Director, Client Experience (Director, CX)

Market My Market•Charlotte, NC

7d•$90,000 - $110,000•Remote

About The Position

The Director, Client Experience (Director, CX) leads a team of 4–6 Client Experience Managers (CXMs), ensuring high-quality account management and strategic client engagement. The role drives client satisfaction, retention, and revenue growth through effective portfolio management and team leadership. The Director collaborates with another Director, CX, and leadership team members to align client experience initiatives with company objectives and address gaps in value communication, automation adoption, and internal knowledge sharing. The role reports to the CEO. The Director leads, coaches, and develops CXMs; establishes systems that support team scalability; and holds the team accountable for performance. The role oversees CXM-managed portfolios of 20–40 clients each, monitors client health, supports renewals and upsell opportunities, and tracks satisfaction, retention, and growth metrics. It also leads efforts to communicate client ROI, adopt automation and AI solutions, expand internal knowledge resources, and improve team self-sufficiency. The Director serves as an escalation point for client concerns, collaborates with client experience and success colleagues, and ensures that deliverables meet client goals and quality standards. The role establishes and reviews team performance metrics and client reports, promotes professional development and industry engagement, and stays current with digital marketing trends and agency practices. This is a fully remote position, available only to candidates located in the states listed in the job posting. Compensation includes a base salary of $90,000–$110,000, executive-level PTO, sick time, quarterly mental health time, a performance-contingent bonus, health insurance eligibility on Day 1, and 401(k) eligibility after one year.

Requirements

At least 5–7 years of experience in a digital marketing agency environment, with a proven 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 used in marketing.

Nice To Haves

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

Responsibilities

Manage, coach, and develop 4–6 Client Experience Managers (CXMs) to deliver excellent client experiences and meet business goals.
Provide mentorship and career development opportunities to CXM team members.
Hold team members accountable to KPIs and performance standards.
Develop systems that support team scalability and management of larger client portfolios.
Improve the team’s ability to communicate ROI and client value beyond traditional performance indicators.
Develop frameworks for communicating 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 support revenue growth.
Track client NPS, retention rates, and portfolio growth across CXM-managed accounts.
Optimize client acquisition costs by improving the ROI of client experience efforts.
Champion automation tools and AI-driven solutions within the CXM team.
Implement AI applications such as predictive analytics, automated client communications, and performance optimization.
Integrate automation frameworks to streamline client management and improve team efficiency.
Ensure CXMs have tools that enhance client service delivery and reduce manual workloads.
Lead rollout and adoption of internal knowledge base systems to reduce reliance on other departments for routine questions.
Develop training programs that help CXMs find answers independently and become subject matter experts.
Create processes that encourage proactive problem-solving and self-reliance.
Establish escalation paths while promoting continuous learning.
Serve 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.
Monitor and analyze client satisfaction, retention, and team utilization KPIs.
Review and approve client reports for accuracy and actionable insights.
Improve team performance through data-driven decisions and continuous improvement.
Encourage CXM attendance at client events and industry conferences to strengthen relationships and represent the company.
Lead thought leadership initiatives, including webinars, case studies, and industry presentations.
Develop resources and training programs to equip CXMs with the tools and skills they need.
Stay current with digital marketing trends and agency best practices to guide team development.