Client Experience Manager

Market My Market; Charlotte (NC); Remote; USD 70,000 - 80,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

PTO 2.25 weeks

Remote work

Job summary

Market My Market is seeking a Client Experience Manager to serve a portfolio of 30-40 service businesses, primarily law firms, medical and dental practices. You will lead account strategy, upsell opportunities, renewals, and client communications to maximize value and retention.

You\'ll collaborate with CSAs and SEO managers, review performance, present insights, and guide campaigns from strategy through execution to deliver measurable outcomes for our clients and the agency.

Qualifications

• 3+ years managing a portfolio of SEO clients at an agency.
• Ability to interpret Google Search Console data and explain ranking changes to clients.
• Experience with organic SEO strategy and local search marketing.
• Strong communication skills and ability to build trust with clients quickly.
• Knowledge of Legal, Dental or Medical industries.

Responsibilities

• Develop and implement customized account strategies for clients.
• Identify upsell opportunities and secure renewals.
• Maintain strong client relationships as the primary liaison.
• Attend client events and partner with internal teams.
• Oversee a portfolio of 30-40 clients and manage deliverables.
• Coordinate with CSAs on marketing activities and reporting.
• Track client performance metrics and report results.
• Provide strategic consultation based on market trends and campaign data.
• Deliver thoughtful client experiences and meaningful gifting.

Skills

SEO management

Google Analytics

Google Search Console

Client communication

Account strategy

Upsell & renewals

Local SEO

Cross-functional collaboration

Ahrefs

HubSpot

Asana

Tools

Ahrefs

HubSpot

Asana

Job description

Client Experience Manager

About Market My Market

Market My Market is a fast-growing digital marketing agency delivering customized, full-service marketing campaigns that bring companies to life online. We pride ourselves in delivering measurable results that directly impact our clients' businesses. Our target markets include single event legal, specialty medical, and dental clients located across the country who are looking to grow their presence in their local markets.

Our Growth Story: In just 4 years, Market My Market has experienced remarkable growth, expanding from 40 clients to nearly 200 clients. This rapid expansion reflects our commitment to excellence and the trust our clients place in our services.

About the Role

As a Client Experience Manager (CXM) at Market My Market, you'll serve as the primary point of contact for a portfolio of 30-40 single-location and small-multi-location service businesses — primarily law firms, specialty medical practices, and dental practices focusing on delivering exceptional account management and fostering long-term client relationships. You'll be responsible for account strategy, maximizing client opportunities through upselling and cross-selling, communicating value, and delivering insights related to business development and operations. You'll collaborate closely with Client Success Assistants (CSAs), who provide operational and administrative support, and report to the Director of Client Experience.

A week in this role looks like reviewing ranking changes and surface anything urgent to your SEO Managers, client strategy calls where you'll walk your clients through trends, GBP performance, content roadmap, and what's next for their campaigns, monthly reporting prep with your CSA, renewal conversations and upsell positioning for clients hitting milestones as well as working alongside the team to find new opportunities to elevate the work we do day in and day out.

Career Growth Opportunities

Join our thriving Client Experience team, which has grown from just 2 team members to 20 in the past 5 years. As we continue our expansion, we're creating clear advancement paths for motivated professionals. We believe in promoting from within and providing our team members with the resources and mentorship needed to grow their careers alongside our company.

Key Responsibilities

• Account Strategy: Develop and implement customized account strategies to help clients achieve their marketing goals, ensuring alignment with their business objectives
• Upsells and Renewals: Identify opportunities for upselling additional services and secure contract renewals through consistent communication and value demonstration
• Client Relationship Management: Act as the primary liaison between clients and internal teams, fostering trust and maintaining strong relationships
• Client Event Representation: Attend client events, industry conferences, and meetings to strengthen partnerships and represent Market My Market
• Portfolio Management: Oversee a portfolio of 30-40 clients, ensuring all deliverables are met and proactively addressing client concerns
• Collaboration with CSAs: Work closely with CSAs to coordinate the execution of marketing activities, including content delivery, reporting, and project management
• Performance Monitoring: Track and report on client performance metrics, ensuring campaigns deliver measurable results
• Problem Solving: Address client challenges by coordinating with internal teams and presenting solutions to maintain satisfaction and retention
• Strategic Consultation: Provide insights and recommendations based on client needs, market trends, and campaign performance
• Client Experience: Create thoughtful client experiences and gifting that shows care for the client as an individual and investment in the relationship

Requirements

• 3+ years managing a portfolio of SEO clients at a digital marketing agency. You should be comfortable interpreting Google Search Console data, explaining ranking movement to a non-technical business owner, and discussing the trade-offs of a Google Business Profile category change with a client on acall
• Proven track record of managing client relationships and driving client retention
• Experience with organic SEO strategy development and execution
• Strong understanding of Google Business Profile optimization and local search marketing
• Experience analyzing SEO performance data and communicating insights to clients
• Knowledge of Legal, Dental or Medical industries. You understand how a personal injury firm thinks about caseload, how a dental practice thinks about new-patient acquisition cost, or how a specialty medical practice navigates referral relationships
• Excellent verbal and written communication skills
• Ability to build trust and rapport with clients quickly
• Problem-solving skills and ability to navigate challenging client conversations
• Strong organizational skills to manage multiple accounts simultaneously
• Proficiency with tools such as Google Analytics, Google Search Console, Ahrefs, HubSpot, and project management software

Team Achievements

Our Client Experience team has been instrumental in:

• Maintaining a 90%+ client retention rate during our rapid growth phase
• Successfully transitioning clients to expanded service packages, increasing average client value by 25%
• Developing sophisticated onboarding processes that reduce time-to-value for new clients
• Creating client success frameworks that have directly contributed to our expansion from 40 to nearly 200 clients

Location

This position is fully remote and we are only hiring candidates located in the following states:

• Alabama
• California
• Colorado
• Florida
• Georgia
• Illinois
• Indiana
• Iowa
• North Carolina
• New Jersey
• Nevada
• New York
• Maryland
• South Carolina
• Texas
• Washington
• Virginia

Compensation & Benefits

• $70,000 - $80,000 per year,salary based on experience
• PTO: 2.25 weeks per year
• Health insurance benefits
• 401(k) plan (after 1 year of employment)
• Remote work opportunity

Our Core Values

• Do What You Say
• Be Honest and Transparent
• Proactive, Not Reactive
• Be Thought-Leading
• Instill Trust Through Consistent Accountability
• Always Do Better, Always Be Better
• Do the Right Thing for Clients and MMM

Market My Market is an equal opportunity employer and does not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, protected veteran status, genetic information, or any other legally protected classification or status.