Director Of Client Success (Retention & Growth | Digital Marketing Agency | Managing Account Manager

This role leads a team of Account Managers responsible for existing client relationships, retention, renewals, satisfaction, upselling, and account growth within a digital marketing agency. Please apply only if you have directly managed a team of Account Managers or Customer Success professionals and have worked within a digital marketing agency/firm.WHO WE ARE:
Jumpfactor is an award-winning,
8-time Growth500 Fastest Growing Agency in Canada. We are a dynamic, fast-paced, and highly specialized digital marketing agency focused on helping Managed Service Providers (MSPs) and B2B tech companies achieve massive growth. With over $1.9 Billion in client revenue generated, we are recognized globally as a
top-tier MSP growth agency.ROLE OVERVIEW:
As the
Director of Client Services, you will lead our Account Management team and take ownership of client retention, satisfaction, expansion revenue, and overall team performance.This is a highly hands-on leadership role. You will lead strategic client reviews, audit Account Manager calls and communication, coach and manage performance, and ensure the team consistently follows client service processes and standards.You will serve as a senior strategic partner to client CEOs, owners, and executives while acting as the final escalation point for client concerns.Jumpfactor's CORE VALUES:
Be STRATEGICBe PASSIONATEBe TENACIOUSAlways ELEVATEBe ACCOUNTABLEBe TRANSPARENTWHY EMPLOYEES LOVE JUMPFACTOR:
Very competitive compensation package.You will work with a very skilled international team.Endless growth opportunities and career advancement.Performance-based bonuses that recognize your impact.Access to paid training, courses, events, and conferences.Enjoy paid social events that foster team camaraderie.Engage in weekly learning programs to stay ahead.Harness state-of-the-art technologies and tools for excellence.WHO YOU ARE:
6+ years of agency, client-facing, or sales experience3+ years in a client-facing digital marketing agency experience (i.E., account management, Client Services, Customer Success, Client Strategy)1–2+ years directly managing client-facing team membersDigital marketing agency experience is requiredProven experience owning client retention, churn, renewals, upsells, and expansion revenueStrong experience coaching and developing Account ManagersExperience conducting QBRs or strategic client reviewsStrong executive presence and exceptional client communicationComfortable handling difficult client and employee conversationsDirect and accountable management styleStrong sense of urgency, ownership, and follow-throughHighly organized, detail-oriented, disciplined, and resourcefulComfortable reviewing calls, client communication, performance data, and operational processesStrong working knowledge of SEO, content, paid media, email marketing, web development, social media, and designExperience developing SOPs, KPIs, scorecards, and performance-management processesExperience working with North American SMB or mid-market clientsFamiliarity with Traction EOS or Rockefeller Habits is an assetRoles and Responsibilities:
Client Relationships and Strategic Reviews
Lead QBRs and strategic account reviews with client CEOs, owners, and senior stakeholdersClearly communicate campaign performance, business impact, risks, recommendations, and next stepsBuild client confidence and identify renewal, upsell, referral, and review opportunitiesDefine, audit, and improve the client-relationship standards followed by Account ManagersAct as the final escalation point for major client concernsEnsure client commitments are properly documented and completedBuild and maintain high bar of client experience and NPSAccount Retention and Growth
Own client retention and churn performanceSet and monitor retention, expansion, upsell, referral, and account-growth targetsBuild proactive processes to identify and address client risk before escalationLead structured renewal, upsell, and cross-sell processesCoach Account Managers on retention and commercial conversationsAnalyze churn causes and implement improvements across communication, training, and processTeam Management and Performance
Lead and develop Account Managers through regular one-on-ones, coaching, and performance reviewsAudit Account Manager calls, client communication, account plans, and follow-up activitiesProvide direct, timely, and actionable feedbackHold team members accountable for KPIs, commitments, and client-service standardsAddress underperformance quickly and create clear improvement plansMake recommendations regarding role changes or replacement when performance does not improveLead weekly and monthly performance reviews focused on churn, retention, expansion, referrals, reviews, and client healthBuild a culture of urgency, ownership, accountability, and continuous improvementCampaign Performance and ROI
Oversee client campaign performance and ensure strategies remain aligned with client goalsReview ROI, CPL, MCAC, lead quality, and other key performance metricsPartner with delivery teams to identify performance gaps and strategic improvementsEnsure Account Managers can clearly explain campaign performance and business impact to clientsClient Support and Adoption
Ensure client support meets response-time and resolution targetsAddress escalated complaints and ensure root causes are resolvedHold Account Managers accountable for client adoption of available training, tools, community resources, and strategic recommendationsMonitor adoption and engagement metrics and implement corrective action when neededLead by example as an Expert Authority in our nicheCoach clients as a Trusted AdvisorBuild the account managers into Trusted Advisor who are relied on by clients.NEXT STEPS:#J-18808-Ljbffr