Job Opportunities API

This role leads a team of Account Managers responsible for existing client relationships, retention, renewals, satisfaction, upselling, and account growth within a digital marketing agency. Please apply only if you have directly managed a team of Account Managers or Customer Success professionals and have worked within a digital marketing agency/firm. WHO WE ARE: Jumpfactor is an award-winning, 8-time Growth500 Fastest Growing Agency in Canada. We are a dynamic, fast-paced, and highly specialized digital marketing agency focused on helping Managed Service Providers (MSPs) and B2B tech companies achieve massive growth. With over $1.9 Billion in client revenue generated , we are recognized globally as a top-tier MSP growth agency. ROLE OVERVIEW: As the Director of Client Services, you will lead our Account Management team and take ownership of client retention, satisfaction, expansion revenue, and overall team performance. This is a highly hands-on leadership role . You will lead strategic client reviews, audit Account Manager calls and communication, coach and manage performance, and ensure the team consistently follows client service processes and standards. You will serve as a senior strategic partner to client CEOs, owners, and executives while acting as the final escalation point for client concerns. Jumpfactor's CORE VALUES: Be STRATEGIC Be PASSIONATE Be TENACIOUS Prioritize LEARNING Embrace TEAM Maintain INTEGRITY WHY EMPLOYEES LOVE JUMPFACTOR: Very competitive compensation package. 100% Remote work. You will work with a very skilled international team. Endless growth opportunities and career advancement. Performance-based bonuses that recognize your impact. Access to paid training, courses, events, and conferences. Enjoy paid social events that foster team camaraderie. Engage in weekly learning programs to stay ahead. Harness state-of-the-art technologies and tools for excellence. WHO YOU ARE: 6+ years of agency, client-facing, or sales experience 3+ years in a client-facing digital marketing agency experience (i.e., account management, Client Services, Customer Success, Client Strategy) 1–2+ years directly managing client-facing team members Digital marketing agency experience is required Proven experience owning client retention, churn, renewals, upsells, and expansion revenue Strong experience coaching and developing Account Managers Experience conducting QBRs or strategic client reviews Strong executive presence and exceptional client communication Comfortable handling difficult client and employee conversations Direct and accountable management style Strong sense of urgency, ownership, and follow-through Highly organized, detail-oriented, disciplined, and resourceful Comfortable reviewing calls, client communication, performance data, and operational processes Strong working knowledge of SEO, content, paid media, email marketing, web development, social media, and design Experience developing SOPs, KPIs, scorecards, and performance-management processes Experience working with North American SMB or mid-market clients Familiarity with Traction EOS or Rockefeller Habits is an asset Roles and Responsibilities: Client Relationships and Strategic Reviews Lead QBRs and strategic account reviews with client CEOs, owners, and senior stakeholders Clearly communicate campaign performance, business impact, risks, recommendations, and next steps Build client confidence and identify renewal, upsell, referral, and review opportunities Define, audit, and improve the client-relationship standards followed by Account Managers Act as the final escalation point for major client concerns E