Associate Director, Client Services
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Job Description
Associate Director leading client strategy, retention, and growth for a remote digital marketing agency. Connecting paid media performance to client business outcomes across major accounts.
Responsibilities:
- Serve as the strategic lead and trusted advisor for a portfolio of important client relationships
- Own client health end to end, including understanding client businesses, connecting marketing performance to business outcomes, spotting churn risk, and identifying partnership growth opportunities
- Understand insights from Google Ads and Meta without directly building campaigns
- Work with Paid Media, SEO, Measurement, and Creative teams to turn performance data into clear client narratives
- Partner with delivery teams to ensure accounts are successful for clients and healthy for Silverback
- Develop cross-functional marketing strategies aligned with client business goals
- Analyze paid media performance using Google Ads, Meta Ads, Google Analytics, and client CRMs
- Investigate mismatches between platform-reported conversions and CRM pipeline
- Build long-lasting client relationships through active listening and follow-through
- Monitor client feedback and mitigate churn risk
- Own portfolio retention and revenue growth
- Identify upsell and cross-sell opportunities and partner with sales on expansions
- Lead crisis moments with steady, solutions-first communication
- Build three-month rolling plans balancing client performance goals with margin targets
- Resolve off-track accounts through process changes, expectation resets, or rescopes
- Improve processes to increase client value, eliminate waste, and ease employees' work
- Track marketing industry changes and help clients capitalize on them
- Turn client wins into case studies
- Contribute a weekly news insight and point of view
Requirements:
- 7+ years of client services, account management, or client strategy experience
- At least 4 years at a digital or performance marketing agency
- Previous agency experience is a must-have
- Fluency with metrics reported by Google Ads, Meta Ads, Google Analytics, and CRMs
- Ability to triangulate data from multiple sources to identify the real story
- Strong deductive reasoning and root-cause analysis
- Sharp, clear, and confident verbal and written communication
- Ability to explain complex performance stories to CMOs in plain English
- Ability to write emails that move stalled decisions forward
- Self-awareness and ability to seek feedback
- Big-picture thinking connecting campaigns, revenue, portfolio health, and company growth
- Intellectual curiosity about clients' businesses, industries, and marketing changes
- Comfort taking action with incomplete information and adapting as situations evolve
- Resilience in tough client moments, shifting priorities, and bad news
Benefits:
- Legit bonus
- Unlimited PTO
- Comprehensive health, dental, and vision plans
- Virtual Team Events and a fun, casual, inclusive company culture
- Company-paid ClassPass membership
- 12 weeks of Paid Parental Leave
- Summer Fridays
- 401(k) with Employer Match
- Generous pay
- Support from a smart and fun team
- Opportunities to learn and grow faster
- Fully remote work environment
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