Contractor Growth Network

Customer Success Manager

Charlotte, NC (Hybrid)

Role Overview: The Client Success Manager (CSM) owns and manages CGN’s recurring client relationships, with a primary focus on ongoing SEO partnerships. This role ensures clients have an exceptional experience, achieve measurable business results, and remain long-term partners of CGN. The CSM serves as a trusted advisor—leading strategic conversations, reporting on performance, identifying growth opportunities, and introducing additional CGN programs where they align with client goals. This role prioritizes high-quality, personalized client touchpoints over volume, ensuring every client receives thoughtful guidance, clarity, and value. Individuals with a predominant I/D DISC profile thrive in this role, bringing energy, confidence, and momentum to client relationships. Core Responsibilities: Client Journey Management: Own and guide clients through the recurring SEO product lifecycle, ensuring seamless adoption, ongoing engagement, and long-term retention. Client Reviews & Strategic Planning: Facilitate recurring monthly client calls, Quarterly Business Reviews, and annual planning conversations to ensure satisfaction, review performance, proactively resolve issues, and uncover expansion opportunities aligned with client goals. Business Advisory: Act as a subject matter expert in the interior remodeling and marketing space, providing strategic insights and recommendations to help clients overcome challenges and grow their businesses. Critical Issue Management: Serve as the escalation point for client concerns, ensuring timely resolution and communication. Cross-Team Collaboration: Serve as the client's voice internally by consistently communicating client progress, key insights, and challenges. 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: Revenue Under Management: Own and manage a defined book of business, maintaining visibility into active recurring and project revenue. Client Retention: Drive long-term client retention through proactive communication, issue resolution, and strong relationship management. Meaningful Client Touchpoints: Maintain a consistent cadence of high-quality, value-driven client interactions (monthly calls, QBRs, annual reviews), prioritizing depth over volume. Client Satisfaction Score: Maintain strong client satisfaction scores (e.g., NPS or internal satisfaction benchmarks). SEO Expansions & Upsells: Identify, recommend, and help close SEO expansions aligned with client goals and performance opportunities. Upsells & Account Growth: Surface and support upsell and cross-sell opportunities across CGN services in partnership with Sales and Leadership. SEO Deliverables Progress: Ensure all SEO deliverables are clearly tracked, progressing as planned, and completed within agreed timelines. Compensation: $70,000–$80,000 competitive base salary, plus performance-based compensation tied to revenue under management and commission opportunities for upsells and account expansions. 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. Here are some of the benefits you’ll enjoy: Health Insurance Dental Insurance Life Insurance Vision Insurance 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: 15-Minute Phone Interview Preliminary Zoom interview Strengths Assessment and Culture-fit interview Practical interview Reference and background check Offer