Director of Client Services

Position Overview: The Director of Client Services is responsible for the performance, consistency, and scalability of 1122’s client services function. This leader will oversee the Account Management team, establish clear standards for client service and account performance, and ensure that our clients receive proactive, strategic, and results-oriented support. This is a leadership role that combines people management, client relationship management, performance strategy, and operational execution. The Director of Client Services will develop the systems and expectations that allow Account Managers to manage their portfolios effectively, identify opportunities to improve client outcomes, and navigate difficult client situations with confidence and sound judgment. The ideal candidate understands that excellent client service requires more than responsiveness and relationship management. As 1122 grows, this person will help ensure that our service delivery remains high-quality, our team continues to develop, and our client experience becomes increasingly consistent and scalable. Key Responsibilities Client Services Leadership & Team Management Lead and develop the Account Management team through clear performance expectations, regular feedback, and professional development opportunities. Establish consistent standards for client communication, strategic account management, reporting, and issue resolution. Foster a culture of accountability, proactive problem-solving, and continuous improvement while managing team capacity and workload distribution.

Client Retention & Relationship Management: Own client portfolio health and retention by proactively identifying risks, monitoring client satisfaction, and implementing retention strategies. Oversee standardized client reporting and support Account Managers in managing expectations, navigating difficult conversations, and strengthening relationships. Lead escalated client situations and high-risk accounts, providing strategic direction and ensuring timely, effective resolution.

Account Performance: Drive consistent account performance evaluations focused on client results, key metrics, and opportunities for improvement. Coach Account Managers in identifying performance trends, diagnosing challenges, and developing actionable strategies for underperforming accounts. Collaborate with internal specialists and leadership to resolve performance barriers and identify portfolio-wide opportunities for improvement.

Service Delivery & Operational Excellence: Establish clear expectations for client commitments, process adherence, accountability, and consistent service delivery. Partner with the Head of Operations to improve workflows, systems, documentation, and cross-functional coordination. Identify operational inefficiencies and implement scalable solutions, automation, and standardized resources that improve team productivity and client experience.

Reporting & Metrics: Define, monitor, and evaluate key performance indicators related to client retention, account performance, and team effectiveness. Establish consistent reporting and review processes that provide actionable insights into client health, performance trends, and operational opportunities. Deliver data-driven recommendations to leadership and continuously refine strategies, processes, and team performance based on measurable results.

Cross Functional Responsibility & Leadership: Partner with agency leadership to align client services strategy, priorities, and execution with company goals and growth objectives. Collaborate across departments to resolve client challenges, improve service delivery, and manage communications during significant changes. Provide leadership with visibility into client sentiment, retention risks, and team performance while contributing to the ongoing evolution of 1122’s client services function.

What Success Looks Like: Success in this role means that 1122 can grow its client portfolio while maintaining a high standard of service, strong client relationships, and accountability for client outcomes. The Director of Client Services is successful when: Client retention is strong. Client risks are identified early, addressed proactively, and evaluated for recurring patterns. Clients understand the value we provide. Clients receive clear communication, meaningful reporting, and strategic recommendations connected to their business goals. Account Managers operate with ownership. The team independently manages routine client needs, anticipates problems, and escalates issues with context and proposed solutions. Account performance receives consistent attention. Underperforming accounts are identified, investigated, and supported with clear action plans. Service delivery is consistent and scalable. Clients receive a reliable experience regardless of which Account Manager supports them. The team continues to develop. Account Managers improve their strategic judgment, communication, technical understanding, and ability to manage client relationships. Leadership has visibility. Client health, retention risks, team capacity, and performance trends are communicated accurately and consistently. Processes improve over time. Recurring problems lead to documented improvements rather than repeated reactive work.

Required Qualifications: Demonstrated experience in client services, account management, customer success, or a related client-facing function. Experience supporting law firms and law firm owners, or equivalent C-Suite, or executive level professionals. Experience with total management of Google Local Services Ads. Experience with Google Ads/ PMAX, lead generation, conversion tracking, or customer acquisition metrics preferred. Prior experience managing a team of client-facing professionals. Strong analytical and problem-solving skills, including the ability to interpret performance data and translate findings into actionable recommendations. Excellent written and verbal communication skills, particularly when explaining complex information, managing expectations, and navigating difficult conversations. Strong organizational skills and the ability to manage competing priorities across multiple clients, team members, and initiatives. Demonstrated ability to build repeatable processes, establish standards, and improve operational consistency. Sound judgment, initiative, and a high degree of ownership over outcomes. Comfort working in a flexible remote environment with a high degree of autonomy and accountability. Ability to balance relationship-building with direct, honest communication and a focus on results. Working Style & Values: Takes ownership. You do not wait for someone else to identify a problem or tell you what to do next. You take responsibility for moving things forward. Thinks critically. You investigate root causes, challenge assumptions, and make thoughtful recommendations rather than defaulting to familiar solutions. Communicates exceptionally well. You are direct, clear, timely, and thoughtful. You adapt your communication to your audience without sacrificing honesty. Is client-centric without being client-subservient. You care deeply about client success, set appropriate expectations, and are willing to have difficult conversations when necessary. Develops people. You provide clear feedback, coach rather than simply direct, and hold team members accountable for their growth and performance. Balances strategy with execution. You can identify long-term opportunities while ensuring the immediate work gets done. Embraces continuous improvement. You are curious, receptive to feedback, and always looking for ways to make the team and business better. Operates well in ambiguity. You can make sound decisions with imperfect information, identify what needs clarification, and move forward without unnecessary oversight.

Position Details: Title: Director of Client Services

Employment Type: Full-Time

Work Arrangement: Remote

Reports To: Head of Operations

Compensation: $130,000.00 plus performance based bonuses. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable law. Candidates must be legally authorized to work in the United States and meet the qualifications outlined in the job description.