Client Success Manager

We're Hiring a Client Success Manager! 📊

We don't just run marketing. We scale restaurant brands.

Hook + Ladder is a fast-growing fractional marketing agency that helps multi-location restaurant brands, think QSRs with 100–500 locations, fast casual concepts, and regional chains, grow revenue, drive foot traffic, and win local markets. We operate as a true extension of their marketing teams.

We're looking for a Client Success Manager who leads from the front. Someone who builds trust with clients, connects marketing strategy to real business outcomes, and keeps every internal team aligned and moving. If you've ever wanted to be the strategic partner that actually makes brands grow, this role was built for you.

Okay, but why Hook + Ladder? 👀

• 🏡 Remote-first, flexible, and built on trust. We care about outcomes, not clock-ins. You'll have the autonomy to own your work without micromanagement, while being supported by a collaborative team that has your back.
• 🚀 Your work creates real impact. Your ideas won't sit in a deck collecting dust. You'll help drive measurable growth for exciting multi-location brands, and your contributions will directly influence client success.
• 🌱 Built to grow. As the agency scales, so can your career. We invest in your development through coaching, strengths-based growth, continuous feedback, and opportunities to become one of our future leaders.
• 🤝 A team that genuinely collaborates. You'll partner closely with Client Success, Content, Design, SEO, and Leadership in a fast-moving environment where initiative is valued, ideas are shared, and wins are celebrated together.
• 💰 Great work deserves great rewards. Enjoy a remote-first culture, flexible PTO, unlimited sick days, and a profit-sharing program. Because when we win, everyone wins!

✨Who you are & the impact you’ll make:

• You are the strategic nerve center of every client relationship. Your job isn't to do everything; it's to make sure the right things happen.
• You lead strategy and drive execution. You proactively align digital roadmaps with client business goals, facilitate quarterly planning that creates real clarity, and translate direction into sequenced sprint plans that internal teams can act on immediately,  keeping momentum high across every account.
• You own quality. Every deliverable that goes out under your watch reflects your standards. You review, refine, and push for better because you genuinely care about the work and what it represents.
• You manage the business. You protect account profitability, surface scope changes early, and handle renewal conversations proactively. Healthy margins and client confidence aren't accidents; they're outcomes you own.
• You develop the people around you. You coach functional specialists, strengthen team capability, and build a delivery organization that gets better over time.
• You build relationships that last. You go beyond the project. You create trust, connection, and resilience that keep clients confident even during challenges.

This job is for you if:

• 💼 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.
• 🧠 You think strategically. You connect content, marketing, and relationships to business outcomes.
• 📊 You're fluent in multi-channel content strategy, audience segmentation, and campaign planning.
• 🧭 You're comfortable leading strategy while coordinating cross-functional teams.
• 📋 You're organized and detail-oriented across multiple clients, timelines, and priorities.
• 🤝 You're an excellent communicator who builds trust and navigates complexity with confidence.
• 🛠️ You work comfortably with tools like HubSpot, Notion, Asana, or Monday.com.
• 🤖 You use AI tools (ChatGPT, Claude, Gemini) not fear them.
• 🗣️ Strong speaking and writing skills in English (C1+).

Bonus points if you:

• 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)

Do NOT apply if:

• You're looking for an execution-only role with no strategic ownership
• You avoid client communication or relationship-building
• You need constant direction to stay organized
• You struggle with feedback, fast iteration, or creative tension
• You prefer slow-moving environments with rigid structures
• You find it hard to connect marketing activity to measurable business results

Ready to become a strategic growth partner, not just an account manager? 🚀 Apply now!