Director of Client Success, Legal Marketing

EverService

9d

About The Position

We are seeking a Director of Client Success to join our dynamic legal marketing team at a leading digital marketing agency specializing in the legal industry. In this role, you will be responsible for handling complex client issues and ensuring timely and effective resolution. Your primary focus will be to manage escalations, maintain high client satisfaction, and ensure our digital marketing services continually meet the high standards we set for ourselves and our clients.
You will play a critical role in supporting our mission to help our clients grow their client base, increase online visibility, and navigate the specialized challenges of legal advertising compliance through innovative and data-driven digital marketing solutions.

Requirements

• 8+ years in a client-facing role with a digital marketing agency or legal services environment required
• Bachelor’s degree in Business, Marketing, Communications, or a related field required
• Previous experience managing escalations or handling complex client issues
• Exceptional problem-solving skills with the ability to handle high-pressure situations calmly and professionally
• Strong communication skills, both written and verbal
• Familiarity with CRM systems, ticketing tools, and digital marketing platforms
• Strong attention to detail and a proactive approach to identifying and addressing client needs

Nice To Haves

• Basic understanding of legal services and terminology is a plus

Responsibilities

• Act as a strategic advisor for clients by identifying business and digital marketing opportunities, determining strategy, and executing plans
• Proactively de-escalate client concerns and complaints stemming from campaign results, performance metrics, or relationship challenges
• Investigate and resolve digital marketing campaign issues efficiently and completely, ensuring a satisfactory outcome for all parties involved
• Maintain clear, professional, and empathetic communication with clients throughout the escalation process while providing regular updates and follow-up as needed
• Collaborate with relevant teams to implement process improvements that enhance service quality and prevent future escalations
• Work closely with Customer Support, Sales, and Digital Marketing and other teams to gather information, resolve issues, and provide insights into potential systemic problems
• Develop and maintain detailed records of escalated issues, resolutions, and client feedback
• Generate regular reports on escalation trends and resolution effectiveness for management review
• Assist in developing training materials and resources for clients to help them better understand our services and avoid common issues
• Monitor client interactions and ensure adherence to company policies and best practices
• Provide feedback and recommendations for improving service delivery

Benefits

• Medical, Vision, Dental
• Retirement
• Life Insurance
• Sick Time and Paid Time Away (PTO)

What This Job Offers

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