Director of Client Success
Bristol, PA
HQ – Leadership /
Full-Time /
On-site
About our firm:
1SEO Digital Agency is a private-equity backed digital marketing company located 30 minutes north of Philadelphia. Our “mission” is to enable high quality local service providers to make effective connections with qualified customers located within 25 miles of their office. We are converting a legacy digital marketing agency into a B2B technology company that sells “marketing as a service” to local service providers.
Our entire team works from our office in Bristol, PA, but our clients have physical offices in one or more cities across the US or Canada and fall in one of three categories: home services, health & wellness, or professional services. .
Position Responsibilities:
As the Director of Client Success, you will not only serve as the ‘department leader’ (reporting to the VP of Revenue Operations) but also serve as a ‘manager of managers’ with 4-6 team managers as your direct reports. In your role as the department leader, you will be responsible (and held accountable) for managing our entire clients success department, which is responsible for generating 90% of the revenue for our company. In your capacity as a manager, you will manage a team of Executive Directors, who each lead their own teams of Customer Success Managers (which we call ‘Performance Managers’).
Your department’s performance will be evaluated and measured on a monthly basis. You will be held accountable for monthly improvements in each of the following KPIs and metrics:
Monthly Recurring Revenue (MRR)
Units Retention Rate
Net Revenue Retention Rate
Client Engagement Rate
Client Satisfaction Rate
Core Values of Ideal Candidates:
Conceptual Alchemist: you are skilled at transforming basic or abstract ideas into something valuable, innovative, or significantly impactful.
Empowered Humility: you’re self-confident and strong, yet grounded, self-aware, and open to learning from other people
Audacious Ambition: you are self-motivated and tenacious, consistently push boundaries with a competitive spirit.
Gets It Done: you deliver results with resourceful efficiency, ensuring that every task is not only completed but executed with the highest standard of excellence.
Sees the Big Picture: you embrace flexibility and enthusiasm in our pursuit of broader goals, ensuring that every decision and action aligns with the larger vision.
Pursuit of Excellence: you have a fanatical attention to detail and a systematic approach that ensures unparalleled quality in everything you do.
Required Skills and Experience:
10+ years of combined experience managing B2B Client Management professionals
5+ years of experience being held accountable for MRR / ARR growth
5+ years experience in the marketing technology (martech) industry.
Strong leadership and communication skills, ability to hold others accountable
Strong data and analytics skills (ability to create dashboard and run reports)
Masterly of recurring revenue metrics (MRR, ARR, ACV, CAC, churn rates, CLTV)
Experience managing subscription-based services with annual or multi-year contracts
Bachelor's Degree in business, marketing, finance, statistics or engineering
Experience leading revenue-generating teams at high-growth technology company
Preferred Experience (But not Required)
Masters Degree (MBA, Masters of Engineering, Mathematics or Data Science)
Six-Sigma, Lean, or Kaizen certification
SQL, DBA, or other database training
Entrepreneurial Operating System (EOS
)M&A or acquisition integrations experience
What You Can Expect From 1SEO Digital Agency:
You have the opportunity to work alongside talented and hard-working colleagues who are ambitious and focused on team performance, client satisfaction, and career development, while balancing your life and achieving personal goals.
Our employees seek to offer valuable innovation that impacts our business. They are strong and self confident, yet grounded. We look to hire those that have a “get it done” attitude and a relentless drive for excellence. Our team commits to understanding the needs of our clients and our company.
Access to the gym in our building with NO membership fee. Work out before or after work, or during your lunch break.
· The office is open from 8 am to 6 pm Monday-Friday. We offer a flexible work schedule for BOTH early and late risers.
After 90 days of Full-time employment, we offer our full-time employees:
· 50% funded healthcare benefits (Medical, Dental & Vision base plan) for the employee. Dependents can be added to the plan AND we offer Supplemental healthcare insurance at a reduced cost.
· Earn up to 3 weeks of PTO with an additional week given at year 3 AND another week at year 5.
· You can join the 401K after your 1st year of employment, with up to a 4% match.
· Generous incentive program for each anniversary you celebrate.
