Senior Director, Client Experience

Senior Director, Client Experience
Market My Market is looking for a Senior Director, Client Experience to own the Client Experience department. Today that department serves more than 320 clients and is made up of two Directors, Client Experience, roughly 11 Client Experience Managers, and 7 Client Success Assistants. It is built for someone who has already run a client-facing organization inside a fast-growing digital marketing agency, who knows what it takes to keep clients for years, and who can set the tone for how an entire department communicates, inspects its own work, and gets ahead of problems before clients feel them.
You will also keep your feet wet by managing a small portfolio of approximately five accounts of your own, so you are living the same client conversations, reports, and results your team is accountable for. The Senior Director, Client Experience reports to the CEO and sits on the leadership team.
Lead, coach, and hold accountable Client Experience Managers a team of roughly 11 Client Experience Managers and 7 Client Success Assistants serving 320+ clients. This role will have a handful of direct reports, and will also monitor the success of Client Experience Managers and Client Success Assistants that report to other Directors of Client Experience
Praise in public, correct in private, and never let a miss go unaddressed.
Represent Client Experience on the leadership team and partner with the SEO, Content, Paid, Creative, and Business Development leaders so clients experience one company, not five departments.
Own client retention and lifetime value across every account the department manages. Build and run an early-warning system for at-risk clients: know which accounts are drifting before they tell us, and make sure there is a documented save plan and an owner on every one.
Personally get involved in the accounts that matter most and the escalations that could cost us a client, then turn what you learn into a repeatable playbook for the team.
Drive renewals, upsell, and cross-sell as a natural outcome of well-run accounts, working closely with Business Development.
Manage approximately five client accounts of your own to the same standard you hold the team to, and use that hands-on experience to keep your coaching, playbooks, and expectations grounded in reality.
Messaging & Value Communication
Own the messaging standard for the entire department: how we talk about results, how we explain what happened in a month, how we deliver hard news, and how we frame the next recommendation.
Review client-facing communication, reports, and meeting recaps regularly and coach to the standard. Make sure every CXM can explain the full MMM offering, including SEO, paid ads, content, web, and Google Business Profile, and position it in a way that fits each clients goals.
KPIs, Inspection & Proactive Operations
Get the most out of the tools we have already invested in, including Zoom Revenue Accelerator, HubSpot, Claude, Replit, and our internal apps, then push them further. Use call intelligence to coach, CRM data to spot risk, and AI to take manual work off the teams plate.
Look for opportunities others miss: new service lines clients are asking for, packaging that would retain better, processes that would free up capacity, and gaps between what we sell and what we deliver.
Partner with the SEO Director, Content Director, and PPC Manager on delivery issues that show up in client conversations, and push for fixes that stick.
Retention is up and churn is predictable, with every at-risk account identified early and worked to a plan.
Rapid-growth agency experience (required):

You have been part of a digital marketing agency that grew rapidly, ideally from roughly $15 million to $30 million or more in annual revenue, and you understand what that growth does to a client-facing team and how to lead through it.
SEO and digital marketing background (required):

You have worked in SEO-led digital marketing and are fluent in paid ads, content, web, and local search as part of an integrated offering. You can hold your own in a strategy conversation with a client or an SEO director.
Local professional services clients (required):

Your client experience has been with local professional services businesses. Direct experience with legal, dental, medical, or veterinary clients is a strong plus.
You have managed managers or directors, built teams, set KPIs, held people accountable, and developed people into bigger roles. You live in the data and you are an early adopter. You are comfortable with CRMs (HubSpot preferred), conversation intelligence such as Zoom Revenue Accelerator, AI tools like Claude, low-code platforms like Replit, call tracking, and project management tools, and you use them to inspect and improve rather than just report.
This position is fully remote and we are only hiring candidates located in the following states:
Market My Market specializes in tailored marketing solutions for law firms, medical and dental offices. Our mission is to deliver measurable results while fostering team growth, accountability, and innovation. We prioritize a culture of collaboration, transparency, and continuous improvement.
This is a full-time, salaried position with benefits, including PTO, health insurance (Day 1 eligibility), and 401(k) eligibility after one year.
We will never interview candidates via Microsoft Teams.