Director of Client Success – Paid Media; PPC

Director of Call Center Revenue & Client Growth (Paid Advertising – SMB | Remote – US)

Run a 50+ seat Client Success organization and own post-sale revenue growth.

We are an established digital marketing services company serving thousands of SMB clients across the United States
.

We are hiring a Director of Client Success to lead the operational management of our high-volume client success call center while owning one of the company’s most important strategic initiatives:
Expanding client revenue by converting our large base of SEO clients into Paid Advertising programs (Google Ads / Meta Ads).

This role combines call center leadership, retention management, and revenue expansion through structured upsell and cross-sell programs. This is not a passive account management role
. It requires a leader who can run a disciplined service operation while turning the Client Success team into a structured revenue engine
.

The Director of Client Success will oversee the operational performance of a large remote client success organization supporting thousands of SMB customers
.

Your team will manage ongoing client relationships, retention, and account health — while also driving post-sale revenue growth through expansion and product upgrades
.

A key mandate will be building the operational framework that allows the Client Success team to systematically convert existing SEO clients into Paid Advertising clients
.

Success in this role requires a leader who understands high-volume client operations
, SMB client psychology
, and how to structure revenue-driven account management processes inside a call center environment
.

• Call Center Leadership Experience
• Minimum 5+ years managing teams in a call center or high-volume service environment
• Experience leading 30–50+ seat teams strongly preferred.
• Client Revenue Expansion Experience
• Demonstrated experience leading teams responsible for upsell, cross-sell, or expansion revenue from existing clients
  .
• Experience building post-sale revenue channels is strongly preferred.
• SMB Client Environment
• Experience working with small to medium-sized business clients
  .
• Candidates should understand the realities of working with entrepreneurial SMB clients who expect results and negotiate aggressively
  .
• Operational Leadership
• Strong ability to build structured processes and scalable operational systems across large client portfolios.
• Experience improving team performance, workflows, and operational efficiency.

Manage the daily performance of a 50+ seat remote Client Success organization operating in a call center environment.

Responsibilities include:

• Monitoring service queues, response times, and service levels
• Managing staffing levels and team productivity
• Ensuring operational discipline across the client success organization
• Maintaining high service standards while handling large client volumes

The Client Success team is responsible for expanding revenue from the existing client base
. The Director will lead the operational strategy for:

• Upselling Paid Advertising services to existing SEO clients
• Driving structured cross-sell campaigns
• Identifying expansion opportunities across the client portfolio
  
  Supporting agents in revenue-driven client conversations

This includes building the systems and training that enable agents to identify the right moment to introduce Paid Media solutions
.

A major strategic initiative is converting the existing SEO client base into Paid Advertising clients
.

Responsibilities include:

• Building operational workflows for SEO → PPC conversion campaigns
• Training teams to explain the value difference between SEO and Paid Ads
• Using client data to identify high-propensity upgrade opportunities
• Driving consistent conversion performance across the client base

Oversee retention strategy across the SMB client portfolio.

Responsibilities include:

• Managing cancellation prevention processes
• Supporting teams with difficult client conversations
• Implementing win-back initiatives
• Improving long-term client value and account…