Marketing Agency - Client Success Manager (MN, USA)

Client Experience Manager
Mammoth Marketing | Job Description

The Short Version

You're the person who makes sure every client interaction with Mammoth feels smooth, professional, and worth renewing. You are the manager of our Accounts team, leading the people on the front lines of client relationships every day. Think of yourself as the head mammoth of the client experience world. Big presence, thick skin, surprisingly graceful.

The Role

The Client Experience Manager is one of the most important roles at Mammoth Marketing. You own how clients feel about working with us, from the moment they onboard to the moment they decide to stick around for another year (and the year after that).

The Accounts team reports directly to you. That includes Account Managers and whoever else joins the crew as we keep growing this thing. You are responsible for hiring, developing, and holding that team accountable day to day. The fulfillment team handles campaign execution. The account managers handle the reporting and communication. Your job is making sure the entire client-facing experience is consistent, professional, and something clients actually want to tell other plumbers about

What You'll Actually Be Doing

Managing the Accounts Team

• You are the direct manager of the Accounts team. That means you own their performance, their development, and their day to day direction.
• Hire, coach, and motivate Account Managers so they can do their best work without needing you to hold their hand at every turn. We're building a team, not dependents.
• Conduct regular check-ins and strategy reviews to catch communication gaps, team bottlenecks, or client relationship issues before they become bigger problems
• Hold the team accountable for client meetings, response times, and all the little things that quietly determine whether a client feels taken care of or ignored
• Run quarterly performance evaluations with real feedback, not the kind where everyone gets a participation trophy

Being the Escalation Point

• When a client situation gets spicy, you're the one who steps in, calms things down, and figures out a path forward
• You'll work directly with Account Managers or the client themselves to resolve issues quickly and professionally
• Basically, you're the closer when things get complicated.

Cross-Functional Coordination

• Work with Sales, Operations, and Fulfillment to make sure the handoffs between departments don't leave clients feeling lost or ignored
• Identify process improvements that make the client experience more consistent
• Collaborate with the Operations team to roll out changes without breaking everything in the process

Protecting Retention

• Watch for early warning signs of client churn before they become a cancellation call
• Make sure Client Information sheets are current as clients move through packages and changes.
• Be the internal advocate for the client. If something about how we operate is making their experience worse, you should be the one flagging it.
• Look for individual growth opportunities within your team and invest in them. A rising tide lifts all mammoths.

Nice to Haves

These aren't dealbreakers, but if you're checking these boxes, move to the front of the herd.

• Experience working with small to medium-sized businesses. You understand the unique pressure SMB owners face and know how to communicate with them in a way that actually lands.
• Familiarity with home services or the trades industry. Plumbers speak a different language, and knowing it (or being a fast learner) goes a long way.
• Experience with CRM or project management platforms. HighLevel, HubSpot, Monday, Asana, whatever your flavor. We like people who aren't scared of a dashboard.
• A general understanding of digital marketing services. SEO, Google Ads, paid social. You don't need to run campaigns, but you should be able to speak intelligently about what we do for clients.
• Previous experience managing or leading a team. Not just mentoring someone here and there. We need someone who has owned a team's performance and has the scars to prove it.
• Strong communication skills, written and verbal. This role is client-facing and team-facing. If you're not comfortable communicating clearly under pressure, this one's going to be tough.

As With Any Role at Mammoth...

This isn't a "read the job description and do exactly that forever" kind of company. We're growing fast, things change, and new responsibilities will show up.

Mammoth Marketing is a digital-first agency built exclusively for plumbing and home service companies. We're loud, we're growing, and we do the work.

Pay: From $58,000.00 per year

Benefits:

• Paid time off
• Paid training
• Work from home

Work Location: Remote

Salary : $58,000