This role leads a team of Account Managers responsible for existing client relationships, retention, renewals, satisfaction, upselling, and account growth within a digital marketing agency. Please apply only if you have directly managed a team of Account Managers or Customer Success professionals and have worked within a digital marketing agency/firm.
WHO WE ARE:
Jumpfactor is an award-winning, 8-time Growth500 Fastest Growing Agency in Canada. We are a dynamic, fast-paced, and highly specialized digital marketing agency focused on helping Managed Service Providers (MSPs) and B2B tech companies achieve massive growth. With over $1.9 Billion in client revenue generated, we are recognized globally as a top-tier MSP growth agency.
ROLE OVERVIEW:
As the Director of Client Services, you will lead our Account Management team and take ownership of client retention, satisfaction, expansion revenue, and overall team performance.
This is a highly hands-on leadership role. You will lead strategic client reviews, audit Account Manager calls and communication, coach and manage performance, and ensure the team consistently follows client service processes and standards.
You will serve as a senior strategic partner to client CEOs, owners, and executives while acting as the final escalation point for client concerns.
Jumpfactor's CORE VALUES:
Be STRATEGIC
Be PASSIONATE
Be TENACIOUS
Always ELEVATE
Be ACCOUNTABLE
Be TRANSPARENT
WHY EMPLOYEES LOVE JUMPFACTOR:
Very competitive compensation package.
100% Remote work.
You will work with a very skilled international team.
Endless growth opportunities and career advancement.
Performance-based bonuses that recognize your impact.
Access to paid training, courses, events, and conferences.
Enjoy paid social events that foster team camaraderie.
Engage in weekly learning programs to stay ahead.
Harness state-of-the-art technologies and tools for excellence.
WHO YOU ARE:
6+ years of agency, client-facing, or sales experience
3+ years in a client-facing digital marketing agency experience (i.e., account management, Client Services, Customer Success, Client Strategy)
1–2+ years directly managing client-facing team members
Digital marketing agency experience is required
Proven experience owning client retention, churn, renewals, upsells, and expansion revenue
Strong experience coaching and developing Account Managers
Experience conducting QBRs or strategic client reviews
Strong executive presence and exceptional client communication
Comfortable handling difficult client and employee conversations
Direct and accountable management style
Strong sense of urgency, ownership, and follow-through
Highly organized, detail-oriented, disciplined, and resourceful
Comfortable reviewing calls, client communication, performance data, and operational processes
Strong working knowledge of SEO, content, paid media, email marketing, web development, social media, and design
Experience developing SOPs, KPIs, scorecards, and performance-management processes
Experience working with North American SMB or mid-market clients
Familiarity with Traction EOS or Rockefeller Habits is an asset
Roles and Responsibilities:
Client Relationships and Strategic Reviews
Lead QBRs and strategic account reviews with client CEOs, owners, and senior stakeholders
Clearly communicate campaign performance, business impact, risks, recommendations, and next steps
Build client confidence and identify renewal, upsell, referral, and review opportunities
Define, audit, and improve the client-relationship standards followed by Account Managers
Act as the final escalation point for major client concerns
Ensure client commitments are properly documented and completed
Build and maintain high bar of client experience and NPS
Account Retention and Growth
Own client retention and churn performance
Set and monitor retention, expansion, upsell, referral, and account-growth targets
Build proactive processes to identify and address client risk before escalation
Lead structured renewal, upsell, and cross-sell processes
Coach Account Managers on retention and commercial conversations
Analyze churn causes and implement improvements across communication, training, and process
Team Management and Performance
Lead and develop Account Managers through regular one-on-ones, coaching, and performance reviews
Audit Account Manager calls, client communication, account plans, and follow-up activities
Provide direct, timely, and actionable feedback
Hold team members accountable for KPIs, commitments, and client-service standards
Address underperformance quickly and create clear improvement plans
Make recommendations regarding role changes or replacement when performance does not improve
Lead weekly and monthly performance reviews focused on churn, retention, expansion, referrals, reviews, and client health
Build a culture of urgency, ownership, accountability, and continuous improvement
Campaign Performance and ROI
Oversee client campaign performance and ensure strategies remain aligned with client goals
Review ROI, CPL, MCAC, lead quality, and other key performance metrics
Partner with delivery teams to identify performance gaps and strategic improvements
Ensure Account Managers can clearly explain campaign performance and business impact to clients
Client Support and Adoption
Ensure client support meets response-time and resolution targets
Address escalated complaints and ensure root causes are resolved
Hold Account Managers accountable for client adoption of available training, tools, community resources, and strategic recommendations
Monitor adoption and engagement metrics and implement corrective action when needed
Lead by example as an Expert Authority in our niche
Coach clients as a Trusted Advisor
Build the account managers into Trusted Advisor who are relied on by clients.
NEXT STEPS:
If you are excited about this opportunity and possess the necessary qualifications, we invite you to apply.
Candidates selected to move forward will complete a structured interview and assessment process designed to evaluate leadership, client communication, commercial judgment, performance management, and culture fit.
Job Type:
Full-time, Permanent, 100% Remote
Top candidates will have the following experience:
6+ years in a digital marketing agency environment focused on lead generation, demand generation, SEO, PPC, paid media, or other performance-driven services
3+ years of hands-on account management experience
2+ years leading Account Managers or other client-facing account owners
Experience in a true recurring retainer-based agency model
Strong ownership of retention, churn, upsells, and account growth
Experience leading teams with a book of business and recurring revenue responsibility
Proven success coaching Account Managers against KPIs and performance targets
Experience working with U.S. or Canada-based clients
Strong background in lead generation and performance-focused digital marketing
Exceptional client relationship and account strategy skills
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