Director of Client Services

Fire&Spark is a future-focused SEO agency dedicated to delivering measurable results that go beyond vanity metrics. We focus on SEO with meaningful, measurable impact on business growth and scalability. We manage SEO campaigns and content marketing with a primary focus on digital health. Some of our clients include Nestle, Hinge Health, Allara Health, Citizen Watch, Bicycle Health. With 25+ years of technology and marketing expertise, we have helped clients generate over $500M in revenue. We are proud to partner with forward-thinking businesses across digital health and ecommerce, driving the future of SEO rooted in real opportunities and sustainable, measurable success. The Opportunity Fire&Spark is seeking an experienced Director of Client Services to own the day-to-day operations and strategic leadership of our client services team. This is a senior leadership role with significant responsibility: you will drive client retention, service delivery, innovation and staff retention across our service delivery team of 20. The ideal candidate is as excited by helping clients achieve marketing success as they are by leading a team of driven marketing professionals. They are a natural problem-solver who can operate at a high level while also diving into the details when it matters. They bring operational rigor, SEO curiosity, and a genuine passion for both client outcomes and team development. This is a remote position, with 9-5pm EST working hours (with some flexibility). Responsibilities Client Leadership Serve as the executive owner of client success, ensuring exceptional delivery and measurable results across all accounts. Directly manage relationships with our most strategic clients, including leading quarterly business reviews. Serve as the escalation point for complex client problems and disputes, resolving issues with professionalism and urgency. Lead upsell and contract extension conversations in partnership with the sales team. Proactively identify at-risk clients and develop retention strategies before issues escalate. Own the Gross Profit and Client LTV metrics Team Management Provide oversight and management of the Client Services team, ensuring delivery of an exceptional client experience. Personally manage Client Services team leads, including one-on-ones, growth plans, and performance reviews. Coach and support team members to help them meet departmental goals for retention, revenue, and profitability. Forecast and manage team capacity to enable growth goals. Determine hiring priorities, interview candidates, and make hiring recommendations. Operations and Process Develop, operationalize, and oversee processes that allow the Client Services team to run effectively and efficiently. Own and continuously improve high-priority service delivery workflows, ensuring best practices are followed across the team. Document critical workflows to support team training, consistency, and automation readiness. Track departmental KPIs on a weekly basis and report to leadership. Strategic Contribution Identify future capability needs 1-2 years out and make recommendations for investment. Identify opportunities for our staff to promote their work through thought leadership, content, and industry event participation. Required Qualifications Familiarity with marketing agency financial metrics (gross profit, net profit, utilization) At least 3 years of client management experience in a marketing agency setting Minimum 2 years of project or account management experience Minimum 2 years of people management experience Strong leadership and supervisory skills with a track record of developing teams Proven experience developing and implementing client service processes that drive efficiency and profitability. A deep-seated "Passion for Learning" and the intellectual curiosity required to quickly master the fundamentals of our SEO methodology. Experience working in a remote team and a proactive approach to building relationships and fostering culture virtually. Excellent written, verbal, and interpersonal communication skills Ability to handle multiple tasks, prioritize effectively, and meet deadlines Comfortable presenting and interacting at the C-level with internal and external stakeholders Analytical mindset with comfort working in spreadsheets and data Bachelor's degree in a related field Well-organized and detail-oriented Preferred Qualifications Digital marketing experience; SEO experience strongly preferred Experience building or improving operational processes and SOPs Healthcare industry experience Startup or high-growth agency experience Remote team management experience Knowledge of EOS (Entrepreneurial Operating System) People management training or certifications Familiarity with Shopify, WordPress, and modern CMS platforms Experience with data and analytics tools Culture and Core Values We love what we do and we live our core values every day: PASSION FOR LEARNING - Pursue continuous learning with passion, enthusiasm, and curiosity. Failures are expected and valued as learning opportunities. TEAM FIRST - Put team success ahead of personal glory and avoid unnecessary competition. LET DATA GUIDE YOU - Challenge opinions not supported by data. Evidence based on facts and hard numbers is the best basis for decision-making. GET THE DETAILS RIGHT - Sweating the small stuff is the difference between mediocre and magnificent. TAKE OWNERSHIP - Celebrate successes and take full responsibility for negative outcomes. Always ask what you could have done better. INNOVATE EVERY DAY - Develop a habit of questioning assumptions while rethinking business-as-usual and searching for improvements that solve problems and create value. Compensation and Benefits Competitive salary 401k match up to 4% Health and dental insurance 15 days vacation + 5 days paid sick leave + 10 paid holidays Exceptional internal training and skills development $3,000 annual paid training and education budget $500 annual wellness stipend $750 annual remote work stipend