reports to: CEO

About Stacklist

Stacklist is a B2B SaaS platform where businesses build curated, branded content hubs - used by creators, agencies, hospitality brands, and others. Our fastest-growing segment is US-based real estate agents, who use Stacklist to turn their local expertise - the neighborhoods, schools, services, and stories no algorithm can replicate - into a browsable hub that keeps them present with clients long after a deal closes.

What makes the hubs powerful is how they're found: people increasingly ask AI assistants (ChatGPT, Claude, Gemini, etc.) for local recommendations. Those tools answer by pulling from structured online sources, and we build each agent's hub to be one of them. So when someone asks about schools, neighborhoods, or agents in a given market, the agent's hub can appear in the answer with their name attached - referrals they never paid for. We handle the setup (concierge onboarding) and send monthly reports on where they're surfacing.

We’re a small, fast-moving team (around 12 people, including a 5-person Concierge delivery team), backed by angel investors, recognized by Fast Company (2025), and currently serving ~60 paid clients and growing every month.

The Role

You'll own everything that happens after a client says yes - onboarding, retention, growth, and the relationship itself.

You keep clients engaged and seeing value week to week, run their AI-visibility reporting, and spot where each account can grow. You partner with the Concierge team and tell them what each client needs; they handle the build.

There's no playbook to inherit - you'll write it. We're early, we move fast, and we manage lightly, so you need to be senior enough to land, figure out what's missing, and fix it without waiting to be told.

What You Will Own

Post-Sale Onboarding & Client Partnership

• Take the handoff from sales when a deal closes, while the client is energized and excited.

• Run onboarding: set expectations, establish cadence, and coordinate the hub build and launch.

• Be the client’s partner in moving their business forward - more traffic, more visibility, more value - not just a point of contact.

Ongoing Client Success & Retention

• Keep all ~60 paid clients (and growing) happy, engaged, and getting value every week.

• Run regular check-ins, catch problems before they become complaints, and own the post-sale relationship.

• Own client retention - and help us build how retention and churn are tracked as we scale.

AI Visibility (GEO) Reporting & Growth

• Run clients’ regular AI-visibility / GEO and performance reports.

• Translate those reports into clear next steps and growth conversations that keep clients invested.

Expansion & Upsell

• Identify and pursue upsell and expansion opportunities across the client book - the core of your commission.

Working With the Concierge Team

• Partner with the Concierge Project Manager: direct what each client needs to be successful, while the team owns the hands-on build.

• Join the team’s daily project sync; flag client risks, priorities, and opportunities early.

Building the Practice & Reporting

• Stand up the account-success function: the cadence, lightweight playbooks, and tracking that don’t exist yet.

• Keep leadership informed on client health and risks - surfacing things proactively, not when asked. Metrics will be co-defined, not handed to you.

Who You Are

• An outstanding client communicator. This is what matters most to us. You have strong instincts for corporate client communication - email etiquette, timing, never letting a thread go cold - and you always know the next few steps and take them proactively.

• Proactive and self-directed. You don’t wait to be told what to do or ask “what should I say to this client?” You see what needs to happen, propose it, and run with it.

• Experienced in Client Success / Account Management. You’ve done this at a SaaS company or agency and can step in without onboarding or hand-holding. Project-management skill is a plus, but this is primarily a client-facing CS/AM role.

• A builder, comfortable with a blank page. You can come into an early-stage environment with no playbooks, evaluate where things are, and start putting processes in place - rather than asking to be sent the documentation first.

• Organized across many clients at once. You manage multiple relationships and workstreams without dropping things.

• A strong English communicator, time-zone aligned. Most client interactions are in English with US-based professionals. You can work with significant overlap with US Eastern or Central business hours.

This May Not Be the Right Role If…

• You do your best work inside established systems and clear, predefined processes - here, you’ll be creating them.

• You prefer to wait for direction rather than diagnose and propose the next step yourself.

• Fast-moving ambiguity and light, asynchronous management drain you rather than energize you.

Nice to Have

• Experience in real estate, proptech, or working with real estate professionals.

• Familiarity with project-management tools like Linear, Asana, or Notion.

• Experience with SaaS onboarding and client-lifecycle management.

• Comfort with analytics and reporting on client engagement data.

• Experience coordinating a distributed/remote team.

Compensation & Structure

• Commission & bonus: Performance-based, to be defined with the right candidate - built around (1) commission on post-sale expansion and upsell revenue you generate, and (2) incremental bonuses tied to client retention milestones (e.g., clients reaching 3- and 6-month tenure).

• Type: Full-time independent contractor, engaged through Combine Global Technologies, LLC

• Location: Remote, Latin America preferred. Must have significant overlap with US Eastern / Central time zones.

• Hours: Flexible working hours, Full-time, approximately 40 hours/week.

Tools We Use

Slack (communication), Linear (project management), Notion (docs), and the Stacklist platform, with PostHog for analytics. Our stack is intentionally light - you don’t need to know these coming in, but comfort with SaaS tooling and learning new platforms quickly is expected.