Director of Client Success – Paid Media (PPC)

411 Locals; United States; Remote; USD 125,000 - 208,000; Full time

Job summary

411 Locals is seeking a Director of Client Success to elevate their Paid Media division by building a client success function focused on SMB advertising clients. The role demands a leader capable of architecting a globally aligned, high-performing team aimed at enhancing client satisfaction, retention, and actionable insights from PPC campaigns. Ideal candidates will have significant experience in performance marketing client success functions with proven retention metrics and team-building capabilities.

Benefits

Competitive base salary

Performance incentives

Remote-first culture

Qualifications

• 8-10+ years in Client Success or related roles focused on performance marketing.
• Proven experience building a CS function from scratch for PPC.
• Management experience with remote global teams.

Responsibilities

• Own and enhance client lifecycle success for SMB advertising clients.
• Lead the development of a high-impact CS organization focused on retention and upsell.
• Design and implement CS strategies tailored to PPC campaigns.

Skills

Client Success

Retention KPIs

Performance Marketing

Scaling Teams

PPC Campaigns

Tools

Salesforce

ChurnZero

Google Ads

Job description

Director of Client Success – Paid Media (PPC)

Director of Client Success – Paid Media (PPC)

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Director of Client Success – Paid Media (PPC)

About the Opportunity

At 411 Locals, we’ve helped 90,000+ small businesses grow through local SEO. Now we’re scaling our Paid Media division (Google Ads, Bing Ads, Meta Ads) — and we need a Client Success leader to build a world-class department from the ground up.

If you’ve architected a Client Success function for performance marketing clients — built the playbooks, defined KPIs, selected tech stacks, scaled global teams — this is your blueprint opportunity.

We’re hiring a Director of Client Success (PPC) to own client lifecycle success for our SMB advertising clients. You’ll lead the development of a high-impact CS organization laser-focused on retention, upsell, client experience, and campaign ROI. Your mission: transform CS into a revenue engine.

• A new global Client Success organization focused exclusively on SMB clients running PPC campaigns (Google/Bing/Meta).
• Full-stack CS operations: team design, hiring, training, workflows, tools, SOPs, and performance frameworks.
• CS strategies tailored to PPC: onboarding, health scoring, performance reviews (QBRs), churn prevention, upselling.
• Cross-functional alignment with Sales, Marketing, and Paid Media Ops to drive retention and revenue expansion.
• Scalable process automation using tools like Salesforce, ChurnZero, Google Ads dashboards, etc.
• 8–10+ years in Client Success, Account Management, or Customer Experience roles, preferably in performance marketing or ad tech.
• Proven track record building a CS function from scratch for a digital advertising/PPC business (not just inheriting teams).
• Direct experience owning client performance, retention KPIs, NRR/GRR, and growing revenue through CS.
• Experience managing remote global CS teams (PPC Account Managers, Client Success Specialists).
• Ability to design playbooks, lifecycle journeys, renewals, health scoring models, and strategic touchpoint cadences.
• Strong operational mindset — you've worked with CRMs, analytics, ticketing, and campaign monitoring tools.
• Comfortable in a player-coach capacity; willing to get hands-on with clients if needed.

You will be accountable for:

• Net Revenue Retention (NRR), Client Churn Rate, CSAT, NPS, Client Lifetime Value (CLTV).
• Team productivity, onboarding speed, tool/process adoption, and engagement.
• Cross-functional collaboration impact (client handoffs, upsells, case studies).
• Build, don’t just manage – your blueprint will become the global playbook.
• Direct executive access and full decision-making authority over CS strategy.
• Clear mandate: increase client satisfaction, reduce churn, and grow portfolio value.
• 100% remote-first culture with a global team of 1000+.
• Competitive base + performance incentives tied to retention and client growth.
• Architect a global CS model for a fast-scaling performance marketing agency.
• Turn client feedback, PPC results, and data insights into long-term client partnerships.
• Build a CS culture that prioritizes results, clarity, and client impact.

Bonus Points

• Experience in high-velocity SMB environments where scale and efficiency are key.
• Exposure to lead generation, local services, or franchise businesses.
• Familiarity with tools like HubSpot, Google Ads Editor, Asana, Looker, or AI reporting layers.

Let’s Build the Future of PPC Client Success

This isn’t just about managing accounts. It’s about owning the post-sale experience — and turning it into a profit center.

Apply now to leave your legacy in how the Paid Media industry defines Client Success.

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Contract

Job function

• Job function

  Advertising, Marketing, and Customer Service

• Industries

  Marketing Services and Advertising Services

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