Director of Client Success, Legal Marketing

EverService

About The Position

As a Director of Client Success, you will own the entire client experience for a portfolio of high-value law firm clients, rebuild and elevate a team of Client Success Managers, and architect the systems and processes that define a world-class agency. This is a high-visibility, high-accountability role, reporting directly to senior leadership, with a mandate to drive measurable improvements in client retention, revenue growth, and overall satisfaction. If you thrive at the intersection of strategy, operations, and relationship-building, and you know how to earn the trust of demanding, sophisticated clients, we want to talk.

Requirements

8+ years in a client-facing role at a digital marketing agency - you have seen the full lifecycle of agency-client relationships
3+ years managing both managers and individual contributors in a Client Success or Account Management function
Demonstrated success managing a book of business within the legal services market, or direct experience selling to attorneys and law firms
Proven track record of improving client retention metrics and building upsell/cross-sell pipelines
Hands-on experience auditing and improving Client Success systems (CRM configuration, onboarding workflows, reporting, SLAs, etc.)
Bachelor’s degree in Business, Marketing, Communications, or a related field required
Exceptionally strong communicator (written, verbal, and in-room). You can run a tense call with a frustrated partner at a major firm and leave them feeling heard
Data-driven decision maker who ties every process improvement to a measurable outcome
A builder - you are energized by creating structure where little exists and see operational gaps as opportunities
Low ego, high accountability - you own the wins and the losses equally
Comfortable operating at both strategic altitude and ground level. You can set vision and also dig into the details when needed

Nice To Haves

Deep familiarity with legal advertising rules, bar compliance requirements, and the unique regulatory landscape law firm clients navigate
Experience working in or alongside SEO, Content, or Paid Media teams - you understand what good work looks like and can effectively explain it to clients
Exposure to legal tech platforms (Clio, MyCase, Filevine) or legal marketing analytics tools
Track record of building Client Success teams from a reactive to a proactive service model

Responsibilities

Serve as the senior escalation point and strategic advisor for the agency's most important client relationships - high-revenue law firms with high expectations
Build deep trust with key stakeholders at each firm, becoming a genuine partner who understands their business goals, not just their marketing campaigns
Proactively identify at-risk accounts and execute retention strategies before problems escalate, owning the outcome
Maintain exceptional CSAT and NPS scores by delivering consistent, responsive, white-glove service across the portfolio
Navigate and de-escalate complex client situations with composure, clarity, and a bias toward resolution
Lead, mentor, and grow a team of Client Success Managers (CSMs), setting clear expectations, coaching to performance, and creating a culture of accountability and excellence
Hire and develop top talent; build the bench strength the team needs to scale
Establish team-wide standards for client communication, QBRs, account reviews, and escalation protocols
Manage workloads and account assignments to optimize for both client outcomes and team sustainability
Partner with Sales to identify and execute upsell and cross-sell opportunities across the existing client base
Develop playbooks for expanding client engagements into adjacent agency services (GEO/AIO, Paid Media, Website, Content, etc.)
Set and track revenue expansion targets for the Client Success team; make Client Success a true revenue center, not just a cost center
Create structured account growth plans for high-value clients on a quarterly basis
Audit existing client success infrastructure (CRM, ticketing, onboarding flows, reporting cadences) and build what is missing
Design and implement scalable, repeatable processes that eliminate reactive firefighting and create a proactive service model
Build a reporting framework that gives leadership real-time visibility into retention risk, account health, expansion pipeline, and team performance
Develop client-facing materials (onboarding guides, reporting templates, escalation SLAs) that set proper expectations and demonstrate value clearly
Collaborate cross-functionally with SEO, Paid Media, Sales, and Product teams to ensure seamless client delivery and close the loop on systemic issues