Hook & Ladder is a cutting-edge digital marketing agency where we define and co-create a path to success with each client individually. Our mission is to build greatness together, not just as another run-of-the-mill marketing vendor, but as a true partner dedicated to empowering our clients with unparalleled digital marketing prowess within the first 12 months. We achieve this by blending our expertise in industry trends and consumer behaviour to provide strategies and solutions that proactively solve problems and seize opportunities.

We take immense pride in fostering an environment that nurtures growth and unleashes the boundless creativity of our team. We want you to relish the work you’re doing and feel confident that it is creating a lasting impact.

Are you ready to immerse yourself in a collaborative, results-driven team? Are you eager to build digital marketing systems that create high-impact outcomes for our clients using evidence-based strategies? If the answer is a resounding yes, then this might be the place for you!

THE ROLE:

We are seeking a Client Success Manager to join our thriving agency. As the ideal candidate, you would have previous experience in another agency, marketing department, or a broader people and project management role. Either way, you are excited to work with competent and business-minded teammates in an ever-evolving environment. You are actively looking to join a team that will both push and support you as you take your career to the next level.

As a Client Success Manager, you will serve as the ‘maestro’ for your client account portfolios. As your client’s trusted partner, you’ll play the role of marketing strategist, project manager, and business development consultant, bolstered by a robust team of functional delivery experts. Of course, no day will ever be the same as another. Still, some of your high-level responsibilities will include (but are not limited to):

• Oversee and be accountable for the digital marketing program of client partners, each with an annual marketing budget ranging from $150,000 to $400,000.
• Build and maintain strong relationships with clients, understanding their needs and proactively addressing their concerns to ensure long-term satisfaction and retention.
• Act as the primary point of contact for clients, providing exceptional service and ensuring effective communication throughout the project lifecycle.
• Analyze client’s business objectives, industry trends, competitors’ activities, and marketing strategies to develop effective and innovative solutions that align with their goals.
• Develop comprehensive marketing programs alongside your cross-functional team of experts tailored to each client’s unique needs and industry landscape.
• Stay up-to-date with marketing industry trends and best practices to provide clients with cutting-edge solutions.
• Demonstrate excellent verbal and written communication skills to effectively convey complex ideas and project updates to both clients and internal teams.
• Prepare and deliver compelling presentations to clients, showcasing campaign results and strategic recommendations.
• Collaborate with cross-functional teams, ensuring clear and concise communication to drive successful project execution.
• Exhibit strong organizational and project management skills to ensure seamless execution of client projects within scope, timeline, and budget.
• Develop detailed project plans, outlining deliverables, milestones, and resource allocation to drive successful project outcomes.\
• Proactively identify opportunities to optimize client account profitability, ensuring that resources are allocated efficiently to achieve clients’ business goals.
• Collaborate with the finance and operations teams to analyze project costs and revenue, making data-driven decisions to drive profitability while maintaining service quality.
• Implement strategies to upsell and cross-sell additional services to existing clients, increasing the value and revenue generated from each account.

YOU BRING:

The Client Success Manager plays a critical role in building Hook + Ladder client partnerships and growing our company for the future. The ideal candidate would have the following attributes:

• Bachelor’s degree in any field, not limited to marketing.
• 2+ years of experience in Digital Marketing and Project Management with team collaboration for the execution and delivery of projects.
• 2+ years of experience building positive, result-oriented relationships with clients.
• Proficient in crafting and executing comprehensive marketing strategies covering advertising, SEO, social media, branding, and email marketing.
• Ability to have a deep understanding of customer needs, competitors, and market dynamics to drive effective digital marketing campaigns.
• Strong grasp of supply and demand, adept at budgeting, forecasting, and cost management.
• Proficient in consultative sales, value-based pricing, and account growth planning for B2B clients.
• Excellent communication and people skills. (You enjoy interacting with clients while keeping interactions result and outcome-focused.)
• Considered as self-disciplined, efficient, and extremely organized.
• Ability to effectively and efficiently collaborate with internal team members to remove project roadblocks (e.g. client input, internal critique, cross-team dependency).
• Professional proficiency in English (written and verbal) and Spanish (optional).

BONUS POINTS IF YOU HAVE:

• Previous experience working with a marketing agency.
• Experience with Monday.com or other cloud-based project management technologies.
• Familiarity with Agile methodologies.
• A desire to stay ahead of the digital marketing landscape and its technological advancements, such as AI.
• Been known as a trusted advisor and go-to person on any topic related to (digital) marketing in your organization.
• A desire to work with other top performers tackling bigger challenges and achievements than what you have had experience with. 
• A desire to build a rewarding and impactful career and a drive to push yourself to the next level while empowering others along the way.

WHY WORK HERE:

Our purpose is to ignite potential for those ready to GROW. We take immense pride in fostering an environment that nurtures growth and unleashes the boundless creativity of our team. We want you to be fulfilled, relish the work you’re doing and feel confident that it is creating a lasting impact. Here’s what you can expect when you join our team:

• Flexible work location (remote or in-person if you like).
• Flexible schedule (focus on results – not time!).
• Comprehensive Health benefits for you and your family.
• Autonomy to lead and innovate in your zone of genius.
• 3 weeks of paid time off, plus flex days to recharge and take that well-deserved break.
• In-person events and opportunities to truly connect with the team.
• The opportunity to connect with a diverse team of people from over 5 countries.
• Our commitment to invest in your career with ongoing training and coaching to support your growth and development.
• Regular 1:1’s with your team Lead for open communication and support to remove roadblocks.
• We play the Great Game of Business! We believe that when our team wins, the company wins. We give our team a stake in the outcome and work together towards their successful financial future.
• We implement CliftonStrengths to help our team discover their unique set of talents and learn how to leverage them to achieve success in their personal and professional lives. We focus on what you do best and build on your strengths rather than trying to fix your weaknesses.

If you think you are the right team member we are looking for, check out our Instagram and website to get a sense of our HL Fam. Hopefully, you think we qualify to be on your team too. 🙂

INTERESTED?

If you meet the requirements and are interested in this position, please submit your application here highlighting your qualifications and experience. We look forward to hearing from you!