Client Success Director

Who We Are:

RYNO Strategic Solutions is an innovative, full-service Internet marketing company with 250+ RYNOs offering exceptional internet marketing services since 2008. We stay ahead of our competition with top-notch proprietary strategies, tracking, and reporting. Due to our total transparency, our customers always know exactly what they receive through their marketing efforts with us. We are dedicated to helping Home Service companies find their customers online by utilizing the most cost-effective desktop and mobile strategies.

RYNO is authorized to hire in many, but not all, states. If you are not located in a state where RYNO is registered, you will not be eligible for employment.

Our Mission:

We Exist to Grow Your Business...PERIOD.

Our Values:

• We are transparent
• We are good communicators
• We give back
• We have integrity
• We are positive
• We genuinely care
• We focus on education

Summary of Position:

As a Client Success Director you will be responsible for leading a team and prioritizing the retention, satisfaction, and growth of their managed accounts. You will oversee a team of Client Success Managers and Senior Client Success Managers, driving strong results and ensuring client satisfaction, while identifying opportunities to grow business across the account-base. You will work closely with client service team members and their leaders to ensure best practices and processes are followed.

Position Responsibilities:

• Prioritize the retention, satisfaction, and growth of your direct team's accounts
• Act as a strategic advisor for your clients by identifying business and digital marketing opportunities, determining strategy, and executing plans
• Lead a team of Client Success Managers & Senior Client Success Managers:
• Assist with interviewing, hiring, and training team members
• Conduct regular 1:1s and performance reviews
• Run account team meetings and address problem-solving or conflict resolution as needed
• Work closely with the team leads to ensure overall employee satisfaction and retention
• Client satisfaction and retention: Target a team retention rate of 98% or higher by understanding client business goals and challenges, leading strategy sessions, and ensuring success against standard KPIs
• Client concern resolution: Proactively de-escalate client concerns stemming from result or relationship opportunities. Ensure issues are addressed and resolved efficiently and completely
• Drive account growth: Take a consultative approach to identifying revenue growth opportunities and generate additional value to the team's client base.

Requirements

Minimum Requirements:

• 5+ years' digital marketing experience, including campaign strategy, optimization, and performance analysis
• 2+ years in a people leadership role, with experience leading teams and developing talent
• Proven ability to de-escalate client issues and resolve escalations
• Experience driving incremental improvement to client results
• Direct leadership experience with proven ability to coach and grow team members at various levels of experience
• Strong relationship-building skills and the ability to work with different personalities
• Strong work ethic with a 'whatever it takes' attitude
• Excellent written and verbal communication skills
• Ability to make quick, intentional decisions using critical thinking High-level organization, time management, and follow-through skills
• Aptitude for managing numerous situations simultaneously and prioritizing effectively
• Knowledge of small business operations and challenges
• Willingness to lead difficult conversations and ensure client and team success

Preferred Skills & Experience:

• Experience working with large business corporations and/or private equity groups
• Experience supporting Home Service brands (e.g., HVAC, Plumbing, Electrical, Garage Doors, Solar, etc.)
• Experience with Salesforce Bachelor's degree (high GPAs, Business degrees, and top-tier schools preferred)

The total compensation for this opportunity includes a base salary range of $115,000 to $125,000, quarterly bonuses, plus benefits. This is our target compensation range and is subject to multiple factors including role, level, experience, and location. As you go through our interview process, your recruiter will work wi