Senior Director, Client Services

Role Overview

• Lead and manage a team of Account Directors who oversee teams of Account Managers responsible for client portfolios.
• Own revenue performance, retention, and client satisfaction across a large portfolio of client relationships.
• Drive growth across the existing client base by identifying opportunities to introduce additional Podean capabilities and services.
• Partner with internal teams across Retail, Media, Content, Consulting, and Data & Analytics to ensure coordinated and effective delivery of services.
• Serve as a strategic advisor to senior client stakeholders and maintain executive-level client relationships across key accounts.
• Guide Account Directors and Account Managers in developing strategic roadmaps and growth strategies for clients.
• Support the preparation and delivery of executive business reviews (EBRs) and quarterly business reviews (QBRs).
• Lead onboarding for new clients in partnership with Sales and internal delivery teams to ensure a seamless client experience.
• Oversee key client management processes including reporting, client communications, and escalation management.
• Manage contract renewals and extension planning across the client portfolio.
• Partner with Finance on time tracking, client profitability reporting, and invoicing coordination.
• Support forecasting and portfolio planning across the Client Services organization.
• Oversee hiring, staffing, and client assignments within the Client Services team.
• Mentor and develop Account Directors and Account Managers, fostering strong strategic thinking and client leadership skills.
• Maintain a strong understanding of client business objectives, contractual obligations, and operational challenges.
• Identify and address operational challenges impacting client delivery and team efficiency.
• Lead cross-functional initiatives that improve Client Services processes and operational effectiveness.
• Manage ongoing client risk assessments across the portfolio.
• Build strong partnerships with internal teams including Finance, HR, and Operations to support overall client delivery

Requirements

• 10+ years of experience within a marketing agency environment, ideally within digital performance marketing or eCommerce.
• Significant experience managing large client portfolios and leading teams responsible for client relationships.
• 5+ years of leadership experience managing Account Managers, Account Directors, or similar client services roles.
• Strong marketplace experience, including work related to Amazon or other major retail platforms.
• Experience coordinating delivery across multiple marketing capabilities such as retail operations, media, content, analytics, or consulting.
• Proven ability to build and maintain executive-level client relationships.
• Strong business acumen with the ability to connect client challenges with marketing and marketplace solutions.
• Experience identifying and driving cross-sell opportunities within existing client relationships.
• Strong leadership and people management skills with a track record of building and developing high-performing teams.
• Excellent communication and stakeholder management skills, including experience working with C-level client contacts.
• Strong problem-solving skills and the ability to operate effectively in fast-paced and evolving environments.
• Collaborative mindset and ability to build strong internal partnerships across cross-functional teams.
• Experience working with brands in CPG, beauty, apparel, electronics, or similar categories is a plus.
• Amazon Advertising certifications or similar marketplace certifications are a plus.
• Experience with retail media networks such as Walmart Connect or Target Roundel is a plus.

Benefits

• Competitive compensation aligned to experience and market benchmarks
• Remote-first flexibility
• work from anywhere, with trust and autonomy
• Global collaboration
• working with experts across regions and time zones
• Career growth and development
• opportunities to evolve as we scale
• 5-Year Sabbatical + Travel Stipend
• After your 5-year anniversary, take a fully paid month-long sabbatical, plus a travel reimbursement to make your experience restorative and inspiring
• Positive-energy culture
• grounded in respect, inclusion, and accountability
• Meaningful impact helping some of the world’s most progressive brands grow