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 . About the Role 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 . Required Qualifications 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. Key Responsibilities Lead Call Center Operations 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 Own Post-Sale Revenue Growth 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 portfolioSupporting 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 . Lead SEO → Paid Media Client Migration 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 Improve Client Retention & Account Health 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 stability Lead Team Performance & Accountability Manage managers and frontline team members responsible for client communication and account management. Responsibilities include: Hiring and coaching team leaders Establishing clear KPIs and productivity expectations Monitoring performance across retention and revenue metrics Creating a culture of accountability and execution Success Metrics Performance in this role will be measured based on: Client retention rate Churn reduction SEO → Paid Media conversion rate Upsell / cross-sell revenue growth Net Revenue Retention (NRR) Service level adherence across the call center Work Conditions & Compensation Location: 100% Remote. Comp: Competitive base salary + aggressive performance-based bonuses Tech: Bring your own device. Note: Only shortlisted candidates will be contacted for further evaluation. #J-18808-Ljbffr