Client Experience Manager

Market My Market•Charlotte, NC

4d•$70,000 - $80,000•Remote

About The Position

Market My Market is a digital marketing agency providing customized marketing campaigns to legal, specialty medical, and dental businesses. The Client Experience Manager (CXM) manages a portfolio of 30–40 single-location and small multi-location clients, serving as their primary contact and supporting account strategy, client relationships, and long-term retention. The role reports to the Director of Client Experience and works closely with Client Success Assistants (CSAs), who provide operational and administrative support. The CXM develops account strategies aligned with clients’ business objectives, monitors campaign performance, communicates results and recommendations, and identifies opportunities to expand services and renew contracts. The position involves client strategy calls, reviewing ranking changes and surfacing urgent issues to SEO Managers, preparing monthly reports with CSAs, and discussing campaign trends, Google Business Profile performance, and content roadmaps. The CXM also coordinates with internal teams to resolve client challenges, represents Market My Market at client events and industry conferences, and creates thoughtful client experiences, including gifting. This is a fully remote position. Candidates must be located in one of the following states: Alabama, California, Colorado, Florida, Georgia, Illinois, Indiana, Iowa, North Carolina, New Jersey, Nevada, New York, Maryland, South Carolina, Texas, Washington, or Virginia. Compensation is $70,000–$80,000 per year, based on experience.

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 movement 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 tools such as 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 consistent communication and demonstrating 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 ensure campaigns deliver measurable results.
Coordinate with internal teams to address client challenges and present solutions that support satisfaction and retention.
Provide insights and recommendations based on client needs, market trends, and campaign performance.
Create thoughtful client experiences and gifting that demonstrate care for clients and investment in the relationship.
Review ranking changes and flag urgent issues to SEO Managers.
Lead client strategy conversations covering trends, Google Business Profile performance, content roadmaps, and campaign next steps.
Prepare monthly reporting with Client Success Assistants.