Posted today · be early
Client Success Manager
Hook + Ladder Digital
WorldwideremotePosted 1 day ago
Skill Required
Customer-Success-ManagerAccount-ManagerMarketing-Account-ManagerCustomer-Success-Account-ManagerClient-Success-Relationship-ManagerGoogle AnalyticsContent MarketinganalyticsbuildingHubSpotwrittendesignJiraSEOandGoAIContract
Key highlights
- 3+ years experience in Client Success, Account Management, or strategic marketing
- Restaurant/hospitality/multi-location franchise brand experience required
- Profit-sharing program included
- Remote-first with flexible PTO and unlimited sick days
- Experience with AI tools (ChatGPT, Claude, Gemini) required
- English C1+ proficiency required
Role overview
Hook + Ladder is a fast-growing fractional marketing agency that helps multi-location restaurant brands—including QSRs with 100–500 locations, fast-casual concepts, and regional chains—grow revenue, drive foot traffic, and win local markets. They operate as a true extension of their clients' marketing teams and are hiring a Client Success Manager to serve as the strategic nerve center of every client relationship.
Responsibilities
- Leads from the front: builds trust with clients, connects marketing strategy to real business outcomes, and keeps every internal team aligned and moving
- Serves as the strategic nerve center of every client relationship—ensuring the right things happen rather than doing everything personally
- Proactively aligns digital roadmaps with client business goals
- Facilitates quarterly planning that creates real clarity
- Translates direction into sequenced sprint plans that internal teams can act on immediately, keeping momentum high across every account
- Reviews, refines, and pushes for better on every deliverable to maintain quality standards
- Protects account profitability and surfaces scope changes early
- Handles renewal conversations proactively to ensure healthy margins and client confidence
- Coaches functional specialists, strengthens team capability, and builds a delivery organization that gets better over time
- Builds long-lasting client relationships that go beyond individual projects, creating trust, connection, and resilience that keep clients confident even during challenges
Requirements
- 3+ years in Client Success, Account Management, or strategic marketing roles (ideally in a digital agency)
- Experience with restaurant, hospitality, or multi-location franchise brands
- Thinks strategically and connects content, marketing, and relationships to business outcomes
- Fluent in multi-channel content strategy, audience segmentation, and campaign planning
- Comfortable leading strategy while coordinating cross-functional teams
- Organized and detail-oriented across multiple clients, timelines, and priorities
- Excellent communicator who builds trust and navigates complexity with confidence
- Works comfortably with tools like HubSpot, Notion, Asana, or Monday.com
- Uses AI tools (ChatGPT, Claude, Gemini) confidently, not fearfully
- Strong speaking and writing skills in English (C1+)
Nice to have
- Have written conversion-focused copy for ads, landing pages, or email campaigns
- Have experience supporting QSR, fast-casual, or franchise brands
- Comfortable using analytics tools (Google Analytics, ContentSquare, or equivalent) to measure performance and optimize strategies
- Speak French (not required, but definitely a plus)
Benefits
- Remote-first, flexible culture built on trust with autonomy and no micromanagement
- Flexible PTO and unlimited sick days
- Profit-sharing program
- Career growth opportunities as the agency scales, including coaching, strengths-based growth, continuous feedback, and paths to leadership
- Collaborative team environment partnering closely with Client Success, Content, Design, SEO, and Leadership
- Meaningful impact: work directly influences measurable growth for exciting multi-location brands, with ideas that execute rather than sitting in decks
Additional details
- Fast-growing fractional marketing agency helping multi-location restaurant brands grow revenue, drive foot traffic, and win local markets
- Clients include QSRs with 100–500 locations, fast-casual concepts, and regional chains
- Do NOT apply if you're looking for an execution-only role with no strategic ownership
- Do NOT apply if you avoid client communication or relationship-building
- Do NOT apply if you need constant direction to stay organized
- Do NOT apply if you struggle with feedback, fast iteration, or creative tension
- Do NOT apply if you prefer slow-moving environments with rigid structures
- Do NOT apply if you find it hard to connect marketing activity to measurable business results
- Originally posted on Himalayas
