Director of Client Services

Fire&Spark

. Serve as the executive owner of client success, ensuring exceptional delivery and measurable results across all accounts.

Posted 5/7/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

Serve as the executive owner of client success, ensuring exceptional delivery and measurable results across all accounts.
Directly manage relationships with our most strategic clients, including leading quarterly business reviews.
Serve as the escalation point for complex client problems and disputes, resolving issues with professionalism and urgency.
Lead upsell and contract extension conversations in partnership with the sales team.
Proactively identify at-risk clients and develop retention strategies before issues escalate.
Own the Gross Profit and Client LTV metrics.
Provide oversight and management of the Client Services team, ensuring delivery of an exceptional client experience.
Personally manage Client Services team leads, including one-on-ones, growth plans, and performance reviews.
Coach and support team members to help them meet departmental goals for retention, revenue, and profitability.
Forecast and manage team capacity to enable growth goals.
Determine hiring priorities, interview candidates, and make hiring recommendations.
Develop, operationalize, and oversee processes that allow the Client Services team to run effectively and efficiently.
Own and continuously improve high-priority service delivery workflows, ensuring best practices are followed across the team.
Document critical workflows to support team training, consistency, and automation readiness.
Track departmental KPIs on a weekly basis and report to leadership.
Identify future capability needs 1-2 years out and make recommendations for investment.
Identify opportunities for our staff to promote their work through thought leadership, content, and industry event participation.

Requirements

What you’ll need

Familiarity with agency financial metrics (gross profit, net profit, utilization)
At least 3 years of client management experience, preferably in an agency setting
Minimum 2 years of project or account management experience
Minimum 2 years of people management experience
Strong leadership and supervisory skills with a track record of developing teams
Proven experience developing and implementing client service processes that drive efficiency and profitability.
A deep-seated "Passion for Learning" and the intellectual curiosity required to quickly master the fundamentals of our SEO methodology.
Experience working in a remote team and a proactive approach to building relationships and fostering culture virtually.
Excellent written, verbal, and interpersonal communication skills
Ability to handle multiple tasks, prioritize effectively, and meet deadlines
Comfortable presenting and interacting at the C-level with internal and external stakeholders
Analytical mindset with comfort working in spreadsheets and data
Bachelor's degree in a related field

Benefits

Comp & perks

401k match up to 4%
Health and dental insurance
15 days vacation + 5 days paid sick leave + 10 paid holidays
Exceptional internal training and skills development
$3,000 annual paid training and education budget
$500 annual wellness stipend
$750 annual remote work stipend

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

client managementproject managementaccount managementpeople managementclient service processesfinancial metricsKPI trackingSEO methodologydata analysisworkflow documentation

Soft Skills

leadershipsupervisory skillsteam developmentcommunication skillsinterpersonal skillsprioritizationtime managementproblem-solvingcoachingrelationship building

Certifications

Bachelor's degree