Client Experience Manager

Who You Are

You’re a relationship-first, results-driven communicator who thrives on collaboration, accountability, and momentum. You’re not just keeping things organized, you’re a strategic facilitator who ensures that agency work stays tightly aligned with client expectations, business goals, and timelines. You build trust through consistency, clarity, and insight, and play a pivotal role in helping our clients grow.

Role Overview

As the Client Experience Manager (CXM), you are the primary relationship owner for a portfolio of clients and the main liaison between clients and internal teams. While the Lifecycle Marketing Strategist (LMS) owns the strategy, you ensure that it is effectively translated, communicated, and delivered on time and at a high standard. You serve as the central point of coordination, helping clients feel heard and understood while driving clarity and accountability internally.

Client Partnership & Strategic Enablement

Focus: Relationship management, strategic alignment, KPI ownership, and client guidance.

- Act as the main point of contact for clients by guiding the narrative and managing regular communication, proactive check-ins, and ongoing relationship-building efforts.
- Proactively reach out to clients to share updates, wins, or check in on changing priorities, building credibility and long-term trust.
- Build a deep understanding of each client’s business goals, challenges, main KPIs, and evolving needs.
- Identify the client’s business and marketing problems and lead the definition of their primary KPI(s), in collaboration with the LMS and performance team.
- Own and maintain the One KPI Dashboard, ensuring it reflects current client objectives and is updated before every check-in or meeting (internal or external).
- Bring client insights, feedback, or shifting priorities to the internal team, led by the LMS, to support strategy development and execution.
- Set clear expectations with clients regarding responsibilities, timelines, and scope.
- Support additional strategic functions as required.

Campaign Coordination & Oversight

Focus: Asana and cross-functional coordination, internal meetings, and maintaining execution clarity and accountability.

- Translate the campaign calendar (defined by LMS) into clear, trackable boards in Asana.
- Own the Asana conventions and task setup, maintaining clarity, naming conventions, and team responsibilities across all projects.
- Take initiative to capture and input all required tasks in Asana, especially after client interactions or internal planning sessions.
- Coordinate with the LMS to clarify next steps, ensuring tasks reflect strategic priorities and are tied to specific outcomes.
- Identify when the CXM is the appropriate executor (e.g., meeting prep, check-ins, approvals) and assign herself/himself accordingly.
- Ensure Asana reflects a real-time, accurate picture of responsibilities, deadlines, and client commitments.
- Provide client-side inputs (assets, deadlines, feedback, context) to the LMS to support the development of accurate and actionable campaign briefs.
- Lead and own pod meetings, ensuring internal team alignment and progress toward goals.
- Build and maintain the calendar of recurring client-agency meetings, adjusting frequency and format as needed.
- Actively participate in internal brainstorming sessions and team discussions during strategic planning phases.
- Perform other coordination-related responsibilities as assigned.

Client Intelligence Gathering & Documentation

Focus: Collecting, updating, and housing client insights in an organized and accessible way.

- Take continuous ownership of collecting, organizing, and maintaining all relevant client information, including insights gathered through onboarding, discovery interviews, questionnaires, shared documents, and ad-hoc conversations.
- Ensure this information is accurately captured and housed in the designated internal locations (e.g., shared folders, HubSpot records, etc), making it easily accessible for the Lifecycle Marketing Strategist and supporting teams.
- Update documentation proactively as client priorities evolve, maintaining alignment between what the client needs and what the internal team is executing.
- Play a key role in reducing knowledge gaps by ensuring that strategic and executional teams have the full context necessary to do their best work.
- Assist with other documentation tasks as required.

Client Reporting & Performance

Focus: KPI reporting, communication of results, and surfacing opportunities or concerns.

- Share monthly One KPI performance updates with clients at a high level, tying back marketing outcomes to business value.
- Communicate results and next steps clearly and professionally, surfacing opportunities or areas of concern early.
- Collect, document, and relay client feedback consistently to internal teams to inform adjustments and optimizations.

Internal Collaboration & Delivery Alignment

Focus: Team coordination, risk management, and internal advocacy for the client.

- Collaborate with Lifecycle Marketing, Design, and Development teams to ensure aligned execution.
- Ensure timely handoffs, task ownership, and clarity across departments.
- Proactively identify project or communication risks and resolve blockers with internal stakeholders.
- Advocate for the client within the agency, ensuring their perspective is considered in internal decision-making.
- Support additional internal collaboration efforts as required.

Qualifications

- Agency Experience: 5+ years managing client relationships in a digital marketing agency environment, with proven success overseeing multi-channel campaigns and working cross-functionally with strategy, creative, and execution teams.
- Digital Fluency: Strong understanding of digital marketing channels and tactics (e.g., email marketing, paid media, SEO, CRO, automation), and how they support full-funnel customer journeys.
- Lifecycle Awareness: Ability to speak the language of lifecycle marketing, with a working knowledge of how leads move through awareness, consideration, conversion, and retention stages.
- Strategic Translator: Skilled at turning strategic direction into clear next steps, timelines, and stakeholder action, without owning the strategy itself.
- Project & Tool Proficiency: Experienced with project management and CRM tools like Asana, HubSpot, and Harvest, with the ability to manage timelines, tasks, and documentation in a fast-paced environment.
- Client Communication: Strong written and verbal communication skills, with the ability to build trust, simplify complex topics, and guide client conversations with empathy and confidence.
- Organizational Excellence: Highly organized and detail-oriented; able to manage multiple clients, calendars, and moving pieces without missing a beat.
- Initiative & Ownership: Proactive mindset with a bias toward action—comfortable owning outcomes, identifying blockers, and stepping up before being asked.
- Team Collaboration: A positive, team-first collaborator who can work closely with strategists, designers, developers, and leadership to keep projects and relationships healthy.

Accountabilities

- Client Satisfaction & Retention
- Timely & High-Quality Project Delivery
- Accuracy of KPI Dashboards & Asana Tracking
- Client Meeting Cadence & Communication Rhythm
- Internal Team Alignment & Cross-Department Coordination
- Effective Onboarding & Offboarding Execution
- Identification of Growth Opportunities (Renewals/Upsells)

Working Conditions

- Ability to attend and lead virtual or in-person client meetings and presentations
- Comfortable working with various digital platforms for project tracking and communication
- Valid driver’s license and ability to travel locally for client meetings, if needed
- Ability to manage multiple priorities, tight deadlines, and emotionally charged conversations with calm and professionalism
- Commitment to ongoing improvement, clarity, and transparency in all aspects of work

#J-18808-Ljbffr