Associate Director, Client Services (Remote)

Responsibilities

• 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.

Requirements

• 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 input to get to the root cause and the right next step.
• Communication: Your verbal and written communication is sharp, clear, and confident. You can explain a complex performance story to a CMO in plain English and write an email that gets a stalled decision moving.
• Self-Awareness: You know your strengths, own your blind spots, and actively seek feedback. You read the room well, both with clients and with your team.
• Big-Picture Thinking: You see how a single campaign ties to a client's revenue, how one account ties to the health of the portfolio, and how the portfolio ties to Silverback's growth.
• Intellectual Curiosity: You ask "why" until you get to something useful. You're energized by learning your clients' businesses, industries, and what's changing in marketing.
• Comfort with Ambiguity: You don't need a perfect playbook to take action. You make sound calls with incomplete information and adjust as things evolve.
• Resilience: Tough client moments, shifting priorities, and bad news don't knock you off course. You stay steady, solutions-focused, and ready for the next challenge.

Benefits

• Unlimited PTO
• Comprehensive health, dental, and vision plans
• Virtual Team Events and a fun, casual, inclusive company culture
• Company-paid ClassPass membership
• 12 weeks of Paid Parental Leave
• Summer Fridays
• 401(k) with Employer Match