Associate Director, Client Services

Lever, Inc.; Oregon; On-site; USD 120,000 - 160,000; Full time

Job summary

Silverback seeks an Associate Director, Client Services to lead strategic client relationships and act as a trusted advisor across top accounts. You will own client health end-to-end, translate performance data into actionable insights, and drive growth while safeguarding margins.

This role emphasizes big-picture thinking, collaboration across Paid Media, SEO, and Creative teams, and a clear, data-driven narrative for clients and internal stakeholders.

Qualifications

• 7+ years of client services, account management, or client strategy experience, with at least 4 years at a digital or performance marketing agency.
• Strong ability to analyze paid media performance and triangulate data from multiple sources.
• Excellent written and verbal communication for internal teams and C-suite clients.
• Proven track record in retaining clients and growing revenue.

Responsibilities

• Understand client business and marketing performance to develop cross-functional strategies.
• Analyze paid media performance and reconcile platform data with CRM pipelines.
• Build and maintain healthy client relationships to mitigate churn risk.
• Own retention and revenue growth for your portfolio, including upsell opportunities.
• Collaborate with delivery teams to balance client goals with margin targets.
• Identify process improvements to increase client value and reduce waste.
• Stay ahead of industry changes and turn wins into case studies.
• Provide leadership and thought leadership within the team.

Skills

Client strategy

Data analysis

Communication

Deductive reasoning

Big-picture thinking

Intellectual curiosity

Tools

Google Ads

Meta Ads

Google Analytics

CRMs

Job description

Job Highlights

• AdAge and Inc Magazine have named Silverback one of the best places to work.
• We are hiring an Associate Director of Client Services.
• Salary band is $120k-$160k with legit bonus and benefits.
• This is an opportunity to make a big impact at a smaller agency.

Today, we’re looking for an Associate Director, Client Services to join our team. 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, and finding the next opportunity to grow the partnership.

This isn’t a hands‑on‑keys role. You won’t be building campaigns in Google Ads or Meta, but you’ll need to understand what those platforms are telling you, and what they’re not. 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 make sure every account is both successful for the client and healthy for Silverback. This role is ideal for a seasoned client services leader who thrives on big-picture thinking, loves a good puzzle, and wants a real seat at the table.

Here’s what we expect from our Associate Director, Client Services.

What You’ll Do

• 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. When platform-reported conversions don’t match pipeline in the CRM, you’re the one who figures out why and explains it clearly.
• Client Care: Build healthy, long‑lasting client relationships through active listening and follow‑through. Proactively monitor positive and negative client feedback to identify and mitigate churn risk before it affects the relationship.
• Client Retention & Growth: Own retention and revenue growth for your portfolio. Identify strategic upsell and cross‑sell opportunities, partner with our sales team on expansions, and lead the way through crisis moments with steady, solutions‑first communication.
• Delivery Margin Management: Partner with delivery teams to build 3-month rolling plans that balance client performance goals with margin targets. When an account is off track, dig into the root cause and resolve it through process changes, expectation resets, or rescopes.
• Process Improvement: Regularly surface opportunities to improve how we work, whether that means increasing client value, eliminating waste, or making our people’s jobs easier.
• Client Innovation: Stay on top of changes in the marketing industry, understand how they impact your clients, and help clients navigate and capitalize on that change. Turn client wins into case studies that fuel our marketing.
• Thought Leadership: Contribute a weekly news insight and point of view to keep our team and clients ahead of the curve.

What We’re Looking For

• Years of Experience: 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.
• Paid Media Fluency: You don’t need to be a platform expert, but you need to speak the language. You’re comfortable with the metrics Google Ads, Meta Ads, Google Analytics, and CRMs report out, and you know how to triangulate them to find the real story.
• Deductive Reasoning: When something doesn’t add up, you work the problem. You connect the dots across data sources, client conversations, and team input to get to the root cause and the right next step.
• Communication: Your verbal and written communication is sharp, clear, and confident. You can explain a complex performance story to a CMO in plain English and write an email that gets a stalled decision moving.
• Self-Awareness: You know your strengths, own your blind spots, and actively seek feedback. You read the room well, both with clients and with your team.
• Big-Picture Thinking: You see how a single campaign ties to a client’s revenue, how one account ties to the health of the portfolio, and how the portfolio ties to Silverback’s growth.
• Intellectual Curiosity: You ask why until