Director of Client Success, Legal Marketing

About EverService Holdings, LLC:

EverService is a global provider of tech-enabled business solutions for companies of all sizes, helping them to grow and scale with digital marketing, website design & development, scheduling & booking services, 24/7 answering services, inbound & outbound sales, live virtual receptionists, client & patient intake, and IT services. The company focuses on end-to-end solutions specialized for the legal, medical, home services, retail and technology industries integrated with clients’ CRM, EHR and operational systems.

Summary of Position:

As a Director of Client Success, you will own the entire client experience for a portfolio of high-value law firm clients, rebuild and elevate a team of Client Success Managers, and architect the systems and processes that define a world-class agency. This is a high-visibility, high-accountability role, reporting directly to senior leadership, with a mandate to drive measurable improvements in client retention, revenue growth, and overall satisfaction.

If you thrive at the intersection of strategy, operations, and relationship-building, and you know how to earn the trust of demanding, sophisticated clients, we want to talk.

Our Ideal Candidate Profile:

• Exceptionally strong communicator (written, verbal, and in-room). You can run a tense call with a frustrated partner at a major firm and leave them feeling heard
• Data-driven decision maker who ties every process improvement to a measurable outcome
• A builder - you are energized by creating structure where little exists and see operational gaps as opportunities
• Low ego, high accountability - you own the wins and the losses equally
• Comfortable operating at both strategic altitude and ground level. You can set vision and also dig into the details when needed

Key Responsibilities:

Four core mandates define this role:

Client Relationships & Retention

• Serve as the senior escalation point and strategic advisor for the agency's most important client relationships - high-revenue law firms with high expectations
• Build deep trust with key stakeholders at each firm, becoming a genuine partner who understands their business goals, not just their marketing campaigns
• Proactively identify at-risk accounts and execute retention strategies before problems escalate, owning the outcome
• Maintain exceptional CSAT and NPS scores by delivering consistent, responsive, white-glove service across the portfolio
• Navigate and de-escalate complex client situations with composure, clarity, and a bias toward resolution

Team Leadership & Development

• Lead, mentor, and grow a team of Client Success Managers (CSMs), setting clear expectations, coaching to performance, and creating a culture of accountability and excellence
• Hire and develop top talent; build the bench strength the team needs to scale
• Establish team-wide standards for client communication, QBRs, account reviews, and escalation protocols
• Manage workloads and account assignments to optimize for both client outcomes and team sustainability

Revenue Growth (Strategic Upsells & Cross-Sells)

• Partner with Sales to identify and execute upsell and cross-sell opportunities across the existing client base
• Develop playbooks for expanding client engagements into adjacent agency services (GEO/AIO, Paid Media, Website, Content, etc.)
• Set and track revenue expansion targets for the Client Success team; make Client Success a true revenue center, not just a cost center
• Create structured account growth plans for high-value clients on a quarterly basis

Systems, Operations, & Process

• Audit existing client success infrastructure (CRM, ticketing, onboarding flows, reporting cadences) and build what is missing
• Design and implement scalable, repeatable processes that eliminate reactive firefighting and create a proactive service model
• Build a reporting framework that gives leadership real-time visibility into retention risk, account health, expansion pipeline, and team performance
• Develop client-facing materials (onboarding guides, reporting templates, escalation SLAs) that set proper expectations and demonstrate value clearly
• Collaborate cross-functionally with SEO, Paid Media, Sales, and Product teams to ensure seamless client delivery and close the loop on systemic issues

Required Qualifications

• 8+ years in a client-facing role at a digital marketing agency - you have seen the full lifecycle of agency-client relationships
• 3+ years managing both managers and individual contributors in a Client Success or Account Management function
• Demonstrated success managing a book of business within the legal services market, or direct experience selling to attorneys and law firms
• Proven track record of improving client retention metrics and building upsell/cross-sell pipelines
• Hands-on experience auditing and improving Client Success systems (CRM configuration, onboarding workflows, reporting, SLAs, etc.)
• Bachelor’s degree in Business, Marketing, Communications, or a related field required

Highly Preferred Qualifications

• Deep familiarity with legal advertising rules, bar compliance requirements, and the unique regulatory landscape law firm clients navigate
• Experience working in or alongside SEO, Content, or Paid Media teams - you understand what good work looks like and can effectively explain it to clients
• Exposure to legal tech platforms (Clio, MyCase, Filevine) or legal marketing analytics tools
• Track record of building Client Success teams from a reactive to a proactive service model

The total compensation for this salaried exempt opportunity includes a competitive base salary with the potential for bonuses, plus benefits. Our target compensation range is subject to multiple factors, including role, level, experience, and location. Bonus eligibility is based on performance metrics and company results. As you go through our interview process, your recruiter will work with you to identify a competitive base salary.

We’ve got you covered! EverService is proud to offer a variety of benefits to support employees and their families, including:

• Medical, Vision, Dental
• Retirement
• Life Insurance
• Sick Time and Paid Time Away (PTO)

This job description is intended to describe the general nature and level of work being performed by people assigned to this position. It is not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.