ROLE

Love travel? Want to be the person travel agencies lean on after go-live — so their sales system actually sticks?

As a Client Success Partner at Flow21, you own the travel agency client after onboarding: customizations, automations, adoption, retraining, and keeping them active week to week — so Ian only does sales, marketing, and acquisition.

You receive a clean handoff from the Onboarding Specialist. From that point the relationship is yours. You are the agency’s day-to-day person. Your job in one line: do everything else so the client won’t churn.

This seat exists because retention and customization need a different skill mix than first-week setup. If you only want greenfield setup and then disappear, apply to Onboarding Specialist instead.

Flow21 installs sales and marketing systems for travel agencies — agencies that sell tours, packages, and travel services. The pipeline on every account is Inquiry → Quotation → Downpayment → 2nd Payment → Docs Released. Churn is not an abstract company metric on this seat — when a client goes inactive, your weekly outcome pay for that client stops.

You do not need prior travel-agent credentials. You do need real interest in the industry and comfort owning live relationships with agency owners and staff.

RESPONSIBILITIES

- Own the handoff book after handoff: Receive Onboarding’s build log and risks. Book the next meeting from the handoff meeting (BAMFAM). Never let an agency go without a next touch.

- Customize inside the CRM: Build automations and workflow changes within SOP / sprint boundaries (inquiry routing, quotation follow-ups, payment-stage nudges, docs-release signals). Reuse snapshot artifacts before inventing. Hand reusable work back to ops.

- Drive adoption: Retrain owners and staff on real booking days. Quiet clients get chased. Usage — not “we installed it” — is the bar.

- Protect retention: Spot churn risk early (hesitation on billing, no next meeting, staff not logging in, seasonality excuses that hide avoidance). Escalate commercial issues to Ian same day. Keep the relationship warm while he handles money.

- Cap fragile load: Respect the fragile-account policy (onboarding or early-life accounts). Ask before exceeding it.

- Feed biweekly planning: Bring at-risk accounts, repeated travel-agency requests, breakage, and candidates for standard builds. Out-of-platform asks are decided in planning — never promised on a call.

- Escalate cleanly: Support tickets → 24/7 helpdesk (route, then confirm resolution). Pricing, discounts, contracts, cancellations → Ian. Unbuildable requests → sprint. Never quote a price.

REQUIREMENTS

- Philippines-based, with weekday daytime PH availability for client video calls.

- Genuine interest in travel / the travel industry — you care enough about agency ops to stay sharp when volume swings with seasons.

- Proven client-facing account management, customer success, or retention experience (sales background not required).

- Can diagnose CRM workflows and implement safe customizations — or learn fast under SOP with high judgment. Prior CRM use in any role is required.

- Strong spoken and written English; direct with owners without losing warmth.

- Integrity under pressure — same-day bad news. We check references for exactly this.

- Reliable internet, camera, mic. Arrive prepared; follow scripts; you are Flow21 on every call.

- Willing to work as an independent contractor on outcomes-based pay (no base salary).

- Personal runway for variable early income while the book builds.

Nice to have: Prior work with travel agencies, OTAs, tour operators, or hospitality. Formal teaching/training. Prior retention metrics ownership. CRM certification (plus, not a seniority substitute).

Not a fit if: You only want onboarding projects. You want backend automations with no client calls. You have zero interest in travel or agency ops. You avoid chasing quiet clients. You need a guaranteed salary soon. You quote prices or hide problems to “keep the peace.”

RESULTS

- Travel-agency clients on your book stay active and use the system weekly — not parked logos.

- Quiet accounts get touched before they churn; commercial hesitations reach Ian the same day.

- Customizations stay inside platform/SOP bounds; sprint inputs are specific (which client, when, what happened).

- Fragile load stays inside policy.

- No orphaned accounts without a next meeting.

- You never quote price, never promise unbuildable features, never leave bad news overnight.

- Your presence makes ops and Onboarding better — reusable builds flow back into snapshots.

SCHEDULE

- Weekday daytime Philippine hours for client calls, retraining, and adoption check-ins.

- You set the rest of your week. No mandatory daily attendance huddle unless team rhythm changes.

- Biweekly snapshot / sprint planning with ops (COO-led).

- Respond fast — a slow reply is often the first symptom of an account going quiet.

LOCATION

- Fully remote.

- Philippines-based applicants only.

- Client communication in designated group channels (never private DMs with clients).

COMPENSATION

- Independent contractor. Performance / outcomes-based. No base salary, no retainer, no fixed floor.

- Mechanic: You are paid per week each client on your book stays active. Inactive, churned, or empty book → no weekly payout for those clients.

- Exact weekly fee, Friday snapshot rules, Software-Only treatment, handoff-week ownership, and legacy pro-rate rules are covered in interview and in the handbook before you accept — not in this posting.

- Early book is thin by design. Bring personal runway. We would rather you opt out at the handbook step than in week one.

FLOW21 CORE VALUES

1. We all eat from the same table. Ownership. Integrity. Personal responsibility. Pay is private; pipeline, recordings, numbers, and mistakes stay open.

2. Kaizen. Mistakes are allowed. Repeating them is not. Self-report. Systemize what repeats.

3. Focus1. Distraction is a big enemy. Know who is stuck, who is quiet, and who is at risk this week.

4. Positive Attitude. Remote delivery dies when the energy goes sour. Bring the tone you want owners to catch.

Zero tolerance: Deleting or hiding recordings or client records. Misrepresenting calls. Hiding client problems. Promising undelivered work.

HIRING PROCESS

1. Apply

2. Resume + AI screen

3. Interview with Ian

4. Live exercises (retention judgment + safe customization)

5. Full handbook before you accept

6. Decision

Responsibilities

Onboard new clients from a 7-day trial to fully live and using the system daily
Own client management, retraining, and retention for assigned accounts
Build and implement customizations achievable inside the CRM
Provide inputs to weekly sprint planning
Manage accounts
Lead client training calls and guide clients through system adoption
Follow up with clients who go quiet to support continued usage and retention

Required Qualifications

Strong spoken and written English, comfortable leading client training calls
Reliable internet connection (2x connection backup is a plus)
Working camera and microphone for video calls
Available weekday daytime hours, Philippine time
Real client-facing experience — onboarding, training, account management, customer success, support, teaching, or hospitality front-of-house (sales background not required)
Under 12 months of GoHighLevel experience — some exposure required (certification, coursework, self-study, or up to 12 months hands-on)

Preferred Qualifications

GHL certification (HL Accelerator or equivalent)
Formal training or teaching experience (corporate trainer, teacher, tutor, or onboarding lead)
Comfort working with people and training clients
Ability to operate in a role with slower ramp-up and the need for roughly six months of financial runway