Client Success / Account Lead — Freelance
John Kind Studios LLC
Remote | Project-Based Independent Contractor
ABOUT JOHN KIND STUDIOS
John Kind Studios is a Boston-rooted creative production and strategic partner helping organizations turn their goals into coordinated creative work. Our services include video, photography, sound, design, digital content and ongoing creative partnerships.
Our mission is straightforward: Make what needs to happen, happen.
We work with nonprofits, educational institutions, businesses and community organizations. Our clients need thoughtful creative work, clear communication and dependable delivery.
THE OPPORTUNITY
We’re seeking a Client Success / Account Lead who can take ownership of communication and follow-through for assigned client relationships.
You’ll help clients understand what happens next, keep requests and approvals moving, and make sure questions or concerns reach the right person. You should be comfortable initiating follow-ups, documenting decisions and resolving routine issues within your authority.
Success means clients feel informed, commitments remain visible, and the founder does not need to personally chase every update.
RESPONSIBILITIES
• Guide assigned clients through onboarding and explain the agreed workflow, responsibilities and next steps.
• Serve as the routine point of contact for assigned accounts.
• Track client requests, questions, decisions, approvals and follow-up commitments.
• Gather briefs, materials and feedback needed by the creative team.
• Coordinate client check-ins and send concise, useful updates.
• Consolidate feedback so the delivery team receives clear direction.
• Work with the project manager or Operations Lead to understand progress, dependencies and deadlines.
• Identify missing information, stalled approvals or relationship concerns early.
• Escalate issues with enough context and a recommended next step.
• Recognize requests outside the agreed scope and route them for approval before making commitments.
• Support project closeout, client feedback and appropriate renewal conversations.
• Maintain accurate account records and a clear history of communication.
HOW THE ROLE WORKS WITH THE TEAM
Client Success owns client communication and relationship follow-through. Project management and operations own internal delivery coordination. Creative leads own their assigned creative work.
You’ll connect those responsibilities through clear handoffs. Pricing, scope changes and commitments outside your assigned authority require JKS approval.
Any assignment combining these responsibilities will be explicitly scoped and compensated.
WHAT WE’RE LOOKING FOR
• Experience in client success, account coordination, customer service, project coordination, agency work or another role requiring dependable follow-through.
• Clear, professional writing and confident verbal communication.
• Ability to organize multiple requests and distinguish urgent matters from routine follow-ups.
• Sound judgment about what you can resolve and what needs escalation.
• Comfort communicating with clients and creative professionals across disciplines.
• Ability to use Slack, email, shared documents and project-management tools. Experience with Monday.com or similar platforms is helpful.
• Reliable availability during agreed response windows.
• Respect for confidential client and company information.
A particular degree is not required. Relevant experience can come from employment, freelance projects, student organizations or community work, provided you can explain what you owned and how you followed through.
WHAT STRONG PERFORMANCE LOOKS LIKE
• Clients know the status of their work and their next action.
• Requests and decisions are recorded where the team can find them.
• Follow-ups happen without repeated reminders from the founder.
• Delays and concerns are raised while there is still time to respond.
• Clients receive realistic commitments supported by the delivery team.
• Handoffs include the information the next person needs.
HOW WE WORK
JKS uses written Project Snapshots to introduce opportunities and confirm interest, scope, availability and compensation.
Joining the network does not automatically assign you to every project. Each engagement has its own written responsibilities, schedule, response windows and payment terms.
This is a remote, project-activated independent contractor opportunity. Assignments, hours and income are not guaranteed. We are seeking dependable availability during agreed windows; continuous or around-the-clock availability is not expected.
COMPENSATION AND ASSIGNMENTS
The standard Client Success allocation is 5% of collected JKS service revenue attributable to the project or account you are assigned to support, excluding pass-through expenses.
For illustration, an assigned engagement generating $10,000 in eligible collected service revenue would produce a $500 Client Success allocation. This example is not a promise of project volume or earnings.
Before an assignment begins, the written Project Snapshot or agreement will identify the responsibilities, eligible revenue basis, expected workload, payment timing and any approved alternative compensation arrangement.
HOW TO APPLY
Apply through Handshake with your résumé and a short cover letter addressing:
Describe a client relationship, project or ongoing responsibility you helped keep organized. What did you personally own?
A client’s approval is overdue, the delivery deadline is approaching, and the creative team cannot proceed. What would you do?
What is your location, time zone and dependable weekday availability in Eastern Time?
Confirm that you understand this is a project-based contractor opportunity with percentage-based compensation and no guaranteed hours or assignments.
Please keep your responses concise and specific. Existing examples are welcome; no unpaid client work or speculative project is required.
Selected applicants will receive a message inviting them to schedule a conversation with John Kind.
Learn more:
https://www.johnkindstudios.com
