Senior Director, Client Experience
M
Market My MarketDigital Marketing
This position is fully remote and we are only hiring candidates located in the following states: Alabama, California, Colorado, Florida, Iowa, Indiana, North Carolina, New Jersey, Nevada, New York, Maryland, South Carolina, Texas, Utah, Virginia, WashingtonFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- Ten or more years in client-facing roles with at least five in leadership.
- Required Skills
- Data AnalysisSEODigital MarketingHubSpotAsanaAccount Management
Requirements
- 10+ years in client-facing roles, with at least 5 years in a leadership position.
- Proven experience leading managers or directors and building high-performing teams.
- Experience working in a rapidly growing digital marketing agency, ideally scaling from $15M to $30M+ in annual revenue.
- Strong background in SEO-led digital marketing, including paid ads, content, web, and local search.
- Experience working with local professional services clients (legal, dental, medical, or veterinary).
- Track record of owning retention numbers and managing portfolio health.
- Proficiency with CRM tools (HubSpot preferred) and project management platforms like Asana.
- Experience using conversation intelligence (e.g., Zoom Revenue Accelerator), AI tools (e.g., Claude), and low-code platforms (e.g., Replit).
- Exceptional verbal and written communication skills with the ability to deliver hard messages.
Responsibilities
- Lead, coach, and hold accountable Client Experience Managers and Client Success Assistants serving 320+ clients.
- Define and inspect departmental KPIs, including retention, NPS, response time, and meeting cadence.
- Own client retention and lifetime value, building early-warning systems for at-risk accounts.
- Manage a personal portfolio of approximately five client accounts.
- Establish messaging standards and communication frameworks for reports, renewals, and client interactions.
- Collaborate with leadership across SEO, Content, Paid, Creative, and Business Development departments.
- Champion the adoption of automation and AI tools within the department.
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