Associate Director, Client Services

• AdAge and Inc Magazine have named Silverback one of the best places to work.
• We are hiring an Associate Director of Client Services.
• Salary band is $120k-$160k with legit bonus and benefits.
• This is an opportunity to make a big impact at a smaller agency.

Today, we’re looking for an Associate Director, Client Services to join our team. Our new Associate Director will serve as the strategic lead and trusted advisor for a portfolio of some of Silverback’s most important client relationships. You’ll own client health from end to end: understanding each client’s business, connecting marketing performance to real business outcomes, spotting risk before it turns into churn, and finding the next opportunity to grow the partnership.

This isn’t a hands-on-keys role. You won’t be building campaigns in Google Ads or Meta, but you’ll need to understand what those platforms are telling you, and what they’re not. You’ll work alongside our Paid Media, SEO, Measurement, and Creative teams to turn performance data into a clear story for clients, and you’ll partner with delivery teams to make sure every account is both successful for the client and healthy for Silverback.

This role is ideal for a seasoned client services leader who thrives on big-picture thinking, loves a good puzzle, and wants a real seat at the table.

• Client Strategy: Understand each client’s business and marketing performance through data analysis, and develop cross-functional marketing strategies that ladder up to their business goals.
• Performance Analysis: Analyze paid media performance across your portfolio by triangulating data from Google Ads, Meta Ads, Google Analytics, and client CRMs. When platform-reported conversions don’t match pipeline in the CRM, you’re the one who figures out why and explains it clearly.
• Client Care: Build healthy, long-lasting client relationships through active listening and follow-through. Proactively monitor positive and negative client feedback to identify and mitigate churn risk before it affects the relationship.
• Client Retention & Growth: Own retention and revenue growth for your portfolio. Identify strategic upsell and cross-sell opportunities, partner with our sales team on expansions, and lead the way through crisis moments with steady, solutions-first communication.
• Delivery Margin Management: Partner with delivery teams to build 3-month rolling plans that balance client performance goals with margin targets. When an account is off track, dig into the root cause and resolve it through process changes, expectation resets, or rescopes.
• Process Improvement: Regularly surface opportunities to improve how we work, whether that means increasing client value, eliminating waste, or making our people’s jobs easier.
• Client Innovation: Stay on top of changes in the marketing industry, understand how they impact your clients, and help clients navigate and capitalize on that change. Turn client wins into case studies that fuel our marketing.
• Thought Leadership: Contribute a weekly news insight and point of view to keep our team and clients ahead of the curve.

• Years of
  
  Experience:
  
  7+ years of client services, account management, or client strategy experience, with at least 4 years at a digital or performance marketing agency. Previous agency experience is a must-have.
• Paid Media Fluency: You don’t need to be a platform expert, but you need to speak the language. You’re comfortable with the metrics Google Ads, Meta Ads, Google Analytics, and CRMs report out, and you know how to triangulate them to find the real story.
• Deductive Reasoning: When something doesn’t add up, you work the problem. You connect the dots across data sources, client conversations, and team…