Senior Director, Client Experience

Market My Market•Charlotte, NC

10d•Remote

About The Position

Market My Market is seeking a Senior Director, Client Experience to lead its Client Experience department, which serves more than 320 clients and includes two Directors of Client Experience, approximately 11 Client Experience Managers, and 7 Client Success Assistants. Reporting to the CEO, this leader sits on the leadership team and sets the department’s direction, standards, operating rhythm, and accountability. The role leads and develops managers and directors while also managing a portfolio of approximately five client accounts to stay grounded in the team’s day-to-day work. The Senior Director owns client retention and lifetime value, establishes early-warning processes and save plans for at-risk accounts, and helps drive renewals, upsells, and cross-sells. The role sets standards for onboarding, the first 90 days, QBRs, client messaging, reporting, and communication of value. It defines and reviews department KPIs, inspects client-facing work, identifies root causes and solutions, and promotes adoption of automation and AI tools to improve operations. The leader partners with SEO, Content, Paid, Creative, and Business Development leaders to improve client outcomes and contribute to company goals.

Requirements

Experience at a rapidly growing digital marketing agency is required; ideally, the agency grew from approximately $15 million to $30 million or more in annual revenue.
Background in SEO-led digital marketing and fluency in paid ads, content, web, and local search as part of an integrated offering.
Experience serving local professional services businesses is required.
Experience leading leaders, including managing managers or directors, building teams, setting KPIs, holding people accountable, and developing employees into larger roles.
Typically, at least 10 years in client-facing roles, including at least 5 years in leadership.
A record of owning retention numbers for a book of business and the ability to explain how retention was improved.
Analytical, hands-on systems experience and a technology-forward approach.
Comfort with CRMs, conversation intelligence, AI tools, low-code platforms, call tracking, and project management tools; HubSpot is preferred.
Strong written and verbal communication skills, including the ability to coach others and deliver difficult messages directly and thoughtfully.
Proactive, solutions-focused ownership of outcomes.
Ability to participate in strategy discussions with clients or an SEO director.
Must be located in one of the listed states: Alabama, California, Colorado, Florida, Iowa, Indiana, North Carolina, New Jersey, Nevada, New York, Maryland, South Carolina, Texas, Utah, Virginia, or Washington.

Nice To Haves

Direct experience with legal, dental, medical, or veterinary clients is a strong plus.
HubSpot experience is preferred.

Responsibilities

Lead, coach, and hold accountable Client Experience Managers and Client Success Assistants serving more than 320 clients; monitor the success of team members who report to other Directors of Client Experience.
Set clear expectations and scoreboards for department roles and inspect performance consistently.
Own the department’s operating cadence, including weekly KPI reviews, portfolio health reviews, one-on-ones, and quarterly rocks aligned with company goals.
Identify and develop future Client Experience leaders and ensure directors and managers have growth plans.
Represent Client Experience on the leadership team and partner with SEO, Content, Paid, Creative, and Business Development leaders.
Own client retention and lifetime value across the department’s accounts.
Create and run an early-warning system for at-risk clients, with a documented save plan and owner for each account.
Personally support important accounts and client escalations, and turn lessons learned into repeatable playbooks.
Drive renewals, upsells, and cross-sells in partnership with Business Development.
Set standards for onboarding, the first 90 days, and QBRs so clients understand the work, its purpose, and its results.
Manage approximately five client accounts and use this experience to inform coaching, playbooks, and expectations.
Set department-wide standards for client messaging, results communication, hard news, and recommendations.
Develop frameworks, templates, and talk tracks that explain marketing performance and ROI in terms clients value.
Review client communications, reports, and meeting recaps, and coach the team to established standards.
Ensure Client Experience Managers can explain and position the company’s SEO, paid ads, content, web, and Google Business Profile services in relation to client goals.
Define and report department KPIs, including retention, NPS, response time, meeting cadence, upsell, and portfolio health, to the CEO and leadership team weekly.
Proactively analyze performance trends, investigate causes, and recommend actions.
Build habits and checklists that help the team anticipate client needs and communicate proactively.
Audit client calls, reports, Asana boards, and CallRail calls, and use findings to improve quality.
Optimize existing tools, including Zoom Revenue Accelerator, HubSpot, Claude, Replit, and internal applications, using call intelligence, CRM data, and AI to improve coaching and reduce manual work.
Champion automation and AI adoption within the department.
Own root causes when processes fail, clients churn, or reports miss expectations, and propose fixes and rollout plans.
Identify opportunities in service lines, packaging, processes, and gaps between what the company sells and delivers.
Partner with the SEO Director, Content Director, and PPC Manager to resolve delivery issues identified through client conversations.
Contribute to case studies, webinars, and thought leadership.
Improve retention and make churn predictable by identifying at-risk accounts early and managing them to a plan.
Ensure directors and managers understand their metrics, own their scoreboards, and can explain performance.
Build consistent client communication so clients can articulate the value they receive.
Run and improve the Client Experience department so the CEO and leadership team can trust its operations without needing to intervene.