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
Solid 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;
#J-18808-Ljbffr

📌 Director Of Client Success (Retention & Growth | Digital Marketing Agency | Managing Account Ma... (Winnipeg)
🏢 Jumpfactor Marketing
📍 Winnipeg