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Director of Client Success, Legal Marketing
EverService Holdings, LLCDirector of Client Success leading a team for high-value law firm clients at EverService. Driving client retention and satisfaction through leadership and strategic initiatives.
About the role
Key responsibilities & impact- Own the entire client experience for high-value law firm clients
- Rebuild and elevate a team of Client Success Managers
- Architect the systems and processes that define a world-class agency
- Drive measurable improvements in client retention, revenue growth, and overall satisfaction
- Serve as the senior escalation point and strategic advisor for high-revenue law firms
- Build trust with key stakeholders and understand their business goals
- Identify at-risk accounts and execute retention strategies
- Maintain exceptional CSAT and NPS scores through white-glove service
- Navigate and de-escalate complex client situations
- Lead, mentor, and grow a team of Client Success Managers
- Hire and develop top talent while establishing team-wide standards
- Partner with Sales for upsell and cross-sell opportunities
- Create structured account growth plans for high-value clients
- Audit existing client success infrastructure and implement scalable processes
- Collaborate with cross-functional teams to ensure seamless client delivery
Requirements
What you’ll need- 8+ years in a client-facing role at a digital marketing agency - you have seen the full lifecycle of agency-client relationships
- 3+ years managing both managers and individual contributors in a Client Success or Account Management function
- Demonstrated success managing a book of business within the legal services market, or direct experience selling to attorneys and law firms
- Proven track record of improving client retention metrics and building upsell/cross-sell pipelines
- Hands-on experience auditing and improving Client Success systems (CRM configuration, onboarding workflows, reporting, SLAs, etc.)
- Bachelor’s degree in Business, Marketing, Communications, or a related field required
Benefits
Comp & perks- Medical, Vision, Dental
- Retirement
- Life Insurance
- Sick Time and Paid Time Away (PTO)
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
client retentionrevenue growthaccount managementCRM configurationonboarding workflowsreportingSLAsclient success systemsupsell strategiescross-sell strategies
Soft Skills
leadershipmentoringcommunicationtrust buildingproblem-solvingstrategic advisingteam developmentcollaborationde-escalationclient relationship management