Director of Client Services

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee a team of Senior Account Managers, ensuring client satisfaction, retention, and revenue growth across the client portfolio.

• Act as the final escalation point for client issues.

• Serve as a performance coach for team members.

• Foster a positive culture within the department.

• Take ownership of high-impact projects with significant growth opportunities.

• Develop and implement client retention strategies, manage churn, and drive NPS, MRR growth, as well as upsell and cross-sell targets for each Account Manager.

• Analyze campaign ROI, ensuring CPL and MCAC are within established targets.

• Provide daily coaching and professional development for Account Managers.

• Establish and maintain SOPs, KPIs, and department-wide communication cadences.

• Address client escalations and resolve root causes of issues.

⛳️ Requirements

• Minimum of 6 years of experience in digital marketing, with at least 3 years in account management.

• At least 2 years of experience managing teams of 5 or more direct reports.

• Proven track record of over 4 years in achieving retention, upsell, and churn KPIs.

• Extensive knowledge of SEO, paid media, inbound marketing, and web strategies.

• Systems-oriented mindset with experience in developing SOPs and KPIs.

• Familiarity with Traction EOS or Rockefeller Habits is a significant advantage.

🏝️ Benefits

• Competitive compensation package with performance-based bonuses.

• Fully remote work environment with a skilled international team.

• Paid training, attendance at events, and weekly learning opportunities.

• Genuine opportunities for career advancement within a rapidly growing agency.

• Recipient of eight Growth500 awards, generating $1.9B in client revenue.