Job Overview:
Lead the Team Behind Stronger Client Relationships
At TechWyse, strong client relationships come from trust, clear communication, sound judgment, and consistent follow-through.
We are looking for a Director of Client Services to lead our Account Management team and strengthen the client experience from onboarding through long-term growth.
This is not a role where you will simply manage Account Managers. You will help shape how our entire organization delivers for clients. You will be the senior point of support for our Account Managers and a key partner to Sales, Project Management, and our digital marketing teams.
About TechWyse
TechWyse is a Canadian digital marketing agency with more than 25 years of experience helping businesses grow through SEO, paid media, social media, content, web design, measurement, automation, and digital strategy.
We are continuing to invest in stronger leadership, better visibility into client health, and a more proactive approach to retention and growth.
About the Role
The Director of Client Services leads the Account Management department and is accountable for the quality, consistency, and long-term health of our client relationships.
You will coach and develop Account Managers, oversee key accounts, lead escalations, protect continuity during team changes, and ensure clients receive clear strategic guidance and dependable follow-through.
You will also work across departments to improve handoffs, identify risk earlier, remove friction, and build repeatable processes that support retention and account growth.
Key Responsibilities:
People Leadership
- Lead, coach, and support the Account Management team.
- Hold regular one-on-one meetings, provide practical feedback, and develop individual growth plans.
- Set clear standards for communication, preparation, responsiveness, strategic guidance, and follow-through.
- Conduct performance reviews and support hiring, onboarding, and training.
- Build a culture of accountability, teamwork, professionalism, and client ownership.
Client Relationships and Escalations
- Act as the senior escalation point for complex, dissatisfied, or at-risk clients.
- Lead difficult conversations, relationship resets, recovery plans, and commercial negotiations when required.
- Maintain executive-level relationships with important clients and personally oversee a small number of strategic accounts when appropriate.
- Protect client continuity when an Account Manager leaves, changes roles, or requires additional support.
- Balance client advocacy with the financial, operational, and long-term interests of TechWyse.
Client Success and Retention
- Oversee the client journey from sale and onboarding through ongoing service, renewal, and growth.
- Identify at-risk accounts early and coordinate proactive action plans.
- Improve client engagement, monthly reviews, quarterly business reviews, and confidence in TechWyse.
- Support Account Managers in identifying appropriate expansion opportunities within healthy client relationships.
- Review client feedback, account performance, and retention trends to identify recurring concerns and preventable churn.
Cross-Department Leadership
- Work with Sales to ensure expectations are clear and new clients are handed off properly.
- Partner with Project Management and delivery teams to resolve execution issues affecting clients.
- Translate client concerns into clear operational actions and ownership.
- Improve communication between Canadian and international team members supporting client work.
Process and Continuous Improvement
- Build and improve client-facing workflows, escalation procedures, retention playbooks, and Account Management standards.
- Use client data, feedback, and performance trends to guide practical improvements.
- Help develop scoreboards that provide clearer visibility into client health, risk, retention, and growth.
- Reduce dependence on individual memory by creating repeatable systems and clear ownership.
What Success Looks Like
- A strong, confident, and accountable Account Management team.
- Faster and more effective resolution of client escalations.
- Stronger retention and fewer preventable cancellations.
- Improved client satisfaction, engagement, and trust.
- Better continuity when accounts transition between team members.
- More consistent onboarding, monthly reviews, and quarterly business reviews.
- Stronger expansion results within healthy client relationships.
- Better collaboration across Sales, Account Management, Project Management, and delivery teams.
What We Are Looking For
- 5+ years of experience in Account Management, Client Success, Client Services, Customer Experience, or a related professional services role within a digital marketing agency.
- Demonstrated experience leading and developing a client-facing team.
- Strong experience handling client escalations, negotiations, and relationship recovery.
- Excellent communication, listening, and relationship-building skills.
- Calm, credible, and confident presence with clients and employees.
- Strong commercial judgment and an understanding of retention, revenue, profitability, and long-term relationships.
- Ability to hold people accountable while preserving trust and morale.
- Strong organization, prioritization, and follow-through.
- Experience improving workflows, standards, or client service processes.
- Comfort using data and performance information to identify risk and guide decisions.
Bonus Experience
- Experience leading multidisciplinary client service teams across SEO, Paid Media, Social Media, Content, Web, or related digital marketing services.
- Familiarity with SEO, paid media, social media, content, web development, or digital measurement.
- Experience managing recurring-revenue client portfolios.
- Experience with CRM, reporting, project management, or client-success platforms.
- Experience working with distributed or international delivery teams.
The Kind of Leader Who Will Thrive Here
You are grounded, trustworthy, calm under pressure, and comfortable stepping into difficult conversations. You enjoy helping people improve, communicate directly without damaging relationships, and consistently consider what is best for the client, the team, and the company.
What We Offer
- Competitive salary based on experience.
- Performance-based incentive opportunity.
- Health and dental benefits.
- Paid vacation and personal time.
- Professional development opportunities.
- Meaningful influence over client strategy, team development, and company improvement.
- A long-term leadership opportunity within a growing Canadian agency.
- The opportunity to help shape how TechWyse delivers client service across the company.
If you are excited about leading people, strengthening client relationships, solving difficult problems, and helping shape the next stage of TechWyse, we would love to hear from you.
Pay: From $100,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Extended health care
- On-site parking
- Paid time off
- Tuition reimbursement
- Vision care
- Wellness program
Application question(s):
- How many years of experience do you have working within a digital marketing or advertising agency?
Work Location: In person
