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This role leads a team of Account Managers responsible for existing client relationships, retention, renewals, satisfaction, upselling, and account growth within a digital marketing agency. Please apply only if you have directly managed a team of Account Managers or Customer Success professionals and have worked within a digital marketing agency/firm.
WHO WE ARE: Jumpfactor is an award-winning, 8-time Growth500 Fastest Growing Agency in Canada. We are a dynamic, fast-paced, and highly specialized digital marketing agency focused on helping Managed Service Providers (MSPs) and B2B tech companies achieve massive growth. With over $1.9 Billion in client revenue generated , we are recognized globally as a top-tier MSP growth agency.
ROLE OVERVIEW:
As the Director of Client Services, you will lead our Account Management team and take ownership of client retention, satisfaction, expansion revenue, and overall team performance.
This is a highly hands-on leadership role . You will lead strategic client reviews, audit Account Manager calls and communication, coach and manage performance, and ensure the team consistently follows client service processes and standards.
You will serve as a senior strategic partner to client CEOs, owners, and executives while acting as the final escalation point for client concerns.
Jumpfactor 's CORE VALUES:
Be STRATEGIC
Be PASSIONATE
Be TENACIOUS
Prioritize LEARNING
Embrace TEAM
Maintain INTEGRITY
WHY EMPLOYEES LOVE JUMPFACTOR:
Very competitive compensation package.
100% Remote work.
You will work with a very skilled international team.
Endless growth opportunities and career advancement.
Performance-based bonuses that recognize your impact.
Access to paid training, courses, events, and conferences.
Enjoy paid social events that foster team camaraderie.
Engage in weekly learning programs to stay ahead.
Harness state-of-the-art technologies and tools for excellence.
WHO YOU ARE:
6+ years of agency, client-facing, or sales experience
3+ years in a client-facing digital marketing agency experience (i.e., account management, Client Services, Customer Success, Client Strategy)
1–2+ years directly managing client-facing team members
Hold team members accountable for KPIs, commitments, and client-service standards
Address underperformance quickly and create clear improvement plans
Make recommendations regarding role changes or replacement when performance does not improve
Lead weekly and monthly performance reviews focused on churn, retention, expansion, referrals, reviews, and client health
Build a culture of urgency, ownership, accountability, and continuous improvement
Campaign Performance and ROI
Oversee client campaign performance and ensure strategies remain aligned with client goals
Review ROI, CPL, MCAC, lead quality, and other key performance metrics
Partner with delivery teams to identify performance gaps and strategic improvements
Ensure Account Managers can clearly explain campaign performance and business impact to clients
Client Support and Adoption
Ensure client support meets response-time and resolution targets
Address escalated complaints and ensure root causes are resolved
Hold Account Managers accountable for client adoption of available training, tools, community resources, and strategic recommendations
Monitor adoption and engagement metrics and implement corrective action when needed
NEXT STEPS:
If you are excited about this opportunity and possess the necessary qualifications, we invite you to apply.
Candidates selected to move forward will complete a structured interview and assessment process designed to evaluate leadership, client communication, commercial judgment, performance management, and culture fit.
Job Type:
Full-time, Permanent, 100% Remote
Requirements
Top candidates will have the following experience:
6+ years in a digital marketing agency environment focused on lead generation, demand generation, SEO, PPC, paid media, or other performance-driven services
3+ years of hands-on account management experience
2+ years leading Account Managers or other client-facing account owners
Experience in a true recurring retainer-based agency model
Strong ownership of retention, churn, upsells, and account growth
Experience leading teams with a book of business and recurring revenue responsibility
Proven success coaching Account Managers against KPIs and performance targets
Experience working with U.S. or Canada-based clients
Strong background in lead generation and performance-focused digital marketing
Exceptional client relationship and account strategy skills
