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 RoleThe 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 QualificationsCall Center Leadership ExperienceMinimum 5+ years managing teams in a call center or high-volume service environmentExperience leading 30–50+ seat teams strongly preferred.Client Revenue Expansion ExperienceDemonstrated 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 EnvironmentExperience 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 LeadershipStrong ability to build structured processes and scalable operational systems across large client portfolios.Experience improving team performance, workflows, and operational efficiency.Key ResponsibilitiesLead Call Center OperationsManage 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 levelsManaging staffing levels and team productivityEnsuring operational discipline across the client success organizationMaintaining high service standards while handling large client volumesOwn Post-Sale Revenue GrowthThe 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 clientsDriving structured cross-sell campaignsIdentifying expansion opportunities across the client portfolioSupporting agents in revenue-driven client conversationsThis includes building the systems and training that enable agents to identify the right moment to introduce Paid Media solutions .Lead SEO → Paid Media Client MigrationA major strategic initiative is converting the existing SEO client base into Paid Advertising clients . Responsibilities include:Building operational workflows for SEO → PPC conversion campaignsTraining teams to explain the value difference between SEO and Paid AdsUsing client data to identify high-propensity upgrade opportunitiesDriving consistent conversion performance across the client baseImprove Client Retention & Account HealthOversee retention strategy across the SMB client portfolio. Responsibilities include:Managing cancellation prevention processesSupporting teams with difficult client conversationsImplementing win-back initiativesImproving long-term client value and account stabilityLead Team Performance & AccountabilityManage managers and frontline team members responsible for client communication and account management. Responsibilities include:Hiring and coaching team leadersEstablishing clear KPIs and productivity expectationsMonitoring performance across retention and revenue metricsCreating a culture of accountability and executionSuccess MetricsPerformance in this role will be measured based on:Client retention rateChurn reductionSEO → Paid Media conversion rateUpsell / cross-sell revenue growthNet Revenue Retention (NRR)Service level adherence across the call centerWork Conditions & CompensationLocation: 100% Remote.Comp: Competitive base salary + aggressive performance-based bonusesTech: Bring your own device.Note: Only shortlisted candidates will be contacted for further evaluation.#J-18808-Ljbffr