Director of Client Success

Director of Client Success

Join to apply for the Director of Client Success role at Paid Ads Academy by Ashley Brock

Direct message the job poster from Paid Ads Academy by Ashley Brock

Location: Remote, Based in Atlanta, GA

Employment Type: Full-Time

Reports To: Founder and CEO

Direct Reports: Client Success Team

We are hiring a Director of Client Success to lead and scale our client success department. This key role is responsible for the entire client experience, aligning strategy across brand, sales, and client success and support. You’ll own client onboarding, retention, churn prevention, reviews, testimonials, refunds, offer adjustments, and chargebacks, and client success systems while leading strategy, reporting, and cross-functional collaboration across the organization.

If you have 10+ years of client success leadership, experience building scalable systems, and thrive in high-growth fast paced environments, this role gives you the opportunity to elevate the client experience and create lasting impact by helping entrepreneurs win with paid ads.

• Customer
  
  Experience:
  
  Own the end-to-end client experience from onboarding and activation to engagement, retention, renewals, capturing client feedback and ensuring clients are supported and achieving their goals.
• Strategy & Reporting: Lead department strategy, measure key KPIs, and report on client success performance and LTV impact.
• Churn & Retention Improvement: Drive performance and trackable results by reducing churn, increasing NPS, and improving client retention and lifetime value through proactive engagement.
• System Design: Build and maintain scalable client success and support systems, including onboarding, activation, progress, retention, feedback, and offer adjustments.
• Sales & Client Success: Design, improve and manage the handoff process for smooth transitions from sales to client success implementation.
• Team Management & Hiring: Coach and mentor current and future Client Success team members, define roles and team capacity, and support hiring as the team grows.
• Cross-Functional Leadership: Collaborate with brand, education/coaching, sales, and operations teams to ensure alignment and maximize client experience and results.
• Process Improvement: Continuously refine systems and processes to improve client experience, retention, and life-term value.

• 10+ years of experience leading client success teams or departments in companies with greater than $20M in annual revenue.
• Proven ability to scale teams, systems, and client journeys through multiple business growth stages.
• Strong leadership skills, including team management, coaching, hiring, and cross-functional collaboration.
• Data-driven mindset with strong analytical and reporting capabilities.
• Performance-backed data showing ability to drive results in improving client retention and reducing churn.
• Experience setting and managing departmental KPIs and success metrics.
• Hands-on experience designing onboarding, engagement, and churn-prevention systems.
• Ability to increase client lifetime value through effective retention and upsell strategies.

• AI first mindset and experience with using AI to streamline systems and processes with ChatGPT, Gemini, Claude, and more
• Experience in high-ticket coaching or service-based businesses.
• Experience with platforms like Kajabi, Go High Level , Slack, and

• Remote position based in Atlanta, GA(preferably within a 1-2 hour drive of the city).
• Standard hours:
  Monday–Friday, 9am–5pm EST, with flexibility as long as outcomes are delivered.

• Life Time Value: 10% increase year over year.
• Client Churn: Reduce by 50% in your first year.
• Net Revenue Retention: Target is 115%.
• Client Reviews: Minimum of 4.5 stars year over year.
• NPS (Net Promoter Score): Establish NPS protocol with a goal of 45+ and trackable growth year over year.
• Client Activation: 90% of clients onboarded within their first 30 days.
• Compensation: $120,000 annual salary with a $40,000 performance bonus tied to KPI target attainment: LTV, churn, net revenue retention, client reviews and client activation rates.
• Unlimited PTO: Flexible time off,…