Director, Client Experience (Director, CX)

Market My Market•Charlotte, NC

4d•$90,000 - $110,000•Remote

About The Position

The Director, Client Experience leads 4–6 Client Experience Managers (CXMs) and is responsible for high-quality account management and strategic client engagement. The role drives client satisfaction, retention, and revenue growth through portfolio management and team leadership. The Director collaborates with another Director, CX, and members of the leadership team to align client experience initiatives with company objectives and address gaps in value communication, automation adoption, and internal knowledge sharing. The position reports to the CEO. The Director develops CXM capabilities in communicating client ROI, adopting automation and AI, and using internal knowledge resources. They oversee client portfolios, support renewals and growth, resolve escalated concerns, and ensure that client deliverables and reporting meet quality standards. The role also develops team performance systems, supports professional development and industry engagement, and uses data and continuous improvement to strengthen client outcomes. This is a fully remote position, limited to candidates located in the states listed in the job posting. The base salary is $90,000–$110,000. The posting lists executive-level PTO of 2.75 weeks, 40 hours of sick time per year, 8 hours of mental health time per quarter, a performance-contingent bonus, health insurance with Day 1 eligibility, and 401(k) eligibility after one year.

Requirements

Minimum 5–7 years of experience in a digital marketing agency environment, with a proven track record in client relationship management.
Comprehensive understanding of digital marketing strategies, campaign optimization, and performance measurement.
Proven ability to manage, develop, and scale high-performing teams.
Exceptional ability to present complex information clearly and compellingly to diverse audiences.
Strong data analysis capabilities and experience with performance tracking and ROI optimization.
Experience with CRM systems, especially HubSpot, automation tools, and emerging AI technologies in marketing applications.

Nice To Haves

Experience working with professional services clients, particularly legal, dental, and medical practices.

Responsibilities

Manage, coach, and develop a team of CXMs to deliver strong client experiences and meet business goals.
Provide mentorship and career development opportunities, hold team members accountable to KPIs, and maintain performance standards.
Develop systems that support team scalability and effective management of larger client portfolios.
Improve how the team communicates ROI and client value, including developing frameworks for campaign impact, cost savings, and business growth outcomes.
Train CXMs to use comprehensive metrics, data-driven insights, and client-specific success stories to demonstrate value.
Create client-facing materials that translate digital marketing results into tangible business value.
Monitor the health, satisfaction, and retention of CXM-managed portfolios of 20–40 clients each.
Drive upsell opportunities and contract renewals to contribute to revenue growth.
Track NPS, retention, portfolio growth, and client acquisition cost efficiency across CXM-managed accounts.
Champion adoption of automation tools and AI-driven solutions, including predictive analytics, automated client communications, and performance optimization.
Integrate automation frameworks to streamline client management and improve team efficiency and service delivery.
Roll out and promote internal knowledge base systems, and develop training that helps CXMs find answers independently and become subject matter experts.
Establish processes and escalation paths that encourage internal problem-solving, self-reliance, and continuous learning.
Act as an escalation point for client concerns and resolve issues promptly and effectively.
Collaborate with the Director, Client Experience and Client Success Lead to improve coordination between CSMs and CXMs.
Address client feedback and implement strategies to improve satisfaction and retention.
Ensure deliverables align with client-specific goals and quality standards.
Establish and track CXM team performance metrics aligned with organizational goals, including satisfaction, retention, and utilization.
Review and approve client reports for accuracy and actionable insights.
Use data-driven decision-making and continuous improvement initiatives to optimize team performance.
Encourage CXM participation in client events and industry conferences, and lead thought leadership initiatives such as webinars, case studies, and presentations.
Develop resources and training programs that equip CXMs with the tools and skills needed to succeed.
Stay current with digital marketing trends and agency best practices to guide team development.