Head of Client Services

At Directive, we take solving complex performance marketing problems for SaaS companies seriously. We demonstrate this by only working with clients who share our values and by giving your team ample time to focus on hitting your client’s goals.

Beyond the work, we are fiercely passionate about living out a People First culture. One of the ways we act out our passion for our team is by paying a living wage at Directive so that no one in the organization makes less than $70,000 a year. We are experiencing unprecedented growth and truly need your services to fulfill our vision.

We are seeking a Director of Client Experience to oversee the Client Success team and the Portfolio Growth function. The ideal candidate will have 10 years of deep experience running or building a client services organization whose primary KPI was revenue. This person sits on the Executive Team and should be a builder who can lead a team that drives client growth and renewals through the adoption of our services.

What you offer:

• The ability to sell the way an Account Executive can
• The ability to understand our subject matter as good if not better than our team, across multiple products
• Strong accountability around hitting a growth number every quarter
• The ability to understand the nuance of client services while at a professional services firm

Roles & Responsibilities:

• Building the system that allows clients to envision themselves working with us for 24 months
• Partnering with the Product department to roll out your vision across the 100 people in Operations
• Partnering with the Learning department to ensure your vision is taught from the start of all new hires
• You will be responsible for the retention, growth, and expansion numbers tied to our portfolio

Here’s what success looks like:

• The Account Strategist team feels comfortable upselling, cross-selling, and expanding their portfolio
• Our clients stay with us longer and leave more positive feedback in our Net Promoter Score surveys
• You help us rely less on New Business sales by increasing the variable revenue of our existing business

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
• Freedom to work from anywhere, but option to enjoy one of our state-of-the-art offices in Irvine, CA or Austin, TX
• 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)
• 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.

Job Type: Full-time

Pay: $125,000.00 - $150,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Building client service processes: 10 years (Preferred)

Work authorization:

• United States (Required)