[Hiring] Senior Director, Client Experience @Market My Market

Role Description

Market My Market is looking for a Senior Director, Client Experience to own the Client Experience department. Today that department serves more than 320 clients and is made up of two Directors, Client Experience, roughly 11 Client Experience Managers, and 7 Client Success Assistants. This is the leader our two Directors report to, and the person the whole department looks to for direction, standards, and accountability.

This is a leadership seat first. It is built for someone who has already run a client-facing organization inside a fast-growing digital marketing agency, who knows what it takes to keep clients for years, and who can set the tone for how an entire department communicates, inspects its own work, and gets ahead of problems before clients feel them.

You will also keep your feet wet by managing a small portfolio of approximately five accounts of your own, so you are living the same client conversations, reports, and results your team is accountable for. You will own retention, the client messaging standard, and the department's operating rhythm. You will look at the KPIs every week, ask the questions no one else is asking, and teach your directors and their teams to do the same. When something is off, you will propose the fix, not just flag the issue. The Senior Director, Client Experience reports to the CEO and sits on the leadership team.

What You Will Own

• Department Leadership & Accountability
  • Lead, coach, and hold accountable Client Experience Managers a team of roughly 11 Client Experience Managers and 7 Client Success Assistants serving 320+ clients.
  • Set clear expectations and scoreboards for every seat in the department, then inspect against them consistently.
  • Own the department's operating cadence: weekly KPI reviews, portfolio health reviews, one-on-ones, and quarterly rocks that ladder up to company goals.
  • Build the bench. Identify and develop the next generation of CX leaders and make sure every director and manager has a growth plan.
  • Represent Client Experience on the leadership team and partner with the SEO, Content, Paid, Creative, and Business Development leaders.
• Client Retention & Portfolio Health
  • Own client retention and lifetime value across every account the department manages.
  • Build and run an early-warning system for at-risk clients.
  • Personally get involved in the accounts that matter most and the escalations that could cost us a client.
  • Drive renewals, upsell, and cross-sell as a natural outcome of well-run accounts.
  • Set the standard for onboarding, the first 90 days, and QBRs.
  • Manage approximately five client accounts of your own to the same standard you hold the team to.
• Messaging & Value Communication
  • Own the messaging standard for the entire department.
  • Build the frameworks, templates, and talk tracks that turn rankings, traffic, calls, and leads into a clear ROI story.
  • Review client-facing communication, reports, and meeting recaps regularly and coach to the standard.
  • Make sure every CXM can explain the full MMM offering.
• KPIs, Inspection & Proactive Operations
  • Define the department's KPIs and report on them to the CEO and leadership team every week.
  • Look at the numbers before anyone asks.
  • Teach the team to be proactive, not reactive.
  • Audit the work: sit in on client calls, read the reports, review the Asana boards, listen to CallRail calls.
  • Get the most out of the tools we have already invested in.
  • Champion automation and AI inside the department.
• Solutions & Opportunities
  • Come to the table with solutions.
  • Look for opportunities others miss.
  • Partner with the SEO Director, Content Director, and PPC Manager on delivery issues.
  • Contribute to case studies, webinars, and thought leadership.

Qualifications

• Rapid-growth agency experience (required): Experience in a digital marketing agency that grew rapidly.
• SEO and digital marketing background (required): Experience in SEO-led digital marketing.
• Local professional services clients (required): Experience with local professional services businesses.
• Proven leadership (required): Experience managing managers or directors.
• Retention track record: Experience owning retention numbers for a book of business.
• Analytical, hands-on with systems, and tech-forward: Comfortable with various tech tools.
• Exceptional communicator: Ability to communicate clearly and deliver hard messages.
• Ownership mindset: Proactive and solutions-focused.

Requirements

• This position is fully remote and we are only hiring candidates located in the following states:
  • Alabama
  • California
  • Colorado
  • Florida
  • Iowa
  • Indiana
  • North Carolina
  • New Jersey
  • Nevada
  • New York
  • Maryland
  • South Carolina
  • Texas
  • Utah
  • Virginia
  • Washington

Benefits

• This is a full-time, salaried position with benefits, including:
  • PTO
  • Health insurance (Day 1 eligibility)
  • 401(k) eligibility after one year

Company Description

Market My Market specializes in tailored marketing solutions for law firms, medical and dental offices. Our mission is to deliver measurable results while fostering team growth, accountability, and innovation. We prioritize a culture of collaboration, transparency, and continuous improvement.