Director, Client Experience (Director, CX)

TL;DR

Director, Client Experience (Director, CX) (Digital Marketing): Leads 4-6 Client Experience Managers ensuring high-quality account management, client satisfaction, retention, and revenue growth with an accent on value communication, ROI demonstration, automation adoption, and AI integration. Focus on team development, portfolio oversight, internal knowledge sharing, and strategic client engagement.

Location: Fully remote, only hiring candidates located in the following US states: Alabama, California, Colorado, Florida, Illinois, Iowa, North Carolina, New Jersey, Nevada, New York, Maryland, South Carolina, Texas, Virginia

Salary: $90,000 - $110,000

Company

hirify.global specializes in tailored marketing solutions for law firms, medical, and dental offices.

What you will do

• Manage, coach, and develop a team of 4-6 CXMs to deliver exceptional client experiences and achieve KPIs
• Lead value communication initiatives, developing frameworks and materials to demonstrate ROI and campaign impact
• Oversee client portfolios (20-40 clients per CXM), driving retention, upsell, and revenue growth
• Champion AI and automation adoption for predictive analytics, client communications, and process efficiency
• Spearhead internal knowledge base rollout and training for team self-sufficiency
• Act as escalation point for client issues and collaborate with leadership for cohesive support

Requirements

• Agency Experience Required: Minimum 5-7 years in digital marketing agency with client relationship management track record
• Comprehensive understanding of digital marketing strategies, campaign optimization, and performance measurement
• Proven leadership in managing and scaling high-performing teams
• Exceptional communication skills to present complex data compellingly
• Strong analytical skills for performance tracking and ROI optimization
• Proficiency with CRM systems (especially HubSpot), automation tools, and AI in marketing

Nice to have

• Experience with professional services clients (legal, dental, medical practices)

Culture & Benefits

• Core values: Do What You Say, Be Honest and Transparent, Proactive Not Reactive, Thought-Leading, Accountability, Always Do Better, Do the Right Thing
• Base salary $90k-$110k + performance bonus
• 2.75 weeks PTO, 40 hours sick time/year, 8 hours mental health time/quarter
• Health insurance from Day 1, 401(k) after one year