Digital Marketing Director of Client Success

The Director of Client Success is pivotal in ensuring the long-term success and satisfaction of our clients at JUICE. You will lead the charge in delivering an unparalleled client experience, focusing on onboarding, ongoing support, account retention, growth, and renewals. By coaching, managing, and mentoring the Client Success team, you will drive operational excellence and foster a culture of continuous improvement and collaboration.

About Us:

JUICE is a dynamic digital growth & marketing agency founded by two entrepreneurs with a track record of successful exits. Known for our strict focus on maximizing ROI, we have propelled our clients to significant revenue growth across user acquisition, eCommerce, and lead generation campaigns. As an industry leader, we specialize in results-driven growth strategy development, social advertising, search engine marketing, organic search ranking, and lead generation. Our mission is to build scalable, efficient campaigns that deliver measurable results for top-tier companies like L'Oreal, Diesel, Solidcore, Effy, and more.

Key Responsibilities:

Client Success Management:

Strategic Client Relationship Management:

• Develop strong, strategic relationships with clients to ensure their long-term success and satisfaction.
• Lead the client onboarding process, ensuring a smooth and effective start to each client engagement.
• Oversee client support, advocacy, retention, and the development of strategies for account growth and renewals.

Team Leadership and Development:

• Coach and mentor Client Success Managers to foster a high-performing team environment.
• Encourage continuous learning and development within the team, particularly in areas of digital marketing and client service excellence.
• Manage and resolve any escalated client issues, serving as the primary point of contact for high-priority client concerns.

Cross-Platform Marketing Expertise:

Marketing Strategy and Execution:

• Guide the team in developing and implementing comprehensive marketing strategies that span multiple platforms, including paid channels, email, and other marketing channels.
• Ensure that marketing campaigns are aligned with client objectives and optimized for maximum ROI.
• Utilize analytics to monitor campaign performance, making data-driven decisions to enhance client results across all platforms.

Innovation and Market Alignment:

• Keep on top of of emerging trends in digital marketing and integrate new strategies into client campaigns.
• Educate the team and clients on the latest marketing practices and technologies, ensuring that JUICE remains at the forefront of industry developments.
• Foster collaboration across various internal teams to ensure a cohesive and integrated approach to client campaigns.

Operational Excellence:

Client Success Outcomes:

• Develop and implement clear metrics for tracking client success outcomes, including contract renewal rates, churn reduction, and revenue growth through upsells.
• Regularly review and optimize client and team scorecards to align with strategic objectives and client expectations.
• Conduct regular client check-ins and Quarterly Business Reviews (QBRs) to assess progress and adjust strategies as needed.

Performance Management:

• Track key performance indicators (KPIs) related to cross-platform campaign effectiveness, including churn rate, average contract length, upsell rate, and client satisfaction metrics.
• Influence positive client outcomes and lifetime value through strategic initiatives and personalized client engagement.

Role Key Performance Indicators (KPI’s):

• Churn Rate, Average Contract Length, and Upsell Rate
• Revenue growth from existing client upsells
• Alignment of client and team scorecards with client expectations
• Overall team and client satisfaction metrics

About You:

The ideal candidate for this role should be a strategic thinker with a proven track record in client services and team leadership within a digital marketing context. You should have excellent communication skills, a strong sense of empathy, and the ability to manage multiple priorities effectively.

What you’ll find here:

• Competitive salary based on experience level.
• Matching 401k plan.
• Health benefits.
• Unlimited PTO.
• Annual company offsite.
• Fully remote work.
• Discretionary bonuses are available.
• Happy and motivated team.