Client Success Manager

About CGN

Contractor Growth Network is a digital marketing agency for high-end residential remodeling and design-build contractors. We run SEO, content, and digital strategy for contractors who want a predictable pipeline of qualified leads. Our clients are high-end, quality-driven businesses looking for a long-term marketing partner — and you are that partner.

The Role

We're hiring a Client Success Manager to own the full client relationship from day one of onboarding through the entire lifecycle with CGN. You are the authority on your clients' marketing — the person they trust to tell them what's working, what's next, and what they should invest in to grow.

From kickoff, you work alongside our Website Project Manager during the 90-day build — owning Google Business Profile setup, blog strategy, link building, service location pages, and the broader SEO foundation while the website is being built. Once the site launches, you own everything.

This is not a passive relationship management role. You lead client calls with confidence, communicate performance in plain language, and proactively bring solutions instead of dwelling on minor issues. You are also the person who identifies when a client should be investing more — and you close that conversation independently using CGN's pricing resources.

What You'll Own

Client Onboarding & Early Lifecycle

• Engage clients from day one of onboarding alongside the Website Project Manager
• Own the SEO foundation during the 90-day build: Google Business Profile, blog strategy, link building, service location pages, and related deliverables
• Set clear expectations for the SEO relationship, timeline, and what success looks like
• Establish yourself as the client's trusted marketing authority from the first interaction

Ongoing Client Relationship & Performance

• Own and lead all recurring client calls — monthly check-ins, Quarterly Business Reviews, and annual planning conversations
• Present performance metrics with confidence and clarity — helping clients understand their SEO results, lead generation trends, and marketing ROI
• Lead with solutions and momentum — focus conversations on progress, opportunity, and what's next rather than minor issues
• Act as the subject matter authority on the client's marketing — providing strategic insights and recommendations in the context of their business and market
• Proactively identify risks to client satisfaction or retention and address them before they escalate

Revenue Growth & Upsells

• Identify and present opportunities for clients to expand their CGN investment — larger SEO packages, paid advertising add-ons, additional website pages, and other CGN services
• Close upsell and cross-sell conversations independently using CGN's company-provided pricing resources
• Position every recommendation in the context of the client's goals and market opportunity — not as a sales pitch

Internal Coordination & Deliverable Oversight

• Serve as the client's voice internally — communicating progress, insights, and challenges across the SEO and content teams
• Ensure all SEO deliverables are tracked, progressing on schedule, and completed within agreed timelines
• Coordinate with internal teams to remove blockers and maintain a seamless client experience

Critical Issue Management

• Serve as the escalation point for client concerns
• Resolve issues quickly, communicate transparently, and restore client confidence

How We Measure Success

• Client retention — long-term retention through proactive communication and strong relationships
• Book of business growth — managing 25 clients today with a target of 40
• Revenue under management — maintaining full visibility into active recurring and project revenue
• Upsells and account growth — independently identifying and closing expansion opportunities
• Client satisfaction scores — NPS or internal satisfaction benchmarks
• SEO deliverable progress — all deliverables tracked and completed on time
• Meaningful touchpoints — consistent cadence of high-quality monthly calls, QBRs, and annual reviews

What We're Looking For

2+ years in a client-facing role — account management, client success, or a similar relationship-driven position. You are confident on calls, comfortable with data, and energized by helping clients win. You know how to read a room, lead a conversation, and close an upsell without making it feel transactional.

• Confident, polished communicator — you own client calls and leave every client feeling informed and assured
• Comfortable presenting performance data — you can translate SEO metrics into plain language a contractor owner understands and trusts
• Solutions-oriented mindset — you lead with what's working and what's possible, not what's wrong
• Natural relationship builder — clients see you as a partner, not a vendor
• Self-directed closer — you identify upsell opportunities and close them independently using provided resources
• Highly organized — you manage a large book of business without dropping details
• Working knowledge of SEO — you don't need to execute it, but you need to speak to it with authority
• Experience in a marketing agency environment is a strong plus
• Familiarity with HubSpot or similar CRM platforms

How We Hire

• Application and resume
• 15-minute phone screen
• Preliminary Zoom interview
• Strengths assessment and culture-fit interview
• Practical interview
• Reference and background check
• Offer

What We Offer

• $70,000–$80,000 base salary plus performance-based compensation tied to retention and upsells
• 25 PTO days + 11 paid federal holidays (36 total paid days off per year)
• 401(k) with up to 4% company match
• CGN covers 50% of health and dental premiums + fully covers life insurance
• Vision coverage and paid parental leave
• Full-time in our Charlotte office for the first 90 days, then hybrid — 3 days in-office
• Ongoing investment in certifications and professional development
• A client base of high-end, quality-driven remodeling contractors who are serious about growth