Director, Client Service

Overview - what you do

The Director, Client Success’ responsibility is to efficiently and effectively independently manage all services that fall under their assigned client account relationship(s) in a way that meets or exceeds agency and client expectations.

The Director, Client Success builds pivotal relationships, drives and leads significant account(s), manages the financial responsibility of the account(s), leads project approach planning, and grows the assigned book of business. They balance delegation and hands‑on support and collaborate closely with other departments and department leaders. This role supervises, mentors, and develops other members of the client service team.

Responsibilities – the stuff we trust you with

• Provides management input beyond day‑to‑day operations, aligning with the company’s mission and core values
• Partners closely with Project Management leads to support the translation of client expectations into scopes of work and financial estimates, reinforcing timely delivery and proactively communicating potential timeline and budget risks throughout initiation and delivery
• Demonstrates strategic relationship management skills by leading and directing client projects and relationships, anticipating client needs, fully understanding client performance metrics, consistently monitoring for challenges, and proactively leveraging agency resources to deliver solutions
• Develops and drives marcomm plans and/or brand plans; implements marketing plans/programs aligned with client objectives and budgets with support from Sr CS Director and/or AVP Client Success
• Develops creative/tactical briefs, status reports, and other written materials in support of active projects
• Coordinates with 3rd parties as required (partner agency, client‑selected vendors such as a media agency or development firm)
• Demonstrates key management skills by setting clear direction, resolving conflicts productively, and expressing ideas clearly and concisely ensuring the team understands projects and associated client requests
• Leverages business acumen to contribute to the strategic direction of the client service team and assigned client account(s), owning the management of complex billing and financials (in collaboration with PM), resolving client needs and growing client profitability and organic growth within the assigned book(s) of business
• Has the ability to recognize and seize agency opportunities to think “outside the box” and deliver beyond client expectations
• Has the ability to direct a client growth plan, supporting agency financial and portfolio growth
• Keep self and team up to date on emerging client service skills, client environment changes, and industry/market trends
• Embodies Circa’s philosophy, effectively pitch the agency differentiators, and apply key business strategies set forth by the agency Leadership Team
• Motivate, mentor, and lead a high‑performance team; attract, recruit, and retain assigned members of the team while supporting their career growth and client service skill development
• Collaborates cross‑functionally with Creative, Production, DCE, and Project Management teams to oversee workflow, build trusted relationships, and maintain alignment across all projects
• Keeps up to date on skills, client needs, and industry trends to ensure best practices are applied
• Understands and effectively manages work in line with the Circa process
• Other duties as assigned

Key results – the results we need and will measure success against

1. Client satisfaction and retention
2. Project burn rates and overall budget accuracy
3. Ability to Internally motivate driving the team to action and effectiveness

Qualifications – what you bring to the table

Required – the stuff we can’t do without

• BA/BS degree in relevant field (or equivalent experience)
• Several years of experience in a client management role, that achieved growth at a creative advertising/digital agency; strong digital experience, experience in a people management role
• Established Success as an Associate Director, CS
• Demonstrated understanding of integrated and/or omnichannel campaign asset development; Experience working on demand generation and lead generation campaigns
• Strong communication and people management skills
• Experience with owning product launches and/or product branding
• Excellent presentation, communication, judgement, decision‑making, problem‑solving, negotiation, and interpersonal skills
• Knowledge and proficiency in the industry standard software and systems including Microsoft 365, and experience with applications in the CRM, Project Management and Analytics spaces
• Several years of People Management skills, experience supervising others
• Flexible and able to multi‑task in a fast‑paced environment
• Proactive, well‑organized, team player/working manager, who serves as a resource to others, and makes recommendations to the leadership team
• Desire/ability to learn new methods, techniques, skills, and software as required to further knowledge and expertise
• Demonstrates and advocates for the Not Normal brand and our values

Desired – some more stuff we really like

• Must love animals and the people that care for them
• Mix of B2B and DTC experience preferred
• Experience with measurement planning, channel metrics analysis, and tactical optimization preferred
• Working knowledge of various digital media channels and innovative forms of communication ideal
• Master’s degree and/or professional certifications in business or related field

Travel – where you might go

Some moderate travel (some examples include client meetings and tradeshows) up to 30%.

Circa has a flex remote policy in which we ask employees to be flexible with us and make the most of the opportunities we create to be together. Employees are encouraged to come into the office for key meetings, at their manager’s request, and for engagement events (outlined in Handbook). We are headquartered in PA, and the majority of our workforce lives in the Eastern Standard time zone. We require that employees, wherever they may live, be available during East Coast business hours as their standard business day.

Physical requirements – how hard can it be?

This job operates in a professional office environment with a remote/hybrid option. The role routinely uses standard office equipment such as computers, phones, etc. The job is sedentary work and involves sitting most of the time. Walking and standing are required only occasionally. You may exert up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body.

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