Customer Success Marketing Manager

Summary of Position

The Marketing Manager will build strong relationships and foster client retention. Key focus will be on maintaining consistent contact with clients to lead, manage, and execute client revenue growth by creating strategic marketing plans, solving problems, and ensuring all client lead generation objectives are understood and met. Marketing Managers always know the current status of projects and work closely with cross-functional teams. This role emphasizes collaboration, following directions, and understanding the broader context while excelling in managing details. This position is responsible for several client relationships and will be directly responsible for each project the client has in the process.

The Marketing Manager must understand both web/digital media and traditional marketing while managing a fully integrated marketing plan for several residential HVAC/plumbing clients. This position is versatile, requiring superior verbal and written skills, and will involve working in both team and independent environments.

Our Core Values

At Cornerstone Advertising, our Core Values are more than just words; they are the foundation of our company culture and daily operations:

• Do what’s right for the customer, the Cornerstone team, and our partners
• Stay in the solution
• Sense of Urgency and Accomplishment
• CHOP: Collaborative, Helpful, Open, and Positive
• Don’t take yourself too seriously

Primary Responsibilities

• Lead, Manage, and Hold Accountable: Provide leadership, coaching, and mentorship to your Tiger team, encompassing paid search, reputation management, and integrated content. Conduct quarterly check-ins and annual performance reviews to ensure individual and team growth. Aid in the onboarding of new team members while fostering a culture of accountability, collaboration, and client-focused excellence.

• Strategy: Develop and execute client success strategies to increase satisfaction, retention, and performance—measured by profit margin, NPS, and ROAS. Act as the client's voice within the organization, providing strategic insights on client trends, challenges, and brand perception. Partner with internal departments to ensure business planning, product development, and process improvements align with client needs and goals.

• Processes: Optimize and standardize client marketing processes to ensure scalable, efficient, and high-quality service delivery. Ensure campaign execution aligns with client goals, deadlines, and brand standards.

• Execution: Provide hands-on support for high-value clients and ensure resolution of complex client issues. Drive consistent implementation of marketing plans and tactical execution of deliverables across the team.

• Results : Maintain and report on KPIs, including profit margins, client retention, satisfaction (NPS), and ROAS. Regularly update the Leadership Team on client health, trends, and growth opportunities.

• Research and Development: Lead R&D initiatives to enhance client performance by continuously discovering emerging marketing tools, platforms, and industry best practices. Collaborate with cross-functional teams to design, test, and implement new service offerings, campaign tactics, or platform innovations based on research and client feedback. Analyze and report outcomes, using data to drive future strategy and ensure solutions remain cutting-edge and client-focused.

• Communication: Serve as the key communication bridge between clients and cross-functional internal teams, and internal teams, ensuring transparency, alignment, and timely information flow. Translate complex performance metrics into strategic insights for both clients and internal stakeholders. Foster proactive, two-way communication to manage expectations, gather feedback, and refine campaign execution and service delivery.

• Additional Responsibilities : Stay informed of industry best practices and trends to guide client success. Train and mentor new Marketing Managers , ensuring consistent onboarding, alignment with company standards, and the successful transfer of knowledge and best practices across the department. Represent Cornerstone in community initiatives and encourage client participation. Remain flexible and responsive to the changing needs of the business and clients.

Knowledge, Skills, and Abilities

• A bachelor’s degree is required.
• Minimum of 6 years of experience.
• Knowledge of Microsoft Office Suite.
• Proficient in leveraging AI-powered tools and platforms to enhance productivity, streamline workflows, and support data-driven decision-making.
• Excellent reading, writing, and arithmetic skills required.
• Strong project management, organization, problem-solving, analytical, and planning skills to effectively manage multiple tasks and priorities.
• Strong interpersonal skills to communicate with clients or business contacts on the phone or in person.
• Work extremely well collaboratively; take constructive criticism.
• Must be able to proofread own work and the work of others.
• Strong attention to detail with the ability to uphold company accuracy standards related to branding, seasonality, equipment, offers, disclaimers, and attribution.

Working Conditions and Physical Requirements

Work is primarily performed indoors in a traditional office environment. This is a hybrid position requiring three days per week in the office and two days per week working remotely. The regular work schedule is Monday through Friday, from 8:00 a.m. to 5:00 p.m. Occasional local travel may be required.

Activities include:

• Extended periods of sitting and extensive work at a computer monitor.
• The ability to communicate orally with clients, candidates, management, and coworkers, individually and in front of a group, is crucial.
• Regular use of the telephone and email for communication is essential.
• Hearing and vision within normal ranges are essential for everyday conversations, receiving ordinary information, and preparing or inspecting documents.
• It requires good manual dexterity when using standard office equipment (e.g., computers, mobile devices, copiers/scanners).
• No heavy lifting is expected; exertion of up to 30 lbs. of force (e.g., tablets, laptops, computers, office supplies) may occasionally be required.
• The employee is required to bend and stoop.