This role leads a team of Account Managers responsible for existing client relationships, retention, renewals, satisfaction, upselling, and account growth within a digital marketing agency.

WHO WE ARE:
Jumpfactor is an award-winning, 8-time Growth500 Fastest Growing Agency in Canada. We are a dynamic, fast-paced, and highly specialized digital marketing agency focused on helping Managed Service Providers (MSPs) and B2B tech companies achieve massive growth. With over $1.9 Billion in client revenue generated, we are recognized globally as a top-tier MSP growth agency.

ROLE OVERVIEW:
As the Director of Client Services, you will lead our Account Management team and take ownership of client retention, satisfaction, expansion revenue, and overall team performance.

This is a highly hands-on leadership role. You will lead strategic client reviews, audit Account Manager calls and communication, coach and manage performance, and ensure the team consistently follows client service processes and standards.

You will serve as a senior strategic partner to client CEOs, owners, and executives while acting as the final escalation point for client concerns.

Jumpfactor's CORE VALUES:

Be STRATEGIC

Be PASSIONATE

Be TENACIOUS

Always ELEVATE

Be ACCOUNTABLE

Be TRANSPARENT

WHY EMPLOYEES LOVE JUMPFACTOR:

Very competitive compensation package.

You will work with a very skilled international team.

Endless growth opportunities and career advancement.

Performance-based bonuses that recognize your impact.

Access to paid training, courses, events, and conferences.





Enjoy paid social events that foster team camaraderie.

Engage in weekly learning programs to stay ahead.

Harness state-of-the-art technologies and tools for excellence.

WHO YOU ARE:

6+ years of agency, client-facing, or sales experience

3+ years in a client-facing digital marketing agency experience (i.e., account management, Client Services, Customer Success, Client Strategy)

1–2+ years directly managing client-facing team members

Digital marketing agency experience is required

Proven experience owning client retention, churn, renewals, upsells, and expansion revenue

Strong experience coaching and developing Account Managers

Experience conducting QBRs or strategic client reviews

Robust executive presence and exceptional client communication

Comfortable handling difficult client and employee conversations

Direct and accountable management style

Strong sense of urgency, ownership, and follow-through

Highly organized, detail-oriented, disciplined, and resourceful

Comfortable reviewing calls, client communication, performance data, and operational processes

Strong working knowledge of SEO, content, paid media, email marketing, web development, social media, and design

Experience developing SOPs, KPIs, scorecards,



and performance-management processes

Experience working with North American SMB or mid-market clients

Familiarity with Traction EOS or Rockefeller Habits is an asset

Roles and Responsibilities:
Client Relationships and Strategic Reviews

Lead QBRs and strategic account reviews with client CEOs, owners, and senior stakeholders

Clearly communicate campaign performance, business impact, risks, recommendations, and next steps

Build client confidence and identify renewal, upsell, referral, and review opportunities

Define, audit, and improve the client-relationship standards followed by Account Managers

Act as the final escalation point for major client concerns

Ensure client commitments are properly documented and completed

Build and maintain high bar of client experience and NPS

Account Retention and Growth

Own client retention and churn performance

Set and monitor retention, expansion, upsell, referral, and account-growth targets

Build proactive processes to identify and address client risk before escalation

Lead structured renewal, upsell, and cross-sell processes

Coach Account Managers on retention and commercial conversations

Analyze churn causes and implement improvements across communication, training, and process

Team Management and Performance

Lead and develop Account Managers through regular one-on-ones, coaching, and performance reviews

Audit Account Manager calls, client communication, account plans, and follow-up activities;

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📌 Director of Client Success (Retention & Growth | Digital Marketing Agency | Managing Account Ma[...] (Manitoba)
🏢 Jumpfactor Marketing
📍 Manitoba