Role Overview: The Client Success Manager (CSM) owns and manages CGN’s recurring client relationships, with a primary focus on ongoing SEO partnerships. This role ensures clients have an exceptional experience, achieve measurable business results, and remain long-term partners of CGN. The CSM serves as a trusted advisor—leading strategic conversations, reporting on performance, identifying growth opportunities, and introducing additional CGN programs where they align with client goals.
The CSM is also responsible for keeping client work on track by coordinating deliverables, removing obstacles, and maintaining clear communication across internal teams to consistently meet timelines and expectations. This role prioritizes high-quality, personalized client touchpoints over volume, ensuring every client receives thoughtful guidance, clarity, and value.
Individuals with a predominant I/D DISC profile thrive in this role, bringing energy, confidence, and momentum to client relationships.
Core Responsibilities:
- Client Journey Management: Own and guide clients through the recurring SEO product lifecycle, ensuring seamless adoption, ongoing engagement, and long-term retention.
- Client Reviews & Strategic Planning: Facilitate recurring monthly client calls, Quarterly Business Reviews, and annual planning conversations to ensure satisfaction, review performance, proactively resolve issues, and uncover expansion opportunities aligned with client goals.
- Business Advisory: Act as a subject matter expert in the interior remodeling and marketing space, providing strategic insights and recommendations to help clients overcome challenges and grow their businesses.
- Critical Issue Management: Serve as the escalation point for client concerns, ensuring timely resolution and communication.
- Cross-Team Collaboration: Serve as the client's voice internally by consistently communicating client progress, key insights, and challenges. Ensure each team has the context needed to address issues quickly, refine strategies, and deliver a seamless client experience.
- Revenue Growth: Identify and present opportunities to upsell and cross-sell CGN programs that align with client goals.
Key Metrics for Success:
- Revenue Under Management: Own and manage a defined book of business, maintaining visibility into active recurring and project revenue.
- Client Retention: Drive long-term client retention through proactive communication, issue resolution, and strong relationship management.
- Meaningful Client Touchpoints: Maintain a consistent cadence of high-quality, value-driven client interactions (monthly calls, QBRs, annual reviews), prioritizing depth over volume.
- Client Satisfaction Score: Maintain strong client satisfaction scores (e.g., NPS or internal satisfaction benchmarks).
- SEO Expansions & Upsells: Identify, recommend, and help close SEO expansions aligned with client goals and performance opportunities.
- Upsells & Account Growth: Surface and support upsell and cross-sell opportunities across CGN services in partnership with Sales and Leadership.
- SEO Deliverables Progress: Ensure all SEO deliverables are clearly tracked, progressing as planned, and completed within agreed timelines.
Job Type: Full-time
Compensation: $70,000–$80,000 competitive base salary, plus performance-based compensation tied to revenue under management and commission opportunities for upsells and account expansions.
Why You Should Join Our Team:
- Paid Time Off: 36 total paid days off each year, including 25 PTO days and 11 paid federal holidays.
- Financial Security: With a 401(k) plan and a company match of up to 4%, we’re committed to helping you secure your financial future.
- Comprehensive Benefits: CGN covers 50% of health and dental insurance premiums and fully covers life insurance for all team members. Here are some of the benefits you’ll enjoy:
Health Insurance
Dental Insurance
Life Insurance
Vision Insurance
Parental Leave
- Continuous Learning: We invest in your growth, from industry certifications to training opportunities.
- Client Profile: We specialize in partnering with interior remodeling contractors. These are high-end, quality-driven, growing companies that seek long-term marketing partnerships.
Schedule:
- 8-hour shift
- Monday to Friday
- Hybrid work model: 3 days in-office, 2 days remote (hybrid schedule starts after the first 90 days of employment)
How Our Hiring Process Works:
- 15-Minute Phone Interview
- Preliminary Zoom interview
- Strengths Assessment and Culture-fit interview
- Practical interview
- Reference and background check
- Offer
