Careers
Part-time Account Manager

REM is looking for Account Manager / Customer Success Coordinator (Part-Time Contractor)

Opening Summary

We are seeking an organized, personable, and detail-oriented Account Manager / Customer Success Coordinator to join our growing team. This is a part-time contractor position working remotely for 16-20 hours per week, supporting our Director of Account Management and helping ensure our clients receive an exceptional experience throughout their journey with REM.

In this role, you will help keep projects moving forward by coordinating client communication, managing follow-ups, supporting onboarding activities, scheduling meetings, and ensuring clients have what they need to succeed.

This position is ideal for someone who enjoys working with people, thrives in a fast-paced environment, and takes pride in staying organized and following through on details. The role is fully remote and operates Monday through Thursday, five hours per day. As an independent contractor, you will have the flexibility to work with other clients and provide your own equipment and workspace.

While this position begins as a part-time contractor role, our goal is to find someone who can grow with the company and potentially transition into a full-time Account Management or Customer Success role in the future.

What We're Looking For

• Excellent Communication Skills: Strong written and verbal communication skills are essential. You should be comfortable communicating professionally and confidently through email, phone calls, and virtual meetings while maintaining a positive and helpful attitude.
• Professional Client Presence: You represent REM to our clients daily. We are looking for someone who is friendly, patient, approachable, and able to build trust through consistent and professional communication.
• Highly Organized: You enjoy keeping things on track, managing multiple priorities, following up on outstanding items, and ensuring important details never fall through the cracks.
• Proactive Follow-Up Skills: You are comfortable reaching out to clients for approvals, responses, missing information, meeting scheduling, and project updates. You understand that persistence and professionalism are both important to client success.
• Strong Time Management: Ability to prioritize tasks, manage deadlines, and maintain momentum across multiple client accounts in a fast-paced environment.

• Problem-Solving Mindset: You take ownership of challenges, think critically, and look for solutions before escalating issues to other team members.

• Attention to Detail: You take pride in producing accurate work, keeping records organized, and ensuring client requests and project updates are communicated clearly.

• Adaptability: Comfortable working in a dynamic agency environment where priorities can shift and no two days are the same.

• Reliable Remote Worker: Ability to work independently while remaining responsive, accountable, and engaged with the team in a fully remote environment.

• Contractor Requirements: You must have your own computer, reliable high-speed internet connection, and a dedicated workspace suitable for professional client communication.

Responsibilities

• Drive Client Momentum: Help ensure projects do not stall by consistently following up with clients, identifying delays, and escalating concerns when necessary.

• Work closely with the Director of Account Management: Provide day-to-day administrative and client communication support to help ensure projects, onboarding activities, and client requests move forward efficiently.

• Cross-Team Coordination: Work closely with Account Managers, Writers, SEO Specialists, Designers, Developers, and other team members to help keep client projects moving forward.

• Client Follow-Up: Proactively follow up with clients regarding approvals, feedback, outstanding requests, missing information, content submissions, and project-related questions.

• Client Onboarding Support: Assist in guiding new clients through REM's onboarding process by coordinating meetings, gathering required information, and tracking onboarding progress.

• Meeting Coordination: Schedule client meetings, onboarding calls, strategy sessions, and review meetings. Manage calendar invitations, reminders, confirmations, and follow-up communications.

• Client Communications: Draft and send professional emails on behalf of the Account Management team, ensuring clients receive timely updates, reminders, requests, and next steps.

• Content Approval Coordination: Assist with blog topic approvals, content reviews, website updates, and other marketing deliverables by obtaining client feedback and approvals.

• Project Support: Help communicate project updates between clients and internal team members, ensuring expectations, timelines, and requirements are clearly understood.

• Client Tracking and Documentation: Maintain organized records of client communications, meeting notes, approvals, action items, and outstanding requests to help keep projects on schedule.

• Deliver an Exceptional Client Experience: Build positive relationships with clients through responsive communication, professionalism, patience, and a commitment to outstanding customer service.

Success in This Role Looks Like

• Clients receive timely and professional communication.
• Projects move forward without unnecessary delays.
• Outstanding client items are consistently tracked and followed up on.
• Meetings are organized and well coordinated.
• The Director of Account Management can focus more time on strategy and client relationships because operational details are handled efficiently.

What You Bring to the Table

At REM Web Solutions Inc., we value professionalism, accountability, strong communication, and a genuine commitment to helping our clients succeed. As an ideal candidate for the Account Manager / Customer Success Coordinator position, here's what you'll bring to our growing team:

• Client Service Mindset: You genuinely enjoy helping people and take pride in creating positive client experiences. You understand that responsiveness, professionalism, and reliability are critical to building long-term client relationships.
• Project Management Tools: Previous experience with project management or task management software such as Asana, Jira, or similar platforms is considered an asset.
• Exceptional Follow-Through: You are highly dependable and understand the importance of following up on outstanding items, tracking commitments, and ensuring tasks are completed on time.
• Technology Comfort: Proficiency with email, phone systems, calendars, virtual meeting platforms, and common business software. Experience with CRM, project management, or marketing platforms is considered an asset.
• Patience and Professionalism: The ability to remain calm, friendly, and solution-focused while working with clients who may have questions, concerns, changing priorities, or urgent requests.
• Represent REM with Excellence: You will often be one of the primary points of contact for our clients. We are looking for someone who can represent REM's values, professionalism, and commitment to customer success in every interaction.

Preferred Qualifications:

• Customer Service Experience: Previous experience in customer service, client support, hospitality, administration, account coordination, client success, or a similar client-facing role is considered an asset.

• Administrative and Organizational Experience: Experience managing schedules, coordinating meetings, tracking tasks, following up on outstanding items, and supporting busy teams or managers.

• Remote Work Experience: Previous experience working remotely and collaborating effectively with team members through email, phone, video conferencing, and online collaboration tools.

• Agency or Marketing Experience: Experience working within a marketing agency, professional services firm, or client-service environment is beneficial but not required.

• Digital Marketing Knowledge: Familiarity with websites, digital marketing, SEO, content marketing, social media, paid advertising, or related marketing concepts is considered an asset but is not required for success in this role.

Why Choose REM?

At REM Web Solutions Inc., we're proud of the company we've built, the clients we serve, and the team culture we've created. For more than 25 years, we've helped businesses grow through website design, digital marketing, content creation, SEO, paid advertising, and strategic consulting. As we continue to grow, we're looking for great people who want to grow alongside us.

• Remote Flexibility: Enjoy the flexibility of working remotely while remaining connected to a collaborative and supportive team.
• Four-Day Workweek Culture: We believe in work-life balance. REM operates on a four-day workweek (32 hours), allowing our team to focus on delivering exceptional results while maintaining time for the things that matter outside of work.
• Learn and Grow: This role provides valuable exposure to customer success, account management, digital marketing, website projects, client communications, and agency operations. It's an excellent opportunity to build skills that can support long-term career growth.
• Established and Respected: REM has been serving businesses since 2001 and has built a strong reputation for delivering exceptional service, long-term client relationships, and measurable results for our clients.

Our Core Values

At REM, our values guide how we work, communicate, serve our clients, and support one another. They define the type of team we want to build and the experience we strive to create for both our clients and our colleagues.

Reliable: We do what we say we're going to do. We follow through on commitments, communicate proactively, and take pride in delivering a consistent, dependable experience.

Respectful: We treat clients, teammates, and partners with professionalism, kindness, and understanding. We value different perspectives and believe strong relationships are built on mutual respect.

Honest: We communicate openly and transparently. We build trust through integrity, accountability, and a commitment to doing the right thing, even when it's difficult.

Passionate: We care deeply about our clients, our team, and the work we do. Our passion drives us to continually learn, improve, and deliver meaningful results.

Resilient: Challenges and setbacks are part of every journey. We remain adaptable, solution-focused, and determined to find a path forward when obstacles arise.

Fun: We take our work seriously, but not ourselves. We celebrate successes, support one another, and believe that enjoying the journey is an important part of building a great team and company.

The 7 Guiding Principles of REM

The success of our customers is paramount, therefore deserving of two spots on this list.

1. Customer Success Comes First
   A successful customer simultaneously demonstrates our worth in the market and our strength over our competitors.

2. Take Ownership
   REM leaders own solutions.  We demonstrate our solutions by owning the problem first. 

3. Think More
   There is always another option.  Always.  Find it.

4. Improve Everything
   Good enough is only good enough for now.  We improve on everything we know and do every chance we can.

5. Congratulate the Victory
   Amplify our momentum with positive recognition.

6. Persevere
   In the face of debate, challenge and confusion, we push forward.  We make it through.

7. Customer Success Comes First
   A successful customer simultaneously demonstrates our worth in the market and our strength over our competitors.

Contract Details

• Part-Time Contractor Position: This is an independent contractor role supporting REM Web Solutions Inc. on a part-time basis.

• Hours:  Approximately 16-20 hours per week, working Monday through Thursday (Yes, we get Fridays off!) for approximately 4-5 hours per day. Flexible working hours are supported; however, the successful candidate should be accessible during regular business hours as needed (9:00 a.m. to 5:00 p.m. ET) to address questions, participate in meetings, and provide support as required.

• Remote Work: This position is fully remote, allowing you to work from your home office or dedicated workspace.

• Equipment Requirements: As an independent contractor, you will provide your own computer, equipment, software, internet connection, and workspace necessary to perform the duties of the role.

• Flexible Contractor Relationship: We understand that contractors may have other clients and projects. If agreed-upon availability, responsiveness, deadlines, and performance expectations are met, you are free to maintain other client relationships.

• Compensation: Compensation will be based on experience, skills, and relevant qualifications. Please include your desired hourly rate when applying.

• Growth Opportunity: While this position begins as a part-time contractor role, we are looking for someone who wants to grow with REM. For the right individual, there may be an opportunity to transition into a full-time Account Management or Customer Success role in the future.

Closing Call-to-Action

Our office is based in Kitchener, Ontario, and this position is primarily remote. We are looking for someone who is available during our regular business hours and enjoys working in a collaborative, client-focused environment.

While the role is remote, occasional in-person attendance may be required for quarterly meetings, company events, team-building activities, training sessions, or client meetings. These opportunities are infrequent but help us maintain the strong team culture and collaborative environment that REM is known for. Candidates located within reasonable travel distance of Kitchener-Waterloo are encouraged to apply.

If you are someone who genuinely enjoys helping people, thrives on staying organized, communicates professionally, and takes pride in making sure nothing falls through the cracks, we'd love to hear from you. This role is ideal for someone looking to build a career in Account Management, Customer Success, client services, or digital marketing while gaining hands-on experience with a growing and established agency.

If you're dependable, proactive, detail-oriented, and passionate about delivering exceptional client experiences, this could be an excellent opportunity to grow with REM. Apply today and tell us why you'd be a great fit for the REM team.

Anticipated Start Date: October 2026