Client Services Lead

Alpha Key Digital helps aesthetic medicine practices grow digitally with tailored, effective strategies. We’ve spent a decade building online assets for plastic surgery, dermatology, and medical spa practices, along with premium home and professional service businesses across Northeast Ohio and beyond. SEO, paid media, web design, content, and video. We’re not generalists. We’re specialists who understand the nuance of a high-ticket aesthetic consult and a home services estimate, and we can tell you the difference.

We believe in transparency, accountability, and collaboration, and we work closely with our clients at every step. We’re small on purpose, we do good work, and our clients stay with us for years.

We’re hiring our first Client Services Lead: the person who will own how work gets done here. You’ll take full ownership of the client lifecycle from kickoff through renewal: setting the strategy, directing our specialist bench toward client goals, owning whether the marketing actually performs, and being the person clients count on week to week. Our founder stays close to the relationships and new business.

You own the machine that delivers.

This is not a coordinator role with a bigger title, and it isn’t pure account management either. You’ll be accountable for results, not just for communication about results. As the portfolio grows, this seat becomes the one that builds a team underneath it, both on the client side and the performance side. If you’ve been running client services inside someone else’s agency and want the authority to actually build the system your way, this is that job.

• Systems instinct – The person who, when something falls through the cracks, builds the process that prevents it next time, instead of just fixing the one thing
• Verifies firsthand – Someone who opens the ads account and the analytics before a client call rather than reading a summary someone else wrote
• Steady under pressure – Genuinely calmer than average when a client is upset, a deadline slipped, or a campaign under performed
• Follow-through over ideas – More satisfied by a month where everything shipped on time than by a month where you had one brilliant idea
• Direct without damage – Comfortable telling a specialist their work isn’t good enough, and specific enough about why that they can actually fix it
• Holds tension – Able to hold healthy tension with a contractor who wants more hours and a client who wants more results, without needing someone above you to referee it
• Reads people – The kind of person who reads a client’s email and can tell what they’re actually worried about underneath the request
• Self-directed – Someone who’d rather be handed a messy situation and left alone to sort it than be given step-by-step direction
• Accountable to a number – Energized by owning a number and being accountable for it: retention, performance, profitability
• Exacting – Detail-oriented in a way that occasionally annoys people, and you’ve made peace with that
• Range across industries – Able to sit on a call with a plastic surgeon and a roofing contractor in the same afternoon and speak both languages
• Wants ownership – Looking for a place where your judgment matters more than your job description

• Serve as the primary point of contact for clients, running check-ins, reporting calls, and strategy updates
• Run onboarding for new clients, from kickoff through first deliverables
• Manage expectations and deliver hard news without losing the relationship
• Identify at-risk accounts early and lead the response before they become save situations
• Know what each client is paying, what that buys in resources, and make the case to the client when the goal requires more than the…