[Hiring] Associate Director, Client Services @Silverback Strategies

Role Description

We are hiring an Associate Director of Client Services. This is an opportunity to make a big impact at a smaller agency. Our new Associate Director will serve as the strategic lead and trusted advisor for a portfolio of some of Silverback's most important client relationships. You'll own client health from end to end:

• Understanding each client's business
• Connecting marketing performance to real business outcomes
• Spotting risk before it turns into churn
• Finding the next opportunity to grow the partnership

This isn't a hands-on-keys role. You'll work alongside our Paid Media, SEO, Measurement, and Creative teams to turn performance data into a clear story for clients, and you'll partner with delivery teams to ensure every account is both successful for the client and healthy for Silverback.

Here's what we expect from our Associate Director, Client Services:

• Client Strategy: Understand each client's business and marketing performance through data analysis, and develop cross-functional marketing strategies that ladder up to their business goals.
• Performance Analysis: Analyze paid media performance across your portfolio by triangulating data from Google Ads, Meta Ads, Google Analytics, and client CRMs.
• Client Care: Build healthy, long-lasting client relationships through active listening and follow-through.
• Client Retention & Growth: Own retention and revenue growth for your portfolio.
• Delivery Margin Management: Partner with delivery teams to build 3-month rolling plans that balance client performance goals with margin targets.
• Process Improvement: Regularly surface opportunities to improve how we work.
• Client Innovation: Stay on top of changes in the marketing industry and help clients navigate and capitalize on that change.
• Thought Leadership: Contribute a weekly news insight and point of view to keep our team and clients ahead of the curve.

Qualifications

• 7+ years of client services, account management, or client strategy experience, with at least 4 years at a digital or performance marketing agency.
• Previous agency experience is a must-have.
• Comfortable with metrics from Google Ads, Meta Ads, Google Analytics, and CRMs.
• Sharp, clear, and confident verbal and written communication skills.
• Self-aware and actively seeks feedback.
• Big-picture thinking with an understanding of how campaigns tie to revenue.
• Intellectual curiosity and a desire to learn about clients' businesses.
• Ability to make sound calls with incomplete information.
• Resilience in tough client moments and shifting priorities.

Requirements

• Deductive reasoning skills to connect the dots across data sources and client conversations.
• Ability to explain complex performance stories in plain English.
• Experience in navigating ambiguity and adjusting as things evolve.

Benefits

• Unlimited PTO
• Comprehensive health, dental, and vision plans
• Virtual Team Events and a fun, casual, inclusive company culture
• Company-paid ClassPass membership
• 12 weeks of Paid Parental Leave
• Summer Fridays
• 401(k) with Employer Match