Client Success Manager

We're Hook + Ladder, a full-service digital marketing agency that works with some of North America's most recognized restaurant and franchise brands. We're a high-performing team that moves fast, thinks strategically, and genuinely loves the industry we work in.

We're hiring a Client Success Manager to lead our franchise development vertical. This is a senior, client-facing role with real ownership, real earning potential, and room to grow into something bigger.

🙌 Why this role is different:

• You'll own something meaningful. This isn't a support role. You'll be the most senior marketing voice on a flagship franchise account, the strategic partner that senior leadership turns to. You set the direction, you lead the team, and you own the results.
• The earning potential grows with you. Your compensation is tied directly to the growth you drive. As your portfolio scales and your client relationships deepen, so does your earning potential, with a clear performance-based path toward six figures and beyond. We believe the people driving growth should share in the win.
• Remote-first, flexible, and high autonomy. We care about outcomes, not office hours. You'll have the autonomy to build your own rhythm and the trust to run with it.
• A world-class team behind you. You lead a cross-functional squad of SEO, paid media, content, automation, and creative specialists. You orchestrate strategy and client relationships; they deliver.
• You're building something, not inheriting something static. The franchise development vertical at H+L is growing. You'll help shape the playbooks, processes, and service standards that define how we do this work, and as the vertical scales, so does your role and your opportunity.
• We invest in your growth. Strengths-based development, a leadership team that coaches, and a culture where your ideas get a seat at the table from day one. We're looking for our next VPs and Directors.
  

🏆 Your mission & impact:

• Architect the franchise marketing playbook: Partner with leadership to shape our franchise development offering, the strategies that help Canada's top restaurant brands attract and convert qualified franchisee leads. You'll have a seat at the table as we build this vertical from the ground up.
• Lead as a strategic advisor: Be the primary strategic partner for C-suite stakeholders, Regional VPs, and Brand Managers. Navigate complex stakeholder landscapes with authority; set expectations, defend recommendations with data, and ensure every marketing dollar drives measurable growth.
• Conduct a high-performance execution engine: Lead a cross-functional squad of global specialists in content, design, performance, and automation. Align technical expertise with client goals, remove roadblocks, and ensure world-class delivery at pace. The team executes; you orchestrate.
• Own your portfolio growth & retention: Own the health and expansion of your client portfolio. Translate complex data into insights that shape the future. Identify upsell opportunities and make Hook + Ladder indispensable: an extension of the client's team, not a vendor.
• Master the pivot: In QSR and franchise development, priorities shift fast. Filter competing requests, re-prioritize on the fly, and keep execution moving without losing strategic focus. Turn chaos into clarity for your team and clients.

✅ This job is for you if:

• Franchise, QSR, or fast-casual brand experience is a must (2+ years). You've worked in or alongside the franchise restaurant industry, and you understand how these systems operate: multi-location complexity, the franchisee vs. head office dynamic, and what actually drives growth in this space. This is the foundation on which everything else is built.
• You understand how agencies work. Whether you've worked inside one, managed an agency partnership from a brand or franchise organization, or led projects alongside an agency team, you get how the relationship works. You understand scope, deliverables, timelines, and how to get the best out of a creative and media team.
• You have experience managing relationships or projects in a professional setting. Maybe you've run client accounts, coordinated between teams, or owned a brand-side relationship with an external partner. You know how to keep stakeholders aligned, set expectations, and follow through
• Confident communicator with executive presence. You can walk into a room with a VP and own the conversation. You defend recommendations with data and handle pushback without folding.
• Organized and accountable without being told what to do. You build your own structure, manage competing priorities, and follow through without micromanagement.
  

⭐️ Bonus points if you:

• Have experience specifically in franchise development marketing: lead gen campaigns, FranConnect or similar CRM, franchise sales funnel optimization.
• Are fluent in Quebecois French, a significant advantage for some of our clients. (Nice-to-have, not a hard requirement.)
• Have familiarity with Monday.com, performance marketing dashboards, or AI workflow tools.
  

Ready? Apply now! 🚀

We're a team that works hard, cares about the industry, and genuinely wants the people who join us to grow. If this sounds like the next chapter you've been looking for, we'd love to hear from you.

We review applications on a rolling basis. If you're the right person, we'll move fast!