Director of Client Services

Focus Digital is an SEO and Google Ads agency serving 30+ clients. We’re looking for an A-player who will fully own the client experience—from strategic direction to day-to-day communication to team coordination. This is not a project management role with a strategic title. You will be the single point of accountability for client retention, satisfaction, and growth.

The founder is stepping back from client-facing work to focus on product and operations. Your success means clients never need to escalate past you, churn drops, and the team operates with clear direction. You’ll have full strategic autonomy over accounts with the expectation that you keep leadership informed on key decisions and account health.

What You Own

Client Relationship & Retention

• Serve as the primary point of contact for all clients—calls, emails, reporting reviews, fire-fighting, and strategic conversations
• Own the client churn rate as your #1 KPI; proactively identify at-risk accounts and intervene before problems escalate
• Run quarterly business reviews and regular check-ins that reinforce the value Focus Digital delivers
• Handle difficult conversations and client objections with confidence, empathy, and deep subject matter expertise
• Identify and execute upsell and cross-sell opportunities to grow account revenue organically

Strategic Direction

• Make strategic calls on SEO and PPC accounts independently—when to shift content strategy, when to restructure a Google Ads account, when to pivot targeting, etc
• Translate performance data into clear strategic narratives that clients understand and trust
• Stay ahead of algorithm updates, platform changes, and industry shifts; proactively adjust client strategies accordingly
• Conduct account audits and develop strategic roadmaps that align with each client’s business goals

Team Leadership & Delivery Management

• Direct and prioritize the work of a 12+ person delivery team across SEO and PPC
• Ensure work quality, deadlines, and strategic alignment across all active accounts
• Build and refine processes for client onboarding, reporting cadences, escalation paths, and internal communication
• Serve as the bridge between client expectations and team execution—translating client goals into actionable sprint priorities
• Mentor team members on client communication, strategic thinking, and account management best practices

How You’re Measured

• Client Churn
• Founder Escalations
• Net Revenue Retention
• Client NPS / Satisfaction
• Team Delivery Quality

Requirements

• 5+ years in client-facing roles at a digital marketing agency, with at least 2 years in a leadership or director-level position
• Deep, hands-on expertise in both SEO and Google Ads (PPC)—you’ve built strategies, not just managed them
• Proven track record of reducing churn and growing existing client revenue at an agency
• Experience managing and directing a delivery team of 8+ people
• Exceptional communication skills—you can explain technical strategy to a non-technical business owner and make them feel confident
• Comfort with ambiguity and autonomy; you don’t need to be told what to do—you see what needs to happen and you do it
• Experience managing a book of 20+ accounts simultaneously without dropping balls

Nice-to-Haves

• Experience with Optmyzr, SEMrush, Ahrefs, Screaming Frog, or similar SEO/PPC toolsets
• Familiarity with AI-powered workflow tools and automation in agency operations
• Background in building or refining client onboarding and reporting processes from scratch
• Experience with Performance Max (PMax) campaign management
• Prior experience at an agency of similar size (30–60 clients, 10–20 person team)

Who You Are

You’re the person clients ask for by name. When a client is frustrated, you don’t panic—you listen, diagnose, and fix. You’ve turned around accounts that were about to churn and made them long-term partners.

You think in terms of business outcomes, not just rankings and clicks. You understand that a client’s real question is “is this making me money?” and you can answer that question confidently.

You don’t wait for fires—you prevent them. You see the early warning signs in data, in tone, in delivery delays, and you act before anyone else notices.

You make the people around you better. Your team operates at a higher level because you set clear expectations, give direct feedback, and genuinely care about their growth.

Benefits

• Health, Vision, Dental Insurance
• 2 Weeks of PTO, Typical Bonus PTO Between Christmas and New Years
• 401(k) with 4% Match
• Fully Remote