Director of Client Success & Growth

Jumpfactor Marketing; Canada; On-site; CAD 140,000 - 190,000; Full time

Benefits offered by this job

Competitive pay

Skilled international team

Growth opportunities

Performance-based bonuses

Paid training & conferences

Paid social events

Weekly learning programs

State-of-the-art tech

Job summary

Jumpfactor Marketing in Canada is seeking a Director of Client Services to lead our Account Management team, owning client retention, satisfaction, expansion revenue, and overall team performance.

This hands-on leadership role involves conducting quarterly business reviews, coaching PMs, and ensuring client-service processes are followed.

You will act as a senior strategic partner to client CEOs and executives, driving value for MSPs and B2B tech clients and elevating service standards.

Qualifications

• 6+ years in agency or client-facing roles.
• 3+ years in client-facing digital marketing agency experience (account management, Client Services, Customer Success, Client Strategy).
• 1–2+ years directly managing client-facing team members.
• Digital marketing agency experience is required.
• Proven experience owning client retention, churn, renewals, upsells, and expansion revenue.
• Strong experience coaching and developing Account Managers.
• Experience conducting QBRs or strategic client reviews.
• Strong executive presence and exceptional client communication.
• Comfortable handling difficult client and employee conversations.
• Direct and accountable management style.

Responsibilities

• Lead QBRs and strategic account reviews with client CEOs, owners, and senior stakeholders.
• Clearly communicate campaign performance, business impact, risks, recommendations, and next steps.
• Build client confidence and identify renewal, upsell, referral, and review opportunities.
• Define, audit, and improve the client-relationship standards followed by Account Managers.
• Act as the final escalation point for major client concerns.
• Ensure client commitments are properly documented and completed.
• Build and maintain high bar of client experience and NPS.
• Own client retention and churn performance.
• Set and monitor retention, expansion, upsell, referral, and account-growth targets.
• Build proactive processes to identify and address client risk before escalation.
• Lead structured renewal, upsell, and cross-sell processes.
• Coach Account Managers on retention and commercial conversations.
• Analyze churn causes and implement improvements across communication, training, and process.
• Lead and develop Account Managers through regular one-on-ones, coaching, and performance reviews.
• Audit Account Manager calls, client communication, account plans, and follow-up activities.
• Provide direct, timely, and actionable feedback.
• 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.
• 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.
• 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.
• Lead by example as an Expert Authority in our niche.
• Coach clients as a Trusted Advisor
• Build the account managers into Trusted Advisor who are relied on by clients.

Skills

Leadership

Account Management

Digital Marketing

Coaching

QBRs

Executive Presence

Client Communication

Team Management

Retention Upsell

Job 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.

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
• Always ELEVATE
• Be ACCOUNTABLE
• Be TRANSPARENT

WHY EMPLOYEES LOVE JUMPFACTOR:

• Very competitive compensation package.
• 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
• Digital marketing agency experience is required
• Proven experience owning client retention, churn, renewals, upsells, and expansion revenue
• Strong experience coaching and developing Account Managers
• Experience conducting QBRs or strategic client reviews
• Strong executive presence and exceptional client communication
• Comfortable handling difficult client and employee conversations
• Direct and accountable management style
• Strong sense of urgency, ownership, and follow-through
• Highly organized, detail-oriented, disciplined, and resourceful
• Comfortable reviewing calls, client communication, performance data, and operational processes
• Strong working knowledge of SEO, content, paid media, email marketing, web development, social media, and design
• Experience developing SOPs, KPIs, scorecards, and performance-management processes
• Experience working with North American SMB or mid-market clients
• Familiarity with Traction EOS or Rockefeller Habits is an asset

Roles and Responsibilities:

Client Relationships and Strategic Reviews

• Lead QBRs and strategic account reviews with client CEOs, owners, and senior stakeholders
• Clearly communicate campaign performance, business impact, risks, recommendations, and next steps
• Build client confidence and identify renewal, upsell, referral, and review opportunities
• Define, audit, and improve the client-relationship standards followed by Account Managers
• Act as the final escalation point for major client concerns
• Ensure client commitments are properly documented and completed
• Build and maintain high bar of client experience and NPS

Account Retention and Growth

• Own client retention and churn performance
• Set and monitor retention, expansion, upsell, referral, and account-growth targets
• Build proactive processes to identify and address client risk before escalation
• Lead structured renewal, upsell, and cross-sell processes
• Coach Account Managers on retention and commercial conversations
• Analyze churn causes and implement improvements across communication, training, and process

Team Management and Performance

• Lead and develop Account Managers through regular one-on-ones, coaching, and performance reviews
• Audit Account Manager calls, client communication, account plans, and follow-up activities
• Provide direct, timely, and actionable feedback
• 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
• Lead by example as an Expert Authority in our niche
• Coach clients as a Trusted Advisor
• Build the account managers into Trusted Advisor who are relied on by clients.

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.

Jumpfactor 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.