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 strategies, and ensure effective communication and operational standards in a remote setting.

Key responsibilities

• Lead and develop a team of Client Experience Managers and Success Assistants, ensuring accountability and performance standards are met
• Own client retention and lifetime value, implementing proactive measures for at-risk accounts and managing a small portfolio of key clients
• Establish and maintain the department's messaging standards and KPIs, ensuring clear communication of value to clients

Required qualifications

• Experience in a rapidly growing digital marketing agency, ideally with revenue growth from $15 million to $30 million or more
• Background in SEO and digital marketing, with fluency in related services such as paid ads and content
• Experience working with local professional services clients, particularly in legal, dental, medical, or veterinary sectors
• Proven leadership skills with a track record of managing teams and developing individuals into leadership roles
• Strong analytical skills and comfort with various technology tools, including CRMs and project management software