Senior Director, Client Experience (Remote)

Market My Market; United States; Remote; USD 180,000 - 230,000; Full time

Benefits offered by this job

PTO

Health insurance (Day 1)

401(k) eligibility after 1 year

Job summary

Market My Market is seeking a Senior Director, Client Experience to lead a growing CX department serving 320+ clients. You will own retention, messaging standards, and the department's operating rhythm while managing a small portfolio of accounts yourself.

You will report to the CEO, sit on the leadership team, and build the bench for future CX leadership while coaching directors and managers toward measurable outcomes.

Qualifications

• Experience leading a client-facing organization in a fast-growing agency.
• Track record of improving client retention and lifetime value.
• Strong analytical mindset with KPI ownership and reporting discipline.

Responsibilities

• Lead and develop Client Experience Managers and assistants, setting clear expectations and scoreboards.
• Own client retention and portfolio health, with proactive risk management and playbooks.
• Own department messaging, ROI storytelling, and standardization of client communications.
• Define and track KPIs, provide weekly insights to the CEO, and drive proactive improvements.
• Identify opportunities, partner with other leaders, and drive new service offerings.

Skills

Leadership

Client Experience

Agency Leadership

Retention & CX Strategy

Analytics & KPIs

Strategic Communication

Cross-functional Collaboration

Education

Bachelor's degree in Marketing, Business, or related field

Tools

HubSpot

Zoom Revenue Accelerator

CallRail

Asana

Job description

Market My Market is seeking a Senior Director, Client Experience to lead a growing CX department serving 320+ clients. You will own retention, messaging standards, and the department's operating rhythm while managing a small portfolio of accounts yourself.

You will report to the CEO, sit on the leadership team, and build the bench for future CX leadership while coaching directors and managers toward measurable outcomes.