Client Experience Manager

Job Description

Job Description

Salary : 75000 - 85000

Who You Are

Youre a relationship-first, results-driven communicator who thrives on collaboration, accountability, and momentum. Youre not just keeping things organized, youre a strategic facilitator who ensures that agency work stays tightly aligned with client expectations, business goals, and timelines. You build trust through consistency, clarity, and insight, and play a pivotal role in helping our clients grow.

Role Overview

As the Client Experience Manager (CXM), you are the primary relationship owner for a portfolio of clients and the main liaison between clients and internal teams. While the Lifecycle Marketing Strategist (LMS) owns the strategy, you ensure that it is effectively translated, communicated, and delivered on time and at a high standard. You serve as the central point of coordination, helping clients feel heard and understood while driving clarity and accountability internally.

Client Partnership & Strategic Enablement

Focus : Relationship management, strategic alignment, KPI ownership, and client guidance.

• Act as the main point of contact for clients by guiding the narrative and managing regular communication, proactive check-ins, and ongoing relationship-building efforts.
• Proactively reach out to clients to share updates, wins, or check in on changing priorities, building credibility and long-term trust.
• Build a deep understanding of each clients business goals, challenges, main KPIs, and evolving needs.
• Identify the clients business and marketing problems and lead the definition of their primary KPI(s), in collaboration with the LMS and performance team.
• Own and maintain the One KPI Dashboard, ensuring it reflects current client objectives and is updated before every check-in or meeting (internal or external).
• Bring client insights, feedback, or shifting priorities to the internal team, led by the LMS, to support strategy development and execution.
• Set clear expectations with clients regarding responsibilities, timelines, and scope.
• Support additional strategic functions as required.

Campaign Coordination & Oversight

Focus : Asana and cross-functional coordination, internal meetings, and maintaining execution clarity and accountability.

Client Intelligence Gathering & Documentation

Focus : Collecting, updating, and housing client insights in an organized and accessible way.

Client Reporting & Performance

Focus : KPI reporting, communication of results, and surfacing opportunities or concerns.

Internal Collaboration & Delivery Alignment

Focus : Team coordination, risk management, and internal advocacy for the client.

Qualifications

Accountabilities

Working Conditions