WHO YOU ARE

You’re a relationship-first, results-driven communicator who thrives on collaboration, accountability, and momentum. You’re not just keeping things organized, you’re 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.

QUALIFICATIONS

• Agency Experience: 5+ years managing client relationships in a digital marketing agency environment, with proven success overseeing multi-channel campaigns and working cross-functionally with strategy, creative, and execution teams.
• Digital Fluency: Strong understanding of digital marketing channels and tactics (e.g., email marketing, paid media, SEO, CRO, automation), and how they support full-funnel customer journeys.
• Lifecycle Awareness: Ability to speak the language of lifecycle marketing, with a working knowledge of how leads move through awareness, consideration, conversion, and retention stages.
• Strategic Translator: Skilled at turning strategic direction into clear next steps, timelines, and stakeholder action, without owning the strategy itself.
• Project & Tool Proficiency: Experienced with project management and CRM tools like Asana, HubSpot, and Harvest, with the ability to manage timelines, tasks, and documentation in a fast-paced environment.
• Client Communication: Strong written and verbal communication skills, with the ability to build trust, simplify complex topics, and guide client conversations with empathy and confidence.
• Organizational Excellence: Highly organized and detail-oriented; able to manage multiple clients, calendars, and moving pieces without missing a beat.
• Initiative & Ownership: Proactive mindset with a bias toward action—comfortable owning outcomes, identifying blockers, and stepping up before being asked.
• Team Collaboration: A positive, team-first collaborator who can work closely with strategists, designers, developers, and leadership to keep projects and relationships healthy.

ACCOUNTABILITIES

• Client Satisfaction & Retention
• Timely & High-Quality Project Delivery
• Accuracy of KPI Dashboards & Asana Tracking
• Client Meeting Cadence & Communication Rhythm
• Internal Team Alignment & Cross-Department Coordination
• Effective Onboarding & Offboarding Execution
• Identification of Growth Opportunities (Renewals/Upsells)

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.

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

• Translate the campaign calendar (defined by LMS) into clear, trackable boards in Asana.
• Own the Asana conventions and task setup, maintaining clarity, naming conventions, and team responsibilities across all projects.
• Take initiative to capture and input all required tasks in Asana, especially after client interactions or internal planning sessions.
• Coordinate with the LMS to clarify next steps, ensuring tasks reflect strategic priorities and are tied to specific outcomes.
• Identify when the CXM is the appropriate executor (e.g., meeting prep, check-ins, approvals) and assign herself/ himself accordingly.
• Ensure Asana reflects a real-time, accurate picture of responsibilities, deadlines, and client commitments.
• Provide client-side inputs (assets, deadlines, feedback, context) to the LMS to support the development of accurate and actionable campaign briefs.
• Lead and own pod meetings, ensuring internal team alignment and progress toward goals.
• Build and maintain the calendar of recurring client-agency meetings, adjusting frequency and format as needed.
• Actively participate in internal brainstorming sessions and team discussions during strategic planning phases.
• Perform other coordination-related responsibilities as assigned