Associate Director, Client Services

Job Description:

• Serve as the strategic lead and trusted advisor for a portfolio of important client relationships
• Own client health end to end by understanding client businesses, connecting marketing performance to business outcomes, identifying churn risks, and finding partnership growth opportunities
• Develop cross-functional marketing strategies aligned with client business goals
• Analyze paid media performance using Google Ads, Meta Ads, Google Analytics, and client CRM data
• Investigate discrepancies between platform-reported conversions and CRM pipeline data
• Build long-lasting client relationships through active listening and follow-through
• Monitor client feedback and mitigate churn risk
• Own client retention and revenue growth, including upsell and cross-sell opportunities
• Partner with sales on expansions and lead crisis communications
• Build three-month rolling plans balancing client performance goals with margin targets
• Resolve off-track accounts through process changes, expectation resets, or rescopes
• Improve processes to increase client value, eliminate waste, and simplify work
• Track marketing industry changes and help clients capitalize on them
• Turn client wins into marketing case studies
• Contribute a weekly news insight and point of view
• Collaborate with Paid Media, SEO, Measurement, Creative, delivery, and sales teams

Requirements:

• 7+ years of client services, account management, or client strategy experience
• At least 4 years at a digital or performance marketing agency
• Previous agency experience is a must-have
• Fluency with metrics reported by Google Ads, Meta Ads, Google Analytics, and CRMs
• Ability to triangulate data sources to identify root causes
• Sharp, clear, and confident verbal and written communication
• Ability to explain complex performance stories to CMOs in plain English
• Ability to write emails that move stalled decisions forward
• Self-awareness and ability to actively seek feedback
• Big-picture thinking connecting campaigns, revenue, portfolio health, and company growth
• Intellectual curiosity about clients' businesses, industries, and marketing changes
• Comfort taking action with incomplete information
• Resilience in tough client situations and shifting priorities

Benefits:

• Legit bonus
• Unlimited PTO
• Comprehensive health, dental, and vision plans
• Virtual Team Events and a fun, casual, inclusive company culture
• Company-paid ClassPass membership
• 12 weeks of Paid Parental Leave
• Summer Fridays
• 401(k) with Employer Match
• Generous compensation
• Remote work culture