Director Of Client Success

About our firm:

1SEO Digital Agency is a private-equity backed digital marketing company located 30 minutes north of Philadelphia.  Our “mission” is to enable high quality local service providers to make effective connections with qualified customers located within 25 miles of their office.  We are converting a legacy digital marketing agency into a B2B technology company that sells “marketing as a service” to local service providers.

Our entire team works from our office in Bristol, PA, but our clients have physical offices in one or more cities across the US or Canada and fall in one of three categories: home services, health & wellness, or professional services. .

Position Responsibilities:

As the Director of Client Success, you will not only serve as the ‘department leader’ (reporting to the VP of Revenue Operations)  but also serve as a ‘manager of managers’ with 4-6 team managers as your direct reports.  In your role as the department leader, you will be responsible (and held accountable) for managing our entire clients success department, which is responsible for generating 90% of the revenue for our company.  In your capacity as a manager, you will manage a team of Executive Directors, who each lead their own teams of Customer Success Managers (which we call ‘Performance Managers’).  

Your department’s performance will be evaluated and measured on a monthly basis. You will be held accountable for monthly improvements in each of the following KPIs and metrics:  

Monthly Recurring Revenue (MRR) Units Retention Rate Net Revenue Retention Rate Client Engagement Rate Client Satisfaction Rate

Core Values of Ideal Candidates:

Conceptual Alchemist: you are skilled at transforming basic or abstract ideas into something valuable, innovative, or significantly impactful. 

Empowered Humility:  you’re self-confident and strong, yet grounded, self-aware, and open to learning from other people

Audacious Ambition: you are self-motivated and tenacious, consistently push boundaries with a competitive spirit. 

Gets It Done: you deliver results with resourceful efficiency, ensuring that every task is not only completed but executed with the highest standard of excellence. 

Sees the Big Picture: you embrace flexibility and enthusiasm in our pursuit of broader goals, ensuring that every decision and action aligns with the larger vision. 

Pursuit of Excellence: you have a fanatical attention to detail and a systematic approach that ensures unparalleled quality in everything you do. 

Required Skills and Experience: 10+ years of combined experience managing B2B Client Management professionals 5+ years of experience being held accountable for MRR / ARR growth 5+ years experience in the marketing technology (martech) industry. Strong leadership and communication skills, ability to hold others accountable Strong data and analytics skills (ability to create dashboard and run reports) Masterly of recurring revenue metrics (MRR, ARR, ACV, CAC, churn rates, CLTV) Experience managing subscription-based services with annual or multi-year contracts Bachelor's Degree in business, marketing, finance, statistics or engineering Experience leading revenue-generating teams at high-growth technology company

Preferred Experience (But not Required) Masters Degree (MBA, Masters of Engineering, Mathematics or Data Science) Six-Sigma, Lean, or Kaizen certification SQL, DBA, or other database training Entrepreneurial Operating System (EOS )M&A or acquisition integrations experience