Client Success Director

RYNO Strategic Solutions

3h•$115,000 - $125,000•Remote

About The Position

As a Client Success Director you will be responsible for leading a team and prioritizing the retention, satisfaction, and growth of their managed accounts. You will oversee a team of Client Success Managers and Senior Client Success Managers, driving strong results and ensuring client satisfaction, while identifying opportunities to grow business across the account-base. You will work closely with client service team members and their leaders to ensure best practices and processes are followed.

Requirements

5+ years' digital marketing experience, including campaign strategy, optimization, and performance analysis
2+ years in a people leadership role, with experience leading teams and developing talent
Proficient knowledge of digital marketing services, including but not limited to SEO, Paid Media, and related performance-based marketing strategies
Proven ability to de-escalate client issues and resolve escalations
Experience driving incremental improvement to client results
Direct leadership experience with proven ability to coach and grow team members at various levels of experience
Strong relationship-building skills and the ability to work with different personalities
Strong work ethic with a 'whatever it takes' attitude
Excellent written and verbal communication skills
Ability to make quick, intentional decisions using critical thinking High-level organization, time management, and follow-through skills
Aptitude for managing numerous situations simultaneously and prioritizing effectively
Knowledge of small business operations and challenges
Willingness to lead difficult conversations and ensure client and team success

Nice To Haves

Experience working with large business corporations and/or private equity groups
Experience supporting Home Service brands (e.g., HVAC, Plumbing, Electrical, Garage Doors, Solar, etc.)
Experience with Salesforce
Bachelor's degree (high GPAs, Business degrees, and top-tier schools preferred)

Responsibilities

Prioritize the retention, satisfaction, and growth of your direct team's accounts
Act as a strategic advisor for your clients by identifying business and digital marketing opportunities, determining strategy, and executing plans
Lead a team of Client Success Managers & Senior Client Success Managers:
Assist with interviewing, hiring, and training team members
Conduct regular 1:1s and performance reviews
Run account team meetings and address problem-solving or conflict resolution as needed
Work closely with the team leads to ensure overall employee satisfaction and retention
Client satisfaction and retention: Target a team retention rate of 98% or higher by understanding client business goals and challenges, leading strategy sessions, and ensuring success against standard KPIs
Client concern resolution: Proactively de-escalate client concerns stemming from result or relationship opportunities. Ensure issues are addressed and resolved efficiently and completely
Drive account growth: Take a consultative approach to identifying revenue growth opportunities and generate additional value to the team's client base.
Travel: Regular travel to industry events and client meetings, and quarterly leadership meetings, is an essential function and responsibility of this position.