Director of Client Services
Focus Digital
full-time
Posted on:
Location Type: Remote
Location: North Carolina • United States
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Salary
💰 $120,000 - $140,000 per year
Job Level
About the role
- Serve as the primary point of contact for all clients—calls, emails, reporting reviews, fire-fighting, and strategic conversations
- Own the client churn rate as your #1 KPI; proactively identify at-risk accounts and intervene before problems escalate
- Run quarterly business reviews and regular check-ins that reinforce the value Focus Digital delivers
- Handle difficult conversations and client objections with confidence, empathy, and deep subject matter expertise
- Identify and execute upsell and cross-sell opportunities to grow account revenue organically
- Make strategic calls on SEO and PPC accounts independently—when to shift content strategy, when to restructure a Google Ads account, when to pivot targeting, etc
- Translate performance data into clear strategic narratives that clients understand and trust
- Stay ahead of algorithm updates, platform changes, and industry shifts; proactively adjust client strategies accordingly
- Conduct account audits and develop strategic roadmaps that align with each client’s business goals
- Direct and prioritize the work of a 12+ person delivery team across SEO and PPC
- Ensure work quality, deadlines, and strategic alignment across all active accounts
- Build and refine processes for client onboarding, reporting cadences, escalation paths, and internal communication
- Serve as the bridge between client expectations and team execution—translating client goals into actionable sprint priorities
- Mentor team members on client communication, strategic thinking, and account management best practices
Requirements
- 5+ years in client-facing roles at a digital marketing agency, with at least 2 years in a leadership or director-level position
- Deep, hands-on expertise in both SEO and Google Ads (PPC)—you’ve built strategies, not just managed them
- Proven track record of reducing churn and growing existing client revenue at an agency
- Experience managing and directing a delivery team of 8+ people
- Exceptional communication skills—you can explain technical strategy to a non-technical business owner and make them feel confident
- Comfort with ambiguity and autonomy; you don’t need to be told what to do—you see what needs to happen and you do it
- Experience managing a book of 20+ accounts simultaneously without dropping balls
Benefits
- Base of $120,000 - $140,000 Base with Retention Bonus, OTE Target $140,000 - $160,000
- Health, Vision, Dental Insurance
- 2 Weeks of PTO, Typical Bonus PTO Between Christmas and New Years
- 401(k) with 4% Match
- Fully Remote
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SEOGoogle AdsPPCaccount managementdata analysisstrategic planningclient onboardingreportingaccount auditsupselling
Soft Skills
communicationempathyleadershipstrategic thinkingproblem-solvingmentoringautonomyconfidenceadaptabilityteam collaboration