Head of Client Services

Job Description

Job Description

At Directive Consulting, we're a performance marketing agency that specializes in working with B2B companies. We've developed a unique marketing methodology called Customer Generation, which prioritizes generating SQLs and customers over traditional metrics like MQLs.

Our comprehensive range of services includes Paid Media, SEO, Performance Creative and Design, Video, Revenue Operations, and Strategy, all designed to help our clients hit their SQL targets consistently.

At Directive, we take driving bookings through performance marketing for B2B companies seriously. We demonstrate this by only working with clients who share our values and by giving our team ample time to focus on hitting client goals.

Message from the CEO :

My goal is for you to transform our client services strategy. We have the brands I always dreamed of working with as customers and we need someone to help steward their growth.

In this pursuit, we have an exceptional team of both account directors and client sales professionals, but we lack the infrastructure of our new competition in B2B - PE backed agencies and hold co’s.

To lead this vision, you will have a multi-million dollar annual budget a team that has gone >

100% NRR in 4 out of the last 6 months.

While I consider this success and am proud of our group’s accomplishments, we still have plenty of work to be done.

The right person for this role leads by example. They realize that true client relationships are formed in-person and not behind a spreadsheet or screen.

You live in an airplane, brag about your Marriott points, and believe that you should have a personal relationship with every CMO we service.

Experience is where you shine.

You have spent the last 15 years in client services for independently owned shops doing

greater than $20m in revenue or were a true impact player in a hold co or PE-backed shop.

Directive is poised to explode in 2025. We are the largest player in the SaaS category and have now tripled our TAM after pivoting into B2B.

This is a hard job and only the sharpest client services execs in the world thrive at performance agencies. We have 4.3 / 5 CSATS and exceptional retention, this is a growth position and a true low-hanging fruit opportunity.

What you offer :

The ability to sell the way an Account Executive can

The ability to understand our subject matter (performance marketing for SaaS) as good if not better than our team, across multiple products (SEO, Paid Media, Creative, Marketing Ops, CRO, and Strategy)

Strong accountability around hitting KPIs every month

The ability to personally foster relationships with the CMOs of each of our customers

Roles & Responsibilities :

Building the system that allows clients to envision themselves working with us for at least 24 months

Partnering with the COO and VP of Operations to roll out your vision across the 100 people in delivery

Partnering with the Learning & Development department to ensure your vision is taught from the start to all new hires

You will be responsible for retention, growth, and expansion numbers tied to our client portfolio

Here’s what success looks like :

The Account Strategist team feels comfortable upselling, cross-selling, and expanding their portfolio of accounts

Our clients stay with us longer and leave more positive feedback in our CSAT surveys (4.3 / 5 currently across 100 surveys)

You help us rely less on New Business sales by increasing the variable revenue of our existing business : increase in spend, upsells, cross-sells, return POCs, and referrals.

What we offer :

Transparency and Humanity : No employee at Directive makes less than $70,000 / year

Full health, dental and vision plans for you and your family that fit your lifestyle (including a 100% employer-paid plan for you and 50% for your dependents)

Get the most out of your benefits with a Healthcare Concierge

100% covered membership to One Medical primary and virtual care

Unlimited virtual (MSK) & physical therapy support through Physera

Membership to Headspace for your mental well-being

Access to virtual visits with certified therapists through Spring Health and Ginger

Company-paid $50k Life Insurance Policy

Remote work

Customizable 401k Plan 3% Match for your financial goals

Exclusive access to thousands of Aaptiv virtual workouts

Unlimited PTO (we actually have a 2 week minimum), in addition to Holidays and your birthday off

Paid Parental Leave and fertility support through CARROT

We are closed Christmas Eve through New Year's Day

Opportunity to be published on industry-leading blogs

Company provided Macbook or PC plus a $200 ergonomics budget

Team building events (Awards Ceremony, Holiday party, Murder Mysteries, Trivia Nights, and more)

Compensation for this role includes a competitive base salary plus performance-based bonus eligibility

Check out our culture on social : https : / / www.instagram.com / directiveconsulting /

About Us :

Directive does exceptional performance marketing for software brands that share our values. We redefine the global standard for how marketers work, live, and grow.

Our goal is to empower and focus so much on our people that our clients consequently get better results.

At Directive, one of our core values is to put people first. We want to stick to our values and commit to fostering a more diverse and inclusive culture in the digital landscape.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Work Environment Requirements

As a remote-first company, you’ll have the ability to work from anywhere in the US. For some positions, as posted, we will accommodate global opportunities where we have established businesses, including Canada, Mexico, and the UK. For global locations, you must have established and current work authorization and permanently reside in that country.

This role has the opportunity to operate 100% virtually from your home office. We primarily collaborate with our colleagues through virtual meetings (Zoom), and Slack. In this role, you will be required to operate a laptop computer (PC or Mac available), computer software platforms, and other office productivity tools as necessary. Due to the nature of this role, you must be able to remain stationary for extended periods, must be able to observe and interpret written and / or verbal communication, must have reliable internet access, and a professional background.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

If you require reasonable accommodations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, direct your inquiries to recruiting@directiveconsulting.com.

Additional Information

At Directive, one of our core values is People First. We’re committed to fostering a more diverse and inclusive culture in the digital landscape. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. #LI-KD1

Salary : $70,000