Director, Client Experience (Director, CX)

Market My Market; United States; Remote; USD 150,000 - 210,000; Full time

Benefits offered by this job

Executive PTO 2.75 weeks

Sick time 40 hours per year

Mental health time 8 hours per quarter

Health insurance (Day 1 eligibility)

401(k) eligibility after one year

Job summary

Market My Market seeks a Director of Client Experience to lead 4–6 CXMs, driving high-quality client management and revenue growth through strategic portfolios and coaching.

You will advance value communication, automation adoption, and knowledge sharing while aligning CX initiatives with corporate objectives. Remote work available for U.S. candidates.

Qualifications

• Agency experience in digital marketing environment is preferred.
• Strong understanding of digital marketing strategies, campaign optimization, and metrics.
• Leadership experience with scalable teams and client-focused outcomes.
• Excellent communication skills with cross-functional audiences.
• Analytical mindset with data-driven ROI optimization.
• Proficiency with CRM systems, automation, and AI in marketing applications.

Responsibilities

• Lead and coach 4–6 CXMs to deliver exceptional client experiences and drive business goals.
• Provide mentorship and career development for the CXM team.
• Maintain KPIs and high-performance standards across portfolios.
• Scale teams and portfolios through systems and processes.
• Demonstrate ROI and value through standardized client-facing materials.
• Train CXMs on metrics and data-driven storytelling for client success.
• Create client-facing materials translating digital results into business value.
• Monitor client portfolios (20–40 clients per CXM) for satisfaction and retention.
• Drive upsell opportunities and renewals to support revenue growth.
• Track KPIs like NPS, retention, and portfolio growth.
• Improve CAC/ROI through optimized CX programs.
• Champion AI and automation adoption within the team.
• Develop internal knowledge base and self-sufficiency.

Skills

Leadership

CRM systems

HubSpot

Automation tools

AI in marketing

Analytical mindset

Communication skills

Tools

HubSpot

Automation tools

AI technologies

Job description

Director, Client Experience (Director, CX)

Director, Client Experience (Director, CX)

About the Role

The Director, Client Experience (Director, CX) leads 4-6 Client Experience Managers (CXMs), ensuring high-quality account management and strategic client engagement. This role focuses on driving client satisfaction, retention, and revenue growth through effective portfolio management and team leadership. The Director, CX collaborates with the other Director, CX and leadership team members to align client experience initiatives with company objectives while addressing critical gaps in value communication, automation adoption, and internal knowledge sharing. Director, CX reports to the CEO.

Key Responsibilities

Manage, coach, and develop a team of CXMs to deliver exceptional client experiences and achieve business goals

Provide mentorship and career development opportunities to CXM team members

Hold teammates accountable to established KPIs and maintain high standards of performance

Develop systems to enhance team scalability and manage larger client portfolios effectively

Value Communication & ROI Demonstration

Lead initiatives to improve the team's ability to communicate clear ROI and value metrics to clients beyond traditional performance indicators

Develop standardized frameworks for conveying campaign impact, cost savings, and business growth outcomes

Train CXMs on utilizing comprehensive metrics to demonstrate value through data-driven insights and client-specific success stories

Create client-facing materials that effectively translate complex digital marketing results into tangible business value

Monitor the health of CXM-managed client portfolios (20-40 clients each), ensuring client satisfaction and retention

Drive upsell opportunities and ensure contract renewals, contributing to overall revenue growth

Track performance metrics including client NPS (Net Promoter Score), retention rates, and portfolio growth across all CXM-managed accounts

Optimize client acquisition costs by improving the ROI of client experience efforts

Automation & AI Integration

Champion the adoption of innovative automation tools and AI-driven solutions within the CXM team

Lead efforts to implement meaningful AI applications beyond basic reporting, including predictive analytics, automated client communications, and performance optimization

Drive the integration of automation frameworks to streamline client management processes and improve team efficiency

Ensure CXMs are equipped with cutting-edge tools to enhance client service delivery and reduce manual workloads

Internal Knowledge Base & Self-Sufficiency

Spearhead the rollout and adoption of internal knowledge base (IKB) systems to reduce dependency on other departments for routine questions

Develop comprehensive training programs that empower CXMs to find answers independently and become subject matter experts

Create processes that instill a proactive mindset, encouraging team members to solve problems internally before seeking external assistance

Establish clear escalation paths while promoting self-reliance and continuous learning within the team

Act as an escalation point for client concerns, resolving issues promptly and effectively

Work closely with the Director, Client Experience and Client Success Lead to streamline collaboration between CSMs and CXMs, ensuring cohesive client support

Address client feedback and implement strategies to improve satisfaction and retention

Ensure deliverables align with client-specific goals and quality standards

Performance Tracking & Reporting

Establish and track key performance metrics for the CXM team, ensuring alignment with organizational goals

Monitor and analyze KPIs such as client satisfaction scores, retention rates, and team utilization

Review and approve client reports to ensure accuracy and actionable insights

Optimize team performance through data-driven decision making and continuous improvement initiatives

Professional Development & Industry Engagement

Encourage and facilitate CXM attendance at client events and industry conferences to strengthen client relationships and represent the company

Drive thought leadership initiatives such as webinars, case studies, and industry presentations

Develop resources and training programs to ensure CXMs are equipped with the tools and skills needed to succeed

Stay current with digital marketing trends and agency best practices to guide team development

Requirements

Agency Experience Required: Minimum 5-7 years of experience in digital marketing agency environment with proven track record in client relationship management

Digital Marketing Strategy Expertise: Comprehensive understanding of digital marketing strategies, campaign optimization, and performance measurement

Professional Services Experience Preferred: Experience working with professional services clients, particularly legal, dental, and medical practices is a significant plus

Leadership Experience: Proven ability to manage, develop, and scale high-performing teams

Communication Skills: Exceptional ability to present complex information in clear, compelling formats to diverse audiences

Analytical Mindset: Strong data analysis capabilities with experience in performance tracking and ROI optimization

Technology Proficiency: Experience with CRM systems, especially hubspot, automation tools, and emerging AI technologies in marketing applications

Compensation

PTO: Executive Level 2.75 weeks of PTO

Sick Time: 40 hours of sick time per year

Mental Health Day: 8 hours of mental health time per quarter

Benefits including health insurance (Day 1 eligibility) and 401(k) eligibility after one year

Location

This position is fully remote and we are only hiring candidates located in the following states:

Alabama

California

Florida

North Carolina

New Jersey

New York

Maryland

South Carolina

Texas

Our Core Values

Do What You Say

Be Honest and Transparent

Proactive, Not Reactive

Be Thought-Leading

Instill Trust Through Consistent Accountability

Do the Right Thing for Clients and MMM

About Market My Market

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.

Sounds like your next step?

Meet the team

Market My Market

Market My Market is a fast-growing marketing agency that onboards approximately 20 new clients per month and generates over $1M in recurring revenue monthly. The company specializes in providing marketing services to clients on a subscription basis, utilizing modern billing and commerce platforms to manage their operations at scale. As they expand, they are building out their financial operations infrastructure to support their rapid growth trajectory.