Client Success Director
RYNO Strategic Solutions, LLC
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $115,000 - $125,000 per year
Job Level
Lead
About the role
- Prioritize the retention, satisfaction, and growth of your direct team's accounts
- Act as a strategic advisor for your clients by identifying business and digital marketing opportunities, determining strategy, and executing plans
- Lead a team of Client Success Managers & Senior Client Success Managers:
- Assist with interviewing, hiring, and training team members
- Conduct regular 1:1s and performance reviews
- Run account team meetings and address problem-solving or conflict resolution as needed
- Work closely with the team leads to ensure overall employee satisfaction and retention
- Client satisfaction and retention: Target a team retention rate of 98% or higher by understanding client business goals and challenges, leading strategy sessions, and ensuring success against standard KPIs
- Client concern resolution: Proactively de-escalate client concerns stemming from result or relationship opportunities. Ensure issues are addressed and resolved efficiently and completely
- Drive account growth: Take a consultative approach to identifying revenue growth opportunities and generate additional value to the team's client base.
- Travel: Travel (approximately 25%) to industry events and client meetings is an essential function and responsibility of this position.
Requirements
- 5+ years' digital marketing experience, including campaign strategy, optimization, and performance analysis
- 2+ years in a people leadership role, with experience leading teams and developing talent
- Proven ability to de-escalate client issues and resolve escalations
- Experience driving incremental improvement to client results
- Direct leadership experience with proven ability to coach and grow team members at various levels of experience
- Strong relationship-building skills and the ability to work with different personalities
- Strong work ethic with a 'whatever it takes' attitude
- Excellent written and verbal communication skills
- Ability to make quick, intentional decisions using critical thinking
- High-level organization, time management, and follow-through skills
- Aptitude for managing numerous situations simultaneously and prioritizing effectively
- Knowledge of small business operations and challenges
- Willingness to lead difficult conversations and ensure client and team success
- Experience working with large business corporations and/or private equity groups
- Experience supporting Home Service brands (e.g., HVAC, Plumbing, Electrical, Garage Doors, Solar, etc.)
- Experience with Salesforce
- Bachelor's degree (high GPAs, Business degrees, and top-tier schools preferred).
Benefits
- Remote-first culture with flexible work options
- Performance based bonuses to reward excellence
- Medical, Dental, Vision, and Life Insurance
- 401(k) matching to help you plan for your future
- 6 weeks of paid parental leave for new parents
- $2,000 annual tuition reimbursement for continued education
- Wellness stipend to support your health and fitness
- Monthly data stipend to support your remote work environment
- Paid vacation and sick time off for work-life balance
- 10 paid holidays to enjoy throughout the year
- Paid days for a Cause to give back to your community
- Paid birthday holiday to celebrate your special day
- Comprehensive Employee Assistance Program for personal support
- Leadership and career advancement opportunities
- Anniversary rewards to celebrate milestones
- Inclusion, Diversity, Equity & Access (IDEA) Committee
- Awesome team merch!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
digital marketingcampaign strategyoptimizationperformance analysisclient success managementde-escalationincremental improvementcoachingrelationship managementsmall business operations
Soft skills
leadershipcommunicationcritical thinkingorganizationtime managementproblem-solvingconflict resolutionrelationship-buildingdecision-makingadaptability
Certifications
Bachelor's degree