Director of Client Services

270b; Plano (TX); On-site; USD 180,000 - 240,000; Full time

Job summary

270B seeks a Client Service Director to lead senior client relationships, guide cross-disciplinary teams, and drive profitable growth across a portfolio of accounts. You will shape strategy, oversee budgets, and partner with agency leadership to ensure exceptional work and client satisfaction.

You'll mentor Account Directors and Supervisors, champion integrated campaigns, and balance creative excellence with business realities.

Qualifications

• 10+ years of experience in account management or client services within a digital/creative marketing agency.
• Proven ability to lead complex client relationships and large-scale engagements.
• Strong understanding of digital marketing, brand strategy, and integrated campaigns.

Responsibilities

• Lead senior-level client relationships and strategic planning across assigned accounts.
• Coach and mentor Account Directors and Account Supervisors.
• Oversee account profitability, budgets, and staffing plans.
• Identify growth opportunities and expand client partnerships.
• Collaborate with Strategy, Creative, Technology, Media, and Production teams.

Skills

Client relationship management

Leadership

Strategic thinking

Account management

Digital marketing

Job description

We're a digital-first creative agency that challenges conventional thinking, embraces emerging technology, and creates work that makes an impact.

With teams in Dallas, Austin and São Paulo, we bring together strategy, creativity, technology, and execution to help brands move forward.

We're not interested in doing things a certain way simply because they've always been done that way. We believe in asking better questions, finding smarter solutions, and bringing the wow to everything we do.

The Opportunity

We're looking for a Client Service Director who knows how to build strong client partnerships, lead exceptional teams, and turn business challenges into opportunities.

This is a senior leadership role responsible for the overall health, strategic direction, and commercial performance of a portfolio of client accounts.

You'll serve as a trusted advisor to senior client stakeholders, providing leadership and perspective beyond day-to-day account management. You'll understand our clients' businesses, anticipate their needs, challenge their thinking when appropriate, and ensure we're delivering work that creates meaningful value.

Internally, you'll provide direction and support to our Account Directors and Account Supervisors, helping teams navigate complex relationships, maintain high standards, and deliver excellent work.

You'll also work closely with agency leadership to protect account profitability, identify growth opportunities, and continuously improve how we serve our clients.

We're looking for someone who can see the bigger picture without losing sight of the details. Someone who combines strategic thinking with sound business judgment, leads with confidence, and knows when to challenge, support, or step in.

Most importantly, someone who takes ownership, builds trust, and makes things happen.

What You'll Do

Lead Client Relationships

• Build and maintain trusted, long-term relationships with senior client stakeholders and key decision-makers.
• Develop a deep understanding of each client's business, marketing priorities, competitive landscape, challenges, and internal dynamics.
• Serve as the senior relationship lead across assigned accounts, ensuring clients see 270B as a strategic business partner rather than simply an executional agency.
• Lead senior-level client meetings, strategic planning sessions, business reviews, and important business conversations.
• Act as the primary escalation point for significant client concerns, navigating difficult conversations and driving constructive resolutions.
• Anticipate client needs, proactively identify relationship risks, and develop plans to address issues before they escal.
• Build relationships across multiple levels of client organizations to strengthen partnerships and reduce reliance on individual stakeholders.
• Ensure consistent, clear, and proactive communication that builds client confidence and trust.

Drive Strategic Thinking and Great Work

• Provide strategic guidance across assigned accounts, ensuring agency recommendations support clients' business and marketing objectives.
• Work closely with Strategy, Creative, Technology, Media, and Production teams to develop integrated solutions that deliver measurable impact.
• Challenge assumptions, ask the right questions, and help uncover opportunities beyond the immediate client brief.
• Bring fresh thinking, relevant market insights, and new ideas to client conversations.
• Champion creative excellence while balancing client objectives, timelines, budgets, and business realities.
• Maintain senior-level visibility into key initiatives, providing direction and removing obstacles when necessary.
• Ensure account teams understand the broader business context behind the work, not just the deliverables.
• Help clients navigate evolving digital platforms, emerging technologies, AI, and changing consumer behavior.

Lead and Develop Account Teams

• Provide leadership, guidance, and support to Account Directors and Account Supervisors across assigned accounts.
• Establish clear expectations for client service, accountability, communication, and strategic thinking.
• Coach and mentor account leaders, helping them strengthen their decision-making, client management, and commercial skills.
• Empower teams to take ownership while remaining available to provide direction and resolve complex challenges.
• Work with agency leadership to identify staffing needs, performance concerns, and professional development opportunities.
• Help ensure account teams are appropriately structured and resourced based on client needs, scope, and business priorities.
• Foster strong collaboration between Client Services and other agency disciplines, including teams operating across different markets.
• Promote a culture where teams are proactive, solutions-oriented, accountable, and committed to producing exceptional work.

Own Account Health and Financial Performance

• Maintain a clear understanding of account scopes, retainers, budgets, staffing plans, revenue, and financial performance.
• Review estimates, proposals, retainers, and statements of work to ensure commercial accuracy and alignment with agency expectations.
• Monitor account profitability and proactively recommend adjustments to staffing, pricing, scope, or processes when needed.
• Partner with Finance, Operations, and agency leadership on revenue forecasting, resource planning, renewals, and account financial health.
• Identify and address scope creep, unplanned work, inefficient resource allocation, and other risks to account profitability.
• Support commercial discussions with clients, including changes in scope, additional services, budget considerations, and contract renewals.
• Balance exceptional client service with sound financial discipline and sustainable agency operations.
• Ensure account leadership teams understand their financial responsibilities and the commercial implications of account decisions.

Identify Opportunities for Growth

• Identify opportunities to grow existing client relationships through additional services, new initiatives, and broader strategic partnerships.
• Connect evolving client needs with 270B's capabilities across creative, strategy, digital experiences, technology, media, and activations.
• Partner with agency leadership to develop account growth plans and strengthen long-term client partnerships.
• Help position 270B as a proactive source of ideas, innovation, and business solutions.
• Participate in new-business opportunities, prospect meetings, proposals, and pitches when requested.
• Support efforts to expand relationships across brands, business units, and markets where appropriate.

Contribute to Agency Leadership

• Participate in senior leadership discussions related to client health, staffing, revenue, operational priorities, and agency growth.
• Bring forward insights and recommendations that help improve the performance of the Client Services function.
• Identify opportunities to improve processes, communication, team structures, and overall ways of working.
• Help establish and maintain consistent standards of client service across accounts and markets.
• Collaborate with leadership in the United States and Brazil to support coordinated delivery and strong cross-market relationships.
• Represent 270B professionally and confidently in client, partner, prospect, and industry interactions.
• Lead by example, demonstrating 270B's values through everyday decisions, collaboration, and accountability.

What You Bring

• 10+ years of experience in account management, client services, or business leadership within a digital, creative, or integrated marketing agency.
• Proven experience leading complex client relationships and overseeing multiple accounts or large-scale client engagements.
• Demonstrated ability to build trusted relationships with senior marketing executives, business leaders, and C-suite stakeholders.
• Strong understanding of digital marketing, integrated campaigns, brand strategy, creative development, and digital experiences.
• A track record of retaining and growing client relationships through strong strategic and commercial leadership.
• Experience managing and mentoring Account Directors, Account Supervisors, or other senior account professionals.
• Solid financial acumen, including experience with agency scopes of work, retainers, estimates, resource planning, profitability, and forecasting.
• Ability to translate business objectives into clear strategic direction for multidisciplinary teams.
• Excellent communication, presentation, negotiation, and problem-solving skills.
• Strong judgment and the confidence to manage difficult conversations, challenge assumptions, and make informed decisions.
• Ability to balance multiple clients, competing priorities, and complex workstreams without losing perspective.
• Experience working collaboratively across Creative, Strategy, Technology, Production, Media, and Operations teams.

One Last Thing. Let's Go Beyond the Resume.

At 270B, we believe great work starts with curiosity, initiative, and people who aren't afraid to think differently.

We'd love to learn a little more about how you think, lead, and approach challenges.