{"id":2666197,"url":"https://alion.io/job/jump-factor-director-of-client-services-remote","title":"Director of Client Services (Remote)","company":{"id":679332,"name":"Jump Factor","domain":"jumpfactor.net","url":"https://alion.io/company/jumpfactor","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Recruitee","truth_index":{"grade":"B","score":75,"open_postings":5,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-27T05:46:45Z"}},"role":"Marketing","role_family":"Marketing","seniority":"head","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Toronto, Canada"],"countries":["CA"],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":73000,"max_usd":134000,"period":"year","method":"role_seniority_country_cell","sample_n":56},"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-05-06T15:44:02Z","employer_posted_date":"2026-05-06","last_verified_at":"2026-10-27T07:43:04Z","board_verified":true,"closed_at":null,"days_open":173,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":173},"description":"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.\nWHO WE ARE:\n 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.\nROLE OVERVIEW:\nAs 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.\nThis 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.\nYou will serve as a senior strategic partner to client CEOs, owners, and executives while acting as the final escalation point for client concerns.\nJumpfactor's CORE VALUES:\nBe STRATEGIC\n\nBe PASSIONATE\n\nBe TENACIOUS\n\nAlways ELEVATE \n\nBe ACCOUNTABLE\n\nBe TRANSPARENT \n\nWHY EMPLOYEES LOVE JUMPFACTOR:\nVery competitive compensation package.\n\n100% Remote work.\n\nYou will work with a very skilled international team.\n\nEndless growth opportunities and career advancement.\n\nPerformance-based bonuses that recognize your impact.\n\nAccess to paid training, courses, events, and conferences.\n\nEnjoy paid social events that foster team camaraderie.\n\nEngage in weekly learning programs to stay ahead.\n\nHarness state-of-the-art technologies and tools for excellence.\n\nWHO YOU ARE:\n6+ years of agency, client-facing, or sales experience\n\n3+ years in a client-facing digital marketing agency experience (i.e., account management, Client Services, Customer Success, Client Strategy)\n\n1-2+ years directly managing client-facing team members\n\nDigital marketing agency experience is required\n\nProven experience owning client retention, churn, renewals, upsells, and expansion revenue\n\nStrong experience coaching and developing Account Managers\n\nExperience conducting QBRs or strategic client reviews\n\nStrong executive presence and exceptional client communication\n\nComfortable handling difficult client and employee conversations\n\nDirect and accountable management style\n\nStrong sense of urgency, ownership, and follow-through\n\nHighly organized, detail-oriented, disciplined, and resourceful\n\nComfortable reviewing calls, client communication, performance data, and operational processes\n\nStrong working knowledge of SEO, content, paid media, email marketing, web development, social media, and design\n\nExperience developing SOPs, KPIs, scorecards, and performance-management processes\n\nExperience working with North American SMB or mid-market clients\n\nFamiliarity with Traction EOS or Rockefeller Habits is an asset\n\nRoles and Responsibilities:\nClient Relationships and Strategic Reviews\nLead QBRs and strategic account reviews with client CEOs, owners, and senior stakeholders\n\nClearly communicate campaign performance, business impact, risks, recommendations, and next steps\n\nBuild client confidence and identify renewal, upsell, referral, and review opportunities\n\nDefine, audit, and improve the client-relationship standards followed by Account Managers\n\nAct as the final escalation point for major client concerns\n\nEnsure client commitments are properly documented and completed\n\nBuild and maintain high bar of client experience and NPS\n\nAccount Retention and Growth\nOwn client retention and churn performance\n\nSet and monitor retention, expansion, upsell, referral, and account-growth targets\n\nBuild proactive processes to identify and address client risk before escalation\n\nLead structured renewal, upsell, and cross-sell processes\n\nCoach Account Managers on retention and commercial conversations\n\nAnalyze churn causes and implement improvements across communication, training, and process\n\nTeam Management and Performance\nLead and develop Account Managers through regular one-on-ones, coaching, and performance reviews\n\nAudit Account Manager calls, client communication, account plans, and follow-up activities\n\nProvide direct, timely, and actionable feedback\n\nHold team members accountable for KPIs, commitments, and client-service standards\n\nAddress underperformance quickly and create clear improvement plans\n\nMake recommendations regarding role changes or replacement when performance does not improve\n\nLead weekly and monthly performance reviews focused on churn, retention, expansion, referrals, reviews, and client health\n\nBuild a culture of urgency, ownership, accountability, and continuous improvement\n\nCampaign Performance and ROI\nOversee client campaign performance and ensure strategies remain aligned with client goals\n\nReview ROI, CPL, MCAC, lead quality, and other key performance metrics\n\nPartner with delivery teams to identify performance gaps and strategic improvements\n\nEnsure Account Managers can clearly explain campaign performance and business impact to clients\n\nClient Support and Adoption\nEnsure client support meets response-time and resolution targets\n\nAddress escalated complaints and ensure root causes are resolved\n\nHold Account Managers accountable for client adoption of available training, tools, community resources, and strategic recommendations\n\nMonitor adoption and engagement metrics and implement corrective action when needed\n\nLead by example as an Expert Authority in our niche\n\nCoach clients as a Trusted Advisor\n\nBuild the account managers into Trusted Advisor who are relied on by clients.\n\nNEXT STEPS:\nIf you are excited about this opportunity and possess the necessary qualifications, we invite you to apply.\nCandidates 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.\nJumpfactor may use AI-enabled tools to assist with certain aspects of the recruitment process, such as application review and candidate screening; however, final hiring decisions are made by our team.\nJob Type:\nFull-time, Permanent, 100% Remote\nRequirements\nTop candidates will have the following experience:\n6+ years in a digital marketing agency environment focused on lead generation, demand generation, SEO, PPC, paid media, or other performance-driven services\n\n3+ years of hands-on account management experience\n\n2+ years leading Account Managers or other client-facing account owners\n\nExperience in a true recurring retainer-based agency model\n\nStrong ownership of retention, churn, upsells, and account growth\n\nExperience leading teams with a book of business and recurring revenue responsibility\n\nProven success coaching Account Managers against KPIs and performance targets\n\nExperience working with U.S. or Canada-based clients\n\nStrong background in lead generation and performance-focused digital marketing\n\nExceptional client relationship and account strategy skills","description_format":"text","description_chars":7313,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Growth 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