Associate Director, Client Services

United StatesRemoteFull-timeexecutive

OtherClient Services

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Quick Summary

Requirements Summary

7+ years of experience in client services, account management, client strategy, or a related discipline, including at least 4 years working within a digital or performance marketing agency.

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OtherClient Services

This is a senior client services leadership role focused on managing and growing a portfolio of high-value client relationships within a performance marketing environment. You will act as a strategic advisor, connecting marketing performance to broader business outcomes and helping clients make informed decisions. The role combines commercial thinking, performance analysis, relationship management, and operational leadership rather than hands-on campaign execution. You will collaborate closely with Paid Media, SEO, Measurement, Creative, Sales, and delivery teams to ensure accounts remain successful and commercially healthy. A major part of the role involves identifying risks early, navigating complex client challenges, and uncovering opportunities for retention, expansion, and growth. This is a fully remote opportunity suited to an experienced agency leader who enjoys solving complex problems and influencing strategy.

Lead client strategy across a portfolio of important accounts by developing a deep understanding of each client's business, marketing performance, challenges, and objectives, then translating those insights into cross-functional strategies aligned with business goals.
Analyze paid media and marketing performance by triangulating information from platforms such as Google Ads, Meta Ads, Google Analytics, and client CRM systems, identifying discrepancies and explaining the underlying business story clearly to stakeholders.
Serve as a trusted advisor and senior point of contact for clients, building strong relationships through active listening, consistent follow-through, proactive communication, and thoughtful problem-solving.
Monitor client health and feedback closely, identifying potential dissatisfaction or churn risks early and taking action to protect and strengthen long-term partnerships.
Own client retention and revenue growth across the portfolio by identifying strategic upsell and cross-sell opportunities, collaborating with Sales on expansions, and providing calm, solutions-oriented leadership during challenging client situations.
Partner with delivery teams to develop three-month rolling plans that balance client performance objectives with account margin targets, addressing underperforming accounts through process improvements, expectation management, or appropriate scope adjustments.
Identify opportunities to improve internal processes, increase client value, reduce operational waste, and create more efficient ways of working across teams.
Stay informed about developments in the digital marketing industry and translate relevant changes into actionable recommendations that help clients adapt and capitalize on new opportunities.
Capture successful client outcomes and help transform them into compelling case studies and marketing stories.
Contribute regular industry insights and points of view to help internal teams and clients stay informed about important developments in marketing and performance strategy.

Requirements

~2 min read

7+ years of experience in client services, account management, client strategy, or a related discipline, including at least 4 years working within a digital or performance marketing agency. Previous agency experience is required.
Strong fluency in paid media concepts and performance marketing metrics, with the ability to understand and interpret data from Google Ads, Meta Ads, Google Analytics, and CRM systems without necessarily being a hands-on platform specialist.
Strong deductive reasoning and analytical problem-solving skills, with the ability to connect information across multiple data sources, client conversations, and internal team perspectives to identify root causes and appropriate next steps.
Excellent written and verbal communication skills, including the ability to explain complex performance and business issues clearly to senior client stakeholders and drive decisions through effective communication.
Strong self-awareness and emotional intelligence, with the ability to understand personal strengths and development areas, respond constructively to feedback, and read situations effectively with both clients and colleagues.
Big-picture strategic thinking, with the ability to connect individual marketing initiatives to client revenue, account health, portfolio performance, and broader business growth.
High intellectual curiosity and a willingness to deeply understand clients' businesses, industries, customers, and evolving marketing environments.
Comfort operating in ambiguous and fast-changing situations, making sound decisions with incomplete information and adapting as circumstances evolve.
Resilience and composure when managing difficult client conversations, shifting priorities, performance challenges, or unexpected business developments.
Strong collaboration skills and the ability to influence cross-functional teams without relying solely on direct authority.