Senior Director of Client Experience

Job Summary

Leading the Client Experience department, the full-time Senior Director of Client Experience will manage a team of Client Experience Managers and Success Assistants, oversee client retention and communication standards, and ensure operational excellence in a remote environment.

Key responsibilities

• Lead and hold accountable a team of Client Experience Managers and Success Assistants while managing a small portfolio of client accounts
• Own client retention metrics and develop proactive strategies to address at-risk accounts
• Establish and maintain communication standards for client interactions and reporting

Required qualifications

• Experience in a rapidly growing digital marketing agency, ideally with annual revenues between $15 million and $30 million
• Background in SEO and digital marketing, with fluency in integrated offerings such as paid ads and content
• Proven leadership experience managing managers or directors in client-facing roles for ten or more years
• Demonstrated success in owning retention metrics for a book of business
• Comfortable with CRM systems, conversation intelligence tools, and project management software