Head of Client Success

Montage Marketing Group•Rockville, MD

16h•Hybrid

About The Position

The Head of Client Success at Montage Marketing Group is a strategic consulting leader responsible for driving key client account relationships and ensuring long-term, organic business growth. This role provides strategic guidance and hands-on leadership to elevate the client experience and cultivate sustainable contracting relationships across private and public-sector accounts. The position oversees a team of directors, project leads, and associates, focusing on accountability of project teams, strategic guidance, and high-level account oversight, while reserving tactical project management activities for team members. This is a full-time, exempt position working a hybrid schedule at Montage’s Rockville, MD office and the employee’s home office. Montage Marketing Group is an award-winning marketing firm focused on making connections and making a difference. They are innovators and co-creators, visionaries, and hard-working change makers. Their purpose is to make connections with people, to get them to stop and think, to feel and act. Proven experts in engagement, outreach, communication, event planning, and experiential design, Montage is a third party-certified woman business enterprise and a member of the US Small Business Administration’s 8(a) program. The company fosters a caring, collaborative, and creative team environment where each person’s voice is valued, each one’s contribution is celebrated, and success is always shared. They encourage each team member to realize their full potential and invite people to make their agency their pathway to fulfillment.

Requirements

15 years of experience including leading a diverse portfolio of client accounts in a consulting or project management capacity.
Bachelor’s degree in business, marketing, communications, or related field.
Experience managing multiple project budgets, forecasting, hours allocations, and profitability metrics.
Proven expertise in team performance management, including coaching, feedback, and career development planning.
Prior experience developing and executing client-focused strategies.
Exceptional communication, leadership, change management and strategic thinking skills; high standards of quality control.
Confident and compelling presenter, comfortable in a variety of senior executive-level scenarios, with the ability to build strong relationships and influence key stakeholders.

Nice To Haves

Marketing, advertising, or public relations agency experience.
Experience in federal, state, and/or local government contracting.
Project Management Professional (PMP) or related certification.
Consulting background supporting clients in any of the following industries: Health, Environment, or Technology.

Responsibilities

Define and lead the Client Success strategy, ensuring all awarded engagements are delivered successfully, contract obligations are met or exceeded, and client relationships are leveraged for sustained growth.
Own end‑to‑end accountability for Client Success performance, including delivery execution, financial results, client satisfaction, retention, and expansion across all accounts.
Act as the senior steward of Montage’s client portfolio, applying deep client knowledge, operational rigor, and strategic leadership to drive long‑term value for both clients and the company.
Report directly to executive leadership on client and department performance, providing clear, data‑driven insights into account health, revenue performance, risks, and growth opportunities.
Cultivate deep relationships across Client Success accounts, establishing trust among client teams while maintaining Montage’s strong reputation for service excellence.
Maintain an accurate understanding of each client account’s project status; engages project team members in thoughtful discussions to explore new business opportunities.
Pursue opportunities for organic growth, proactively strategizing and solutioning on emerging client needs.
Take ownership of achieving high contract renewal rates, acting as a strategic partner with project leads to secure sustained business opportunities.
Regularly engage in client meetings, observing project team performance and following through on opportunities to improve client outcomes through team coaching and feedback.
Responsible for achieving strong client satisfaction ratings; holds team members accountable for the highest work quality standards delivered on time and aligned to contract requirements.
Explore and deploy innovative and strategic methods of collecting client feedback consistently throughout the account life cycle; provides real-time coaching and feedback to project teams to address and resolve any gaps in client satisfaction.
Position-related travel as needed.
Serve as a coach, mentor, and strategic advisor to Client Success project leads, providing timely, candid, and constructive feedback that strengthens leadership capability, delivery performance, and client outcomes.
Drive client satisfaction through strong team leadership, setting clear performance expectations, reinforcing quality standards, and holding team members accountable for delivering work that meets or exceeds client and contract requirements.
Own the professional growth and development of Client Success team members, conducting regular one‑on‑one meetings to set goals, assess performance, identify development opportunities, and support continuous improvement.
Act as a visible advocate and champion for the Client Success team members, actively soliciting client feedback, recognizing individual and team achievements, and reinforcing a culture of excellence, accountability, and engagement.
Execute and oversee all elements of Montage’s performance management framework, including performance reviews, development planning, and performance improvement processes, ensuring consistency, fairness, and alignment with company standards.
Assess skills, capabilities, and strengths of Client Success team members, strategically assigning and reallocating resources to align skills with client needs, maximize individual success, and protect client satisfaction; take decisive action when performance or client outcomes are at risk.
Partner with HR to build scalable talent development initiatives, including skill building, cross‑training, and capability expansion, in support of the long‑term vision and strategic priorities of the Client Success function.
Own financial performance across all Client Success engagements, holding project leads accountable for maximizing contract utilization, forecasting accuracy, and disciplined management of billable hours.
Lead proactive utilization and capacity discussions with directors/project teams, identifying opportunities to improve utilization in ways that strengthen delivery quality and elevate the client experience rather than compromise it.
Provide financial oversight and coaching to directors/project leads, ensuring clear understanding of account‑level metrics such as utilization, margin, burn rate, and forecast variance, and equipping teams with practical strategies to improve financial outcomes.
Manage, allocate, and optimize the Client Success operating budget, maintaining accountability for spend control, resource planning, and efficiency across the portfolio.
Deliver regular, transparent financial reporting to executive leadership, including monthly actuals versus forecast, utilization trends, margin performance, and identified risks or cost‑containment opportunities.
Develop deep financial and business insight into each client account, understanding contract structure, scope, and client priorities to inform effective pricing, resourcing, and organic growth strategies.
Leverage account financial data to support long‑term client growth, aligning delivery economics with client value creation to strengthen relationships and expand lifetime account value.
Establish and oversee standardized Client Success processes and operating procedures to ensure consistently high levels of client satisfaction, delivery quality, and contract compliance across all engagements.
Provide operational oversight and guidance to project teams, ensuring project leads effectively plan, execute, and complete all phases of the project lifecycle on time, on scope, and in alignment with contractual requirements.
Lead cross‑functional collaboration across Montage, coordinating closely with Creative, Marketing Communications, Data Analytics, and Business Development teams to deliver integrated solutions that maximize client outcomes and ensure seamless execution.
Ensure operational rigor and delivery consistency, proactively identifying risks, dependencies, and execution gaps and guiding teams toward timely resolution before client satisfaction or delivery performance is impacted.
Build and sustain a culture of continuous improvement within Client Success, leveraging structured retrospectives, client feedback, and performance data to translate lessons learned into repeatable best practices and operational enhancements.
Institutionalize client and project learnings, ensuring insights are documented, shared, and applied across future engagements to improve efficiency, scalability, and delivery excellence.