Head of Client Success, iLawyerMarketing

EverService Holdings, LLC; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Bonuses tied to performance

Medical, Dental, Vision, and Life

401(k) matching

Paid parental leave

Tuition reimbursement

Remote working stipend

Paid vacation and sick leave

Paid holidays

Job summary

iLawyer, part of EverService Holdings, LLC, is seeking a Client Success Director to own retention and growth of its legal client base. You will lead a team, define onboarding and escalation processes, and align client success with product and delivery to drive service expansion.

You will sit with executives, manage top accounts, and shape the future operating system for client management across the US market, including LSA, SEO and website-driven workflows.

Qualifications

• 8+ years client-facing at a digital marketing agency or professional services firm.
• 3+ years leading a team in account management or client success, including hiring and performance management.
• Retention and expansion results you can quantify.
• Experience building or rebuilding account processes from little structure.
• Working command of SEO, paid search and website conversion, and current on GEO and AI search.
• Executive-level communication, written and in person.

Responsibilities

• Own gross revenue retention and net expansion across the book.
• Act as executive sponsor for the highest-value firms and know their business goals.
• Spot at-risk accounts early and run the save plan.
• Collaborate with Sales to turn expansion playbooks into scope growth.
• Document current account operations and design minimal onboarding, QBRs, health scoring and SLAs.
• Build reporting on retention risk, account health and expansion pipeline.
• Run the team inside EOS with rocks, scorecards and weekly L10s.
• Define roles, coach performance, plan capacity and hire as needed.
• Advise clients across the full funnel: local/organic search, paid/LsA, website conversion, intake and GEO.
• Turn client needs into billable services and stay current on advertising rules.

Skills

Client success

Account management

Team leadership

Retention & expansion

Executive communication

SEO & paid search

Law firm industry knowledge

CRM proficiency

Education

Bachelor's degree or equivalent

Tools

CRM systems

Analytics dashboards

EOS framework

Job description

iLawyer builds websites and growth programs for law firms. Our work sits where marketing spend turns into signed cases: design-led websites, paid search and Local Services Ads, and the search visibility that now includes AI answers.

iLawyer is part of EverService Holdings, a Sunstone Partners-backed operator whose brands also include LawRank and RYNO. We have an office in San Diego, but this role can be based anywhere in the US.

Summary Of Position

As Client Success Director, you will own the relationships, retention and growth of iLawyer's client base, and lead the team that serves it.

The Mandate

The team is talented. The structure around it is not built yet: no standard onboarding, review cadence, health scoring or reporting. Building that is half the job.

The other half is credibility. You can sit across from a managing partner and explain how clients find, choose and sign with a law firm, from search and AI answers to the website to intake.

Your bonus ties to keeping clients and growing them.

Position Responsibilities

Retention & Growth

• Own gross revenue retention and net expansion across the book
• Act as executive sponsor for the highest-value firms. Know their business goals, not just their campaigns
• Spot at-risk accounts early and run the save plan
• Work with Sales leadership to turn expansion playbooks into scope growth: new services, larger programs, new practice areas

The Operating System

• Document how accounts are run today, then design the minimum structure that works: onboarding, QBRs, account tiers, health scoring, escalation paths and SLAs.
• Select and configure the tools. Build reporting on retention risk, account health and the expansion pipeline. Cut manual reporting with repeatable templates and automation.
• Run the team inside EOS with rocks, a scorecard and weekly L10s.

The Team

• Define roles, set standards, coach to performance, plan capacity and hire as the book grows.

Funnel expertise

• Advise clients across the full funnel: local and organic search, paid and LSA, website conversion, intake and GEO.
• Work with Product and delivery leaders to turn client needs into services we can sell and deliver.
• Stay current on attorney advertising rules and platform changes that affect law firms.

Key Relationships

• Vice President, iLawyer: Your direct manager. Agrees on priorities, rocks, and the scorecard with you.
• Sales & Revenue Leadership: Co-owns expansion. Sales sets commercial terms and playbooks; you run them inside the book.
• Product Leadership: Source of the services you sell. You bring back what clients ask for and what is missing.
• Paid Media & Web Delivery: The teams behind client results. You hold the client view and close the loop on systemic issues.
• Marketing: Inbound and brand. You supply client proof points and retention insight.
• EverService Leadership: Quarterly reporting on retention risk, account health and the expansion pipeline.

What Winning Looks Like

• First 30 Days: You have met the team and the top accounts by revenue and mapped how accounts really run today. Retention, expansion and at-risk accounts are baselined. A current-state memo is delivered, with an investment ask if needed.
• First 60 Days: The minimum viable system is shipped: onboarding checklist, QBR template, health score v1 and an escalation path. A weekly retention and expansion forecast is running. The top 10 expansion opportunities are named, each with an owner.
• First 90 Days: Operating rhythm and scorecard are live. Every account has a tier, an owner, a health score and a next-review date. Retention and expansion targets are agreed. A 12-month org and capacity plan is delivered.

Required Qualifications

• 8+ years client-facing at a digital marketing agency or professional services firm.
• 3+ years leading a team in account management or client success, including hiring and performance management.
• Retention and expansion results you can quantify.
• Experience building or rebuilding account processes from little structure.
• Working command of SEO, paid search and website conversion, and current on GEO and AI search.
• Executive-level communication, written and in person.

Strongly Preferred Qualifications

• Experience serving law firms (agency, legal marketing or legal tech). Another high-ticket, lead-driven, regulated vertical such as medical, dental or financial advisory is a close second.
• Familiarity with state bar advertising rules.
• Experience with LSA, call tracking and intake-driven lead flows.
• EOS experience.
• Bachelor's degree, or equivalent experience.

Benefits

We've Got You Covered! iLawyer Marketing is proud to offer a variety of benefits to support employees and their families, including:

• Performance-based bonuses to reward excellence
• Medical, Dental, Vision, and Life Insurance
• 401(k) matching to help you plan for your future
• 6 weeks of paid parental leave for new parents
• $2000 annual tuition reimbursement for continued education
• Monthly data stipend to support your remote work environment
• Paid Vacation and sick time off for work-life balance
• 11 paid holidays to enjoy throughout the year
• Paid Days for You to reset and recharge
• Paid birthday holiday to celebrate your special day
• Comprehensive Employee Assistance Program for personal support
• Leadership and career advancement opportunities
• Anniversary rewards to celebrate milestones

About EverService Holdings, LLC

EverService is a global holdings company specializing in B2B professional services for companies of all sizes, helping them to grow and scale. After years of operating across both marketing and engagement verticals, EverService has streamlined its portfolio and now concentrates exclusively on driving growth within its marketing ecosystem. Through its vertically integrated brands, EverService delivers performance-driven digital marketing solutions across the legal, home services, and professional services industries. Our agencies specialize in SEO, paid media, website design and development, conversion optimization, creative services, and analytics, leveraging advanced technology and AI to deliver measurable business impact. Backed by deep industry expertise and a commitment to scalable, data-driven execution, EverService is the trusted growth engine for the sectors we serve, helping businesses strengthen their online visibility, generate high-intent demand, and drive measurable, sustainable growth through digital marketing.

This job description is intended to describe the general nature and level of work being performed by people assigned to this position. It is not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.