Director of Client Services

Pathfinders Advertising • Mishawaka, IN

8d • $80,000 - $120,000 • Remote

About The Position

Pathfinders, a full-service integrated marketing agency, is seeking a Director of Client Services who can bring clarity, calm, and structure to complex client partnerships. In this role, you won’t just manage accounts, you’ll shape the way client service operates across the agency. You’ll lead a team of account supervisors, executives, and coordinators; ensure the right work gets done the right way; and build systems that make our delivery consistent, profitable, and friction-free. You’re someone who thrives at the intersection of client relationships, operations, financial health, and team leadership. You spot risks early, communicate with confidence and steadiness, and create alignment across creative, production, strategy, and leadership. You’re the person people look to when things get messy — not because you jump in and fix everything yourself, but because you know how to coach, direct, and build a team that can deliver exceptional work with clarity and accountability. This is a role for a builder: someone who likes to develop people, strengthen processes, and design a department environment where clients feel supported, teams feel set up for success, and the work is high-quality, on time, and on budget. If you’re reading closely, tell us one system, workflow, or practice you’ve implemented that transformed how your team operated. We’re always looking for leaders who elevate the work and the people behind it. You might be a great fit if you: Set the Tone : You bring energy and clarity into every conversation. Even when things get tough, you make work feel doable, not draining. Own the Outcome : You don’t just check boxes. You make sure the work connects to the bigger goal and moves projects forward. Keep Growing : You stay curious, adapt quickly when things change, and see every challenge as a chance to get better. We > Me : You believe great work is a team sport. You give credit generously, assume positive intent, and celebrate shared wins. Get to know us at pathfind.com

Requirements

• Bachelor’s degree in Marketing, Communications, Business, or related field (or equivalent experience).
• 10+ years in a marketing or agency environment managing multimillion-dollar client relationships.
• 5+ years of team leadership experience, including managing managers and leading large, multi-account teams.
• Proven success overseeing multi-channel marketing programs and large client portfolios
• Strong understanding of agency financials, project management disciplines, and creative workflows.
• Proven success leading executive-level client conversations.
• Demonstrated ability to mentor, lead, and develop high-performing teams.
• Proven leader of people and process. Sets clear expectations, coaches for growth, and holds teams accountable.
• Strong operational discipline with an eye for detail, timelines and QA
• Financially fluent, comfortable managing budgets, utilizations, and project profitability.
• Strong understanding of omnichannel marketing (digital, media, creative, print)
• Calm, solutions-oriented communicator skilled at navigating challenges and resolving escalations.
• Excellent organizational and prioritization skills across multiple clients and teams.
• Excellent collaborator across departments and leadership levels
• Strong follow-through and accountability; delivers on commitments
• Adaptable and resilient under pressure; maintains professionalism in challenging situations

Responsibilities

• Client profitability and satisfaction Own the financial health of the client portfolio. Monitor utilization, burn, and margin; identify risks early and adjust as needed. Ensure all client deliverables meet PF’s quality standards. Track client satisfaction (NPS) and retention metrics, using insights to drive improvements. Partner with client growth and production strategy on account planning, renewals, and expansion opportunities. Regularly review account health data and team metrics to identify at-risk relationships or delivery challenges. Serve as a trusted strategic partner and thought leader. Foster cross-team collaboration to ensure great communication and consistent outputs.
• Project delivery and operations Serve as the escalation point for delivery, communication, or client satisfaction issues. Ensure every client engagement runs smoothly from kickoff through delivery. Oversee timelines, scope, and budgets, making sure projects are delivered on time and on budget. Maintain visibility with key clients as a senior operational leader. Partner with Client Growth to ensure seamless onboarding and handoff of new clients to the service team.
• Staffing and resource allocation Monitor workloads across accounts and align staffing to meet business needs. Partner with production and operations teams to forecast demand, manage capacity, and balance permanent and freelance resources effectively. Lead talent planning for the department, anticipating future needs, succession and skill development.
• Department standards and enablement Ensure client service teams are effectively using project management, CRM, and communication tools to manage work and maintain visibility across accounts. Develop and maintain best practices, templates, and processes to drive consistency across teams. Identify opportunities to improve workflows and collaborate with Operations on implementation.
• Lead, Manage, and Hold Accountable (LMA) Lead the client service department of account supervisors, executive and coordinators. Set clear expectations, coach for growth, and drive performance. Models Pathfinders’ Core Values and promotes a culture of transparency, trust, and follow-through. Collaborates with leadership to define strategic priorities and team goals.
• Additional job functions Proven ability to lead, coach, and develop direct reports while fostering a high-performing team culture. Attend all applicable required employee orientation, training, department quarterly meetings, and all-agency summits at PF headquarters. Overnight/weekend travel will be required for certain agency events, up to 20% travel can be expected. Perform additional duties as assigned

Benefits

• At Pathfinders, we believe people do their best work when they’re trusted, supported, and recognized. That’s why we offer more than just competitive compensation. We’ve built a total rewards philosophy around flexibility, performance, and long-term well-being. Our team enjoys the freedom to work remotely, generous time off (with employees averaging over six weeks annually), and opportunities to connect through our annual Summits. We cover a significant share of benefit costs, contribute to your HSA, and offer a 401(k) with automatic employer contributions (no employee contribution required). And because we believe great work should be rewarded, our quarterly bonus and profit-sharing programs reflect our commitment to shared success. We embrace diversity as an advantage and believe firmly in the power of inclusivity. We provide all qualified applicants with equal employment consideration without regard to race, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status.

What This Job Offers

• Job Type: Full-time
• Career Level: Director