Senior Director, Client Experience

Market My Market•Charlotte, NC

15h•Remote

About The Position

Market My Market is seeking a Senior Director, Client Experience to lead their Client Experience department, which currently serves over 320 clients and includes two Directors, Client Experience, approximately 11 Client Experience Managers, and 7 Client Success Assistants. This leadership role is for someone with experience running a client-facing organization in a fast-growing digital marketing agency, focusing on client retention, setting communication standards, and proactively addressing issues. The position involves managing a small portfolio of approximately five accounts to stay hands-on with client interactions and results. The Senior Director will own client retention, establish client messaging standards, and manage the department's operating rhythm, including weekly KPI reviews and portfolio health assessments. This role reports to the CEO and is part of the leadership team.

Requirements

Rapid-growth agency experience (required): Experience in a digital marketing agency that grew rapidly (e.g., from $15 million to $30 million+ in annual revenue) and understanding of leading a client-facing team through growth.
SEO and digital marketing background (required): Fluency in SEO, paid ads, content, web, and local search, with the ability to engage in strategic client conversations.
Local professional services clients (required): Client experience with local professional services businesses; direct experience with legal, dental, medical, or veterinary clients is a plus.
Proven leadership (required): Experience leading managers or directors, building teams, setting KPIs, holding people accountable, and developing talent. Typically 10+ years in client-facing roles with at least 5 in leadership.
Retention track record: Proven ownership of retention numbers and ability to demonstrate impact on moving them.
Analytical, hands-on with systems, and tech-forward: Comfortable with CRMs (HubSpot preferred), conversation intelligence (Zoom Revenue Accelerator), AI tools (Claude), low-code platforms (Replit), call tracking, and project management tools for inspection and improvement.
Exceptional communicator: Ability to write and speak clearly, coach others, and deliver difficult messages with directness and care.
Ownership mindset: Proactive, solutions-focused, and comfortable owning outcomes.

Nice To Haves

Direct experience with legal, dental, medical, or veterinary clients.

Responsibilities

Lead, coach, and hold accountable Client Experience Managers and Client Success Assistants serving 320+ clients.
Set clear expectations and scoreboards for every role in the department and consistently inspect against them.
Own the department's operating cadence: weekly KPI reviews, portfolio health reviews, one-on-ones, and quarterly rocks.
Identify and develop the next generation of CX leaders and ensure every director and manager has a growth plan.
Represent Client Experience on the leadership team and partner with other department leaders to ensure a unified client experience.
Own client retention and lifetime value across all accounts.
Build and run an early-warning system for at-risk clients and ensure documented save plans are in place.
Personally get involved in key accounts and escalations, and translate learnings into repeatable playbooks.
Drive renewals, upsell, and cross-sell in collaboration with Business Development.
Set the standard for onboarding, the first 90 days, and QBRs.
Manage approximately five client accounts to the same standard held for the team.
Own the messaging standard for the entire department, including how results are communicated and how recommendations are framed.
Build frameworks, templates, and talk tracks to translate performance metrics into clear ROI stories.
Review client-facing communication, reports, and meeting recaps regularly and coach to the standard.
Ensure all CXMs can explain the full MMM offering and position it according to client goals.
Define the department's KPIs, including retention, NPS, response time, meeting cadence, upsell, and portfolio health, and report on them weekly.
Proactively analyze data to identify trends, investigate causes, and propose solutions.
Teach the team to be proactive, not reactive, and build habits and checklists for client engagement.
Audit client calls, reports, Asana boards, and CallRail calls to raise the bar.
Maximize the use of existing tools like Zoom Revenue Accelerator, HubSpot, Claude, Replit, and internal apps.
Champion automation and AI within the department to shift focus to strategy and relationships.
Bring solutions to process breakdowns, client churn, or reporting issues, owning the root cause and proposing fixes.
Identify opportunities for new service lines, improved packaging, process efficiencies, and alignment between sales and delivery.
Partner with SEO, Content, and PPC leaders on delivery issues and drive lasting fixes.
Contribute to case studies, webinars, and thought leadership.