Head of Client Services at onhires. In this pivotal leadership role, you will be responsible for establishing and overseeing the client services department within a dynamic digital marketing agency. Your primary focus will be on shaping the strategies that enhance client relationships and drive account growth. Working closely with the CEO, you will play a crucial role in scaling operations and developing new functions that support the agency's expansion. This position is perfect for an individual who excels at building and refining processes from the ground up.
Key facts Location: Toronto, Canada (hybrid model with three days in the office required)
Engagement: Full-time
Compensation: Highly competitive salary with performance-based incentives
Team: Directly reports to the CEO
What you’ll do Spearhead the development and enhancement of the entire Client Services function to align with the agency's growth objectives.
Formulate scalable practices and guidelines for effective account management that can adapt as the company grows.
Establish service benchmarks, client communication protocols, and operational workflows to ensure consistency and quality in service delivery.
Provide guidance and support to the Account Management team, fostering their professional growth and effectiveness.
Oversee client retention strategies and cultivate long-term relationships with key accounts.
Identify and capitalize on opportunities for account expansion and the introduction of new service offerings.
Collaborate closely with the Sales team to ensure seamless client onboarding and ongoing success.
Work in partnership with various internal teams, including SEO, Paid Media, Creative, Web Development, Analytics, and Strategy, to guarantee outstanding results for clients.
Regularly assess account health, client satisfaction, retention metrics,



and overall financial performance to inform strategic decisions.
Promote a client-centric culture across the organization, ensuring that all teams prioritize client needs and satisfaction.
Requirements Proven leadership experience in a digital marketing agency setting, demonstrating the ability to manage and inspire teams.
A robust background in Client Services, Account Management, or Customer Success leadership roles, with a track record of success.
Experience leading teams that manage agency clients, showcasing your ability to drive results.
Demonstrated success in enhancing client retention rates and fostering long-term relationships.
Experience in developing or refining client service processes to improve efficiency and effectiveness.
Strong commercial acumen, with the ability to identify and pursue opportunities for account growth.
Experience collaborating with cross-functional teams to deliver comprehensive service solutions.
Solid understanding of digital marketing services, particularly in SEO and Paid Media.
Experience working with small to mid-sized business clients, understanding their unique needs and challenges.
Nice to have Experience in building a Client Services department from the ground up, contributing to foundational strategies and processes.
Familiarity with implementing client success frameworks, playbooks, or service standards that enhance service delivery.
Experience with agency operational metrics and reporting, enabling data-driven decision-making.




Knowledge of CRM and client management platforms that facilitate effective client interactions.
Experience working across multiple digital marketing disciplines, providing a well-rounded perspective on client needs.
Previous experience with clients in sectors such as healthcare, legal, home services, retail, or e-commerce, offering valuable insights into diverse industries.
Skills & tools Strong strategic thinking abilities complemented by hands-on execution skills.
Exceptional relationship management capabilities, fostering trust and collaboration.
Outstanding communication skills, with the ability to engage stakeholders at all levels.
Strong organizational and operational leadership skills, ensuring efficient team performance.
Data-driven decision-making skills, utilizing metrics to guide strategies and improvements.
Proficiency in improving and standardizing processes to enhance service delivery.
High level of ownership and accountability, taking responsibility for client outcomes.
A collaborative leadership style that encourages teamwork and innovation.
Commercial awareness focused on delivering long‑term client value and satisfaction.
Comfort in a fast‑paced, entrepreneurial environment, adapting quickly to changing circumstances.
Practical notes This position comes with corporate medical and dental benefits, ensuring the well‑being of our employees. The office is situated in North York, providing a convenient location for team collaboration. The interview process consists of an initial meeting with the hiring manager, followed by an interview with the CEO. Candidates will be required to prepare a 90‑day Client Services plan and participate in a final panel presentation involving senior leadership and an investor.

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📌 Head of Client Services (Ontario)
🏢 OnHires
📍 Ontario