Momentum360
Momentum360 — Internal Role Document

Client
Success
Framework

30
Active Clients
4
Growth Tiers
$5k+
Earning Potential
01 — Context
What You're Walking Into

Momentum360 is a full-service digital marketing agency based in London, Ontario. We help businesses grow through smart strategy, clear data, and proven results — acting as a true partner to every client we work with.

Our services include SEO, Google Ads, Meta Ads, web design, social media, and content. Our clients range from local service businesses to multi-location brands, and we hold ourselves to a high standard of transparency, communication, and performance.

  • ~30 active clients across multiple service lines
  • Dedicated teams for SEO, Ads, Web, and Social
  • GoHighLevel as the primary CRM and communication platform
  • A fast-moving, growing agency where this role will have real impact from day one
  • Leadership that is invested in building this function properly and compensating it well
02 — Ideal Candidate
Who This Is For

This role is built for someone who takes genuine pride in keeping clients happy and informed — not because they were told to, but because that's just how they operate.

You don't need a manager checking in on you. You see what needs to happen, you make it happen, and you follow through without being asked twice.

This is not a task-execution role.
It's a relationship ownership role. The right person will feel the difference — and it will show in how they work.

You're a strong fit if you are:

  • A natural communicator who builds trust quickly and maintains it
  • Someone who stays ahead of issues rather than reacting to them
  • Highly organized and detail-oriented — nothing slips through
  • Comfortable coordinating across multiple teams and keeping everyone accountable
  • A self-starter who takes ownership without needing direction
  • Excited by the idea of building and improving systems, not just following them
03 — Engagement
How We Work Together

This is a contract/retainer engagement, not a traditional employment arrangement. You'll operate as an independent contractor, invoicing monthly against the agreed retainer for your tier.

This structure gives you flexibility while allowing Momentum360 to build a committed, long-term partnership with the right person.

  • Monthly retainer, invoiced by you
  • Outcome-focused — results matter more than hours logged
  • Flexibility to manage your own schedule within the scope of the role
  • Commission structure on top of base retainer (unchanged across all tiers)
  • Clear path to increased compensation as performance is demonstrated
01 — Purpose
Role Objective

This is the single point of ownership across all client relationships at Momentum360. The person in this role is responsible for ensuring nothing falls through the cracks — and that every client feels fully taken care of.

  • Client communication & relationship management
  • Onboarding execution and follow-through
  • Deliverables and expectation alignment
  • Internal coordination across all teams
  • Identifying upsell and growth opportunities

With ~30 active clients, strong execution in this role directly impacts retention, client experience, and business growth. This isn't a support role — it's an ownership role.

Strong execution → scalable business.
Weak execution → breakdown across every area. The standard is high because the stakes are high.

02 — Compensation
Growth Path
Tier 1
$3,000
/ month — 60–90 days
Ownership Trial
Prove consistency and reliability. Establish that nothing gets missed.
Tier 2
$4,000
/ month
Client Success Manager
Full ownership of all clients. Leadership no longer needs to think about follow-ups.
Target
Tier 3
$5,000
/ month
Head of Client Success
Build, optimize, and lead the client success function. Managing the experience, not just executing tasks.
Tier 4
$5k+
/ month — performance scaled
Head of CS — Growth Aligned
Compensation scales with retention, expansion revenue, and measurable agency growth.

Commission structure remains unchanged at all tiers.

03 — Standards
Non-Negotiables
◆
No Dropped BallsEvery handoff, meeting, and commitment is owned and delivered.
◆
No Missed MeetingsClient intros, onboarding calls, and check-ins happen on time, every time.
◆
Proactive CommunicationClients are never chasing updates. They hear from us first.
◆
Attention to DetailEmails, records, and communications are accurate and professional.
◆
Ownership MindsetNot task-based execution. Full responsibility for outcomes.
◆
Consistent PerformanceOccasional strong performance is not the standard. Consistency is.
04 — Evaluation
How Progression is Earned
Tier 1 → Tier 2
Focus: Consistency + Reliability
  • All client onboarding completed within defined timelines
  • No missed meetings, handoffs, or delays
  • Weekly client communication maintained across all accounts
  • Zero communication errors — internal stays internal
  • Accurate and organized tracking in GoHighLevel
  • Strong coordination with SEO, Ads, Web, and all internal teams
Key Outcome
  • Operations feel stable — nothing is slipping
  • Leadership does not need to step in
Tier 2 → Tier 3
Focus: Ownership + Measurable Impact
  • Full ownership of all client relationships — no oversight required
  • Proactive client communication without prompting
  • Early identification of at-risk clients and delivery issues
  • Clear tracking of client health: strong / neutral / at-risk
  • Confident leadership of all client calls and updates
  • Internal accountability — holding teams to timelines
  • Introduction of systems, SOPs, and process improvements
  • Identifying upsell and account expansion opportunities
Key Outcome
  • Clients feel consistently taken care of
  • Problems are prevented, not reacted to
  • Operations visibly improve over time
Tier 3 → Tier 4
Focus: Scaling the Function + Driving Growth
  • Measurable improvement in client retention
  • Contribution to revenue growth via upsells and account expansion
  • Development and implementation of SOPs across client success
  • Optimization of onboarding, communication, and reporting processes
  • Ability to support or manage additional CS resources as team grows
  • Acting as a strategic partner to leadership — not just execution
  • Client success becomes a scalable system, not a single person
Key Outcome
  • Client Success is a scalable, documented function
  • The role contributes directly to retention and revenue
  • Compensation scales with impact, not tenure
05 — Closing
This is a high-impact, high-trust role. The path is clear — success depends on execution.

There is a clear path for growth and increased compensation at Momentum360. Progression is based on proven performance, not time or tenure.


If this role is executed properly, it becomes one of the most important positions in the company — and we'll compensate it that way. The $5,000 level isn't a ceiling. As the agency grows and consistent results are delivered, we're absolutely open to scaling compensation further.


The opportunity is here. We want this to work, and we're invested in making it work.