Client Experience Manager

Market My Market•Seattle, WA

5d•$70,000 - $80,000•Remote

About The Position

Market My Market is a digital marketing agency providing customized, full-service marketing campaigns to service businesses, primarily law firms, specialty medical practices, and dental practices. The Client Experience Manager (CXM) manages a portfolio of 30–40 single-location and small-multi-location clients and serves as their primary point of contact. The role focuses on account strategy, client relationship management, retention, identifying upsell and cross-sell opportunities, communicating campaign value, and providing business-development and operational insights. The CXM collaborates with Client Success Assistants (CSAs), who provide operational and administrative support, and reports to the Director of Client Experience. The work includes reviewing ranking changes and escalating urgent issues to SEO Managers; leading client strategy calls about trends, Google Business Profile performance, content roadmaps, and campaign plans; preparing monthly reports with a CSA; and handling renewals and upsell discussions. The role also involves representing the company at client events and industry conferences, monitoring campaign results, coordinating solutions to client challenges, and creating thoughtful client experiences. The position is fully remote and open only to candidates located in the states listed in the posting.

Requirements

At least 3 years of experience managing a portfolio of SEO clients at a digital marketing agency.
Ability to interpret Google Search Console data, explain ranking movements to non-technical business owners, and discuss Google Business Profile category-change trade-offs with clients.
Proven track record managing client relationships and driving client retention.
Experience developing and executing organic SEO strategies.
Strong understanding of Google Business Profile optimization and local search marketing.
Experience analyzing SEO performance data and communicating insights to clients.
Knowledge of the legal, dental, or medical industries.
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 Google Analytics, Google Search Console, Ahrefs, HubSpot, and project management software.

Responsibilities

Develop and implement customized account strategies aligned with clients’ marketing goals and business objectives.
Identify opportunities to upsell additional services and secure contract renewals through ongoing communication and demonstration of value.
Serve as the primary liaison between clients and internal teams, building trust and maintaining strong relationships.
Attend client events, industry conferences, and meetings to strengthen partnerships and represent Market My Market.
Manage a portfolio of 30–40 clients, ensuring deliverables are met and proactively addressing client concerns.
Coordinate with Client Success Assistants on marketing execution, content delivery, reporting, and project management.
Track and report client performance metrics to assess whether campaigns are delivering measurable results.
Coordinate with internal teams to address client challenges and present solutions that support satisfaction and retention.
Provide strategic insights and recommendations based on client needs, market trends, and campaign performance.
Create thoughtful client experiences and gifting that demonstrate care and investment in the relationship.
Review ranking changes and raise urgent issues with SEO Managers.
Lead client strategy calls covering trends, Google Business Profile performance, content roadmaps, and campaign plans.
Prepare monthly reporting with a Client Success Assistant and conduct renewal and upsell conversations.