Director of Client Services
Full-Time | Remote (Anywhere in Canada)
Are you a client services leader who doesn’t just manage accounts—but builds high-performing teams, protects profitability, and helps define the strategic direction of the company?
We’re looking for a Director of Client Services who is ready to sit at the leadership table and own the health, retention, and performance of our entire book of business. This is not a “senior account manager” role. This is a department leader role.
You are accountable for ensuring our Account Managers deliver exceptional strategy and results, maintain strong client relationships, manage scope tightly, and protect margin—while developing a team that can scale with the agency.
You’re equal parts strategic and operational. You think in terms of retention curves, department capacity, margin health, and churn risk—but you also care deeply about the quality of work and the experience our clients have every day.
You don’t just want to run accounts. You want to help build the company.
This Role Is Not For You If…
- You prefer managing clients over leading managers.
- You avoid difficult conversations with clients or team members.
- You struggle balancing client happiness with scope and profitability.
- You want direction handed to you instead of helping define it.
- You dislike accountability to department-level metrics.
- You avoid financial conversations or performance data.
- You want a low-urgency environment without growth targets.
We're not looking for a relationship manager who's great at keeping clients happy but avoids the hard conversations.
We're looking for a leader who owns outcomes — someone who drives account performance with the same intensity they bring to client relationships, sets a high bar for their team and holds it, and isn't afraid to have open and honest conversations when results aren't where they need to be.
If that sounds energizing, you’ll probably love it here.
If it sounds exhausting… this won’t be your place (and that’s okay).
Our Promise:
Marr Media Group has one promise: Meaningful Growth with Great People. We promise this to both our clients and our team. We are not interested in stagnancy, and we’re not interested in growth at any cost; it must be meaningful and we only want to do it with the best people.
Sound like where you want to go? Then keep on reading…
Our Niche:
Building social communities that convert for standout DTC brands.
Our Values:
At Marr Media Group, each one of us lives and breathes our values…
We don’t simply wait for direction, we #MakeShitHappen, take initiative and identify new opportunities;
We are relentlessly dreaming up new ideas to #KeepItCreative and are always looking for different and better ways to surprise, delight and succeed;
We recognize that we all bring different skills and perspectives to the table, and constantly #CollaborateAndConnect as we know two brains are better than one;
We know better than to think we know it all, which is why we #StayCurious and always make learning, growing, testing and trying part of the job;
We #WorkFreely and design our own optimal and flexible schedules to balance the needs of ourselves, our families and our clients; and last but certainly not least
#WeGiveADamn; we care fiercely about the work we do, the team we work with and our clients’ success.
We hire, fire, review, and recognize our team members based on this set of values, so it is imperative that you share these values in order to be a part of our team.
The Role & Leadership Seat
We are hiring a Director of Client Services to lead and scale our Client Services department at a $2.5M agency.
This role sits on the Leadership Team and plays a key part in defining and driving the strategic growth of the company. You will collaborate closely with Sales, Finance and our Creative Director on revenue forecasting and growth planning, and from that forecast, determine hiring plans, capacity models, and departmental budgets.
You are accountable for:
- Client retention across the agency
- Department gross margin and scope management
- Quality of strategy and performance delivered to clients
- Strength of client relationships
- Development, hiring, and performance of your team
This role operates at both a tactical and 6–12 month strategic horizon, ensuring the Client Services department scales alongside agency revenue growth.
Key Responsibilities
Leadership & Department Ownership
- Lead and manage the Client Services team (Account Managers and channel specialists)
- Hire, onboard, train, and—when necessary—terminate team members
- Conduct performance reviews and maintain clear accountability standards
- Recruit new team members aligned with projected growth
- Foster a high-performance, collaborative, and accountable culture
- Set clear expectations around profitability, scope control, and strategic quality
Client Retention & Churn Prevention
- Own overall client retention across the company, empowering your team to own their own clients
- Act as escalation point for high-risk or complex accounts
- Develop and execute churn prevention strategies
- Monitor client health indicators and proactively mitigate risk
- Maintain target client satisfaction metrics (Client Happiness Factor, Likely to Refer)
- Lead difficult client conversations when required
- Seamlessly manage transitions between Account Managers and clients
Profitability & Scope Management
- Ensure Account Managers protect margin within monthly retainers
- Monitor utilization and department gross margin
- Prevent and manage scope creep while maintaining strong relationships
- Authorize department expenses and manage budget (headcount, technology, direct costs)
- Protect team capacity and morale through disciplined scope management
Strategic Growth & Leadership Contribution
- Sit on the Leadership Team and contribute to defining company strategy
- Provide frontline insights into service evolution, pricing, packaging, and ideal client profile
- Collaborate with Sales and Finance on revenue forecasting conversations
- Based on revenue projections, forecast team needs and hiring plans
- Identify expansion and upsell opportunities within the current book of business
- Contribute to quarterly and annual strategic planning through EOS
Strategy & Performance Excellence
- Ensure AMs deliver exceptional strategies and measurable results
- Oversee quality of client-facing reporting and analytics
- Ensure the team stays current on industry tools, trends, and platform changes
- Encourage innovation and forward-thinking digital strategy
- Ensure collaboration between Account Managers and specialists (Social, Influencer, Ads, Email)
Systems, Tools & Operations
- Build and maintain scalable internal workflows and processes
- Evaluate and optimize tools and platforms used by the department
- Maintain visibility into department KPIs and measurable outcomes
- Keep the Leadership Team informed of key risks, wins, and performance trends
Key Measurables (EOS Scorecard)
The Director of Client Services is accountable for:
- Client Retention Rate: ≥ agreed quarterly target
- Department Gross Margin: ≥ agreed target
- Client Happiness Factor: ≥ agreed benchmark
- Upsell / Expansion Revenue: ≥ agreed quarterly target
These measurables are reviewed regularly as part of the EOS scorecard.
What We’re Looking For
Experience
- 5+ years in digital marketing, communications, or related field
- 2+ years of proven experience leading and managing a team
- 5+ years in a client-facing role
- Previous agency experience required
- Proven experience building and executing integrated social and digital strategies
Skills & Strengths
- Strong leadership and performance management capabilities
- Deep understanding of social media strategy, email marketing, influencer marketing, content, and paid advertising
- Strong grasp of analytics, reporting, and performance metrics
- Highly data-driven and comfortable discussing margin and profitability
- Excellent communicator with strong executive presence
- Strategic thinker who can balance growth with operational discipline
- Strong operational and process-oriented mindset
- Confident in high-pressure, fast-paced environments
Traits You Need To Thrive
- You’re customer-obsessed but business-minded
- You take ownership of outcomes, not just activity
- You’re comfortable making hard decisions
- You enjoy mentoring and building strong teams
- You think long-term while executing short-term
- You align deeply with our values
The Compensation & Perks:
- Base Salary: $90,000 - 110,000 + performance bonus
- Full-time (40 hours/week)
- 100% Remote-work
- Unlimited paid vacation
- Dental and extended health benefits
- Technology Expense Account
- Referral pay program for client referrals
- Occasional travel for team/client events (approximately 2-4 each year)
- Meaningful growth with great people
Ready to board the rocketship? 🚀
Then complete our application form below to start the process.
Marr Media Group is committed to diversity, equity and inclusion. We welcome all applicants regardless of race, gender, orientation, sexual identity, economic class, ability, disability, age, religious beliefs, disbeliefs, or status. We believe that different backgrounds and multiple perspectives make up a great team, and we welcome you!
