[Hiring] Director of Client Success, Legal Marketing @EverService

Role Description

As a Director of Client Success, you will own the entire client experience for a portfolio of high-value law firm clients, rebuild and elevate a team of Client Success Managers, and architect the systems and processes that define a world-class agency. This is a high-visibility, high-accountability role, reporting directly to senior leadership, with a mandate to drive measurable improvements in client retention, revenue growth, and overall satisfaction.

If you thrive at the intersection of strategy, operations, and relationship-building, and you know how to earn the trust of demanding, sophisticated clients, we want to talk.

Qualifications

• 8+ years in a client-facing role at a digital marketing agency - you have seen the full lifecycle of agency-client relationships
• 3+ years managing both managers and individual contributors in a Client Success or Account Management function
• Demonstrated success managing a book of business within the legal services market, or direct experience selling to attorneys and law firms
• Proven track record of improving client retention metrics and building upsell/cross-sell pipelines
• Hands-on experience auditing and improving Client Success systems (CRM configuration, onboarding workflows, reporting, SLAs, etc.)
• Bachelor’s degree in Business, Marketing, Communications, or a related field required

Requirements

• Exceptionally strong communicator (written, verbal, and in-room)
• Data-driven decision maker who ties every process improvement to a measurable outcome
• A builder - you are energized by creating structure where little exists and see operational gaps as opportunities
• Low ego, high accountability - you own the wins and the losses equally
• Comfortable operating at both strategic altitude and ground level

Key Position Responsibilities

• Client Relationships & Retention
  • Serve as the senior escalation point and strategic advisor for the agency's most important client relationships - high-revenue law firms with high expectations
  • Build deep trust with key stakeholders at each firm, becoming a genuine partner who understands their business goals, not just their marketing campaigns
  • Proactively identify at-risk accounts and execute retention strategies before problems escalate, owning the outcome
  • Maintain exceptional CSAT and NPS scores by delivering consistent, responsive, white-glove service across the portfolio
  • Navigate and de-escalate complex client situations with composure, clarity, and a bias toward resolution
• Team Leadership & Development
  • Lead, mentor, and grow a team of Client Success Managers (CSMs), setting clear expectations, coaching to performance, and creating a culture of accountability and excellence
  • Hire and develop top talent; build the bench strength the team needs to scale
  • Establish team-wide standards for client communication, QBRs, account reviews, and escalation protocols
  • Manage workloads and account assignments to optimize for both client outcomes and team sustainability
• Revenue Growth (Strategic Upsells & Cross-Sells)
  • Partner with Sales to identify and execute upsell and cross-sell opportunities across the existing client base
  • Develop playbooks for expanding client engagements into adjacent agency services (GEO/AIO, Paid Media, Website, Content, etc.)
  • Set and track revenue expansion targets for the Client Success team; make Client Success a true revenue center, not just a cost center
  • Create structured account growth plans for high-value clients on a quarterly basis
• Systems, Operations, & Process
  • Audit existing client success infrastructure (CRM, ticketing, onboarding flows, reporting cadences) and build what is missing
  • Design and implement scalable, repeatable processes that eliminate reactive firefighting and create a proactive service model
  • Build a reporting framework that gives leadership real-time visibility into retention risk, account health, expansion pipeline, and team performance
  • Develop client-facing materials (onboarding guides, reporting templates, escalation SLAs) that set proper expectations and demonstrate value clearly
  • Collaborate cross-functionally with SEO, Paid Media, Sales, and Product teams to ensure seamless client delivery and close the loop on systemic issues

Benefits

• Medical, Vision, Dental
• Retirement
• Life Insurance
• Sick Time and Paid Time Away (PTO)