Client Success Manager

Role Overview: The Client Success Manager (CSM) ensures CGN clients have an exceptional experience and achieve measurable success within their business. The CSM proactively engages with clients, maintains strong relationships, and provides results-driven guidance. Acting as a trusted advisor, the CSM reports on partnership success, identifies growth opportunities, and introduces additional CGN programs where beneficial. The CSM also plays a critical role in keeping projects on track, coordinating deliverables with the team, resolving obstacles, and consistently meeting timelines and expectations. This role emphasizes high-quality, personalized touchpoints over volume, ensuring every client receives the attention and guidance needed to succeed.

Individuals with a predominant I/D DISC profile thrive in this role, energizing clients, inspiring momentum, and building lasting trust. Success relies on strong systems, consistent processes, and close collaboration with the internal team to ensure nothing slips through the cracks.

Core Responsibilities:

• Client Journey Management: Guide new clients through the process to ensure seamless adoption of CGN services and long-term engagement.
• Proactive Client Delivery: Develop and execute strategies that maintain high client satisfaction and demonstrate clear ROI.
• Monthly Reviews: Conduct consistent client check-ins and business reviews to confirm satisfaction, address issues, and surface opportunities for expansion.
• Business Advisory: Act as a subject matter expert, providing insights and recommendations to help clients overcome challenges and grow their businesses.
• Feedback & Experience: Gather, analyze, and leverage client feedback to enhance the overall client experience.
• Critical Issue Management: Serve as the escalation point for client concerns, ensuring timely resolution and communication.
• Cross-Team Collaboration: Internally, serve as the client's voice by consistently communicating client progress, key insights, and challenges to Sales, Marketing, and Operations. Ensure each team has the context needed to address issues quickly, refine strategies, and deliver a seamless client experience.
• Revenue Growth: Identify and present opportunities to upsell and cross-sell CGN programs that align with client goals.

Key Metrics for Success:

• Results: Overall client satisfaction (NPS), account growth through upsell and cross-sell opportunities, and long-term revenue retention.
• Activities: Ensure timely and accurate client reporting, maintain the expected number of proactive monthly touchpoints, and drive the consistent delivery of projects within agreed timelines and quality standards.

Job Type: Full-time

Pay: $70,000 – $80,000 competitive base salary, plus commission opportunities tied to upsells and cross-sells.

Why You Should Join Our Team:

• Paid Time Off: 36 total paid days off each year, including 25 PTO days and 11 paid federal holidays.
• Financial Security: With a 401(k) plan and a company match of up to 4%, we’re committed to helping you secure your financial future.
• Comprehensive Benefits: CGN covers 50% of health and dental insurance premiums and fully covers life insurance for all team members. In addition, employees receive vision coverage and paid parental leave.
• Continuous Learning: We invest in your growth, from industry certifications to training opportunities.
• Client Profile: We specialize in partnering with interior remodeling contractors. These are high-end, quality-driven, growing companies that seek long-term marketing partnerships.

Schedule:

• 8-hour shift
• Monday to Friday
• Hybrid work model: 3 days in-office, 2 days remote (hybrid schedule starts after the first 90 days of employment)

How Our Hiring Process Works:

• Apply using the application here and submit your resume
• 15-Minute Phone Interview
• Preliminary Zoom interview
• Strengths Assessment
• Culture-fit interview
• Practical interview
• Reference and background check
• Offer