Director of Call Center Revenue & Client Growth (Paid Advertising – SMB)| Remote – US
Run a 50+ seat Client Success organization and own post-sale revenue growth.
We are an established digital marketing services company serving thousands of SMB clients across the United States.
We are hiring a Director of Client Success to lead the operational management of our high-volume client success call center while owning one of the company’s most important strategic initiatives: Expanding client revenue by converting our large base of SEO clients into Paid Advertising programs (Google Ads / Meta Ads).
This role combines call center leadership, retention management, and revenue expansion through structured upsell and cross-sell programs. This is not a passive account management role. It requires a leader who can run a disciplined service operation while turning the Client Success team into a structured revenue engine.
About the Role
The Director of Client Success will oversee the operational performance of a large remote client success organization supporting thousands of SMB customers.
Your team will manage ongoing client relationships, retention, and account health — while also driving post-sale revenue growth through expansion and product upgrades.
A key mandate will be building the operational framework that allows the Client Success team to systematically convert existing SEO clients into Paid Advertising clients.
Success in this role requires a leader who understands high-volume client operations, SMB client psychology, and how to structure revenue-driven account management processes inside a call center environment.
Required Qualifications
- Call Center Leadership Experience
- Minimum 5+ years managing teams in a call center or high-volume service environment.
- Experience leading 30–50+ seat teams strongly preferred.
- Client Revenue Expansion Experience
- Demonstrated experience leading teams responsible for upsell, cross-sell, or expansion revenue from existing clients.
- Experience building post-sale revenue channels is strongly preferred.
- SMB Client Environment
- Experience working with small to medium-sized business clients.
- Candidates should understand the realities of working with entrepreneurial SMB clients who expect results and negotiate aggressively.
- Operational Leadership
- Strong ability to build structured processes and scalable operational systems across large client portfolios.
- Experience improving team performance, workflows, and operational efficiency.
Key Responsibilities
Lead Call Center Operations – Manage the daily performance of a 50+ seat remote Client Success organization operating in a call center environment. Responsibilities include:
- Monitoring service queues, response times, and service levels
- Managing staffing levels and team productivity
- Ensuring operational discipline across the client success organization
- Maintaining high service standards while handling large client volumes
Own Post-Sale Revenue Growth – The Client Success team is responsible for expanding revenue from the existing client base. The Director will lead the operational strategy for:
- Upselling Paid Advertising services to existing SEO clients
- Driving structured cross-sell campaigns
- Identifying expansion opportunities across the client portfolio
- Supporting agents in revenue-driven client conversations
This includes building the systems and training that enable agents to identify the right moment to introduce Paid Media solutions.
Lead SEO → Paid Media Client Migration – A major strategic initiative is converting the existing SEO client base into Paid Advertising clients. Responsibilities include:
- Building operational workflows for SEO → PPC conversion campaigns
- Training teams to explain the value difference between SEO and Paid Ads
- Using client data to identify high-propensity upgrade opportunities
- Driving consistent conversion performance across the client base
Improve Client Retention & Account Health – Oversee retention strategy across the SMB client portfolio. Responsibilities include:
- Managing cancellation prevention processes
- Supporting teams with difficult client conversations
- Implementing win-back initiatives
- Improving long-term client value and account stability
Lead Team Performance & Accountability – Manage managers and frontline team members responsible for client communication and account management. Responsibilities include:
- Hiring and coaching team leaders
- Establishing clear KPIs and productivity expectations
- Monitoring performance across retention and revenue metrics
- Creating a culture of accountability and execution
Success Metrics
Performance in this role will be measured based on:
- Client retention rate
- Churn reduction
- SEO → Paid Media conversion rate
- Upsell / cross-sell revenue growth
- Net Revenue Retention (NRR)
- Service level adherence across the call center
Work Conditions & Compensation
- Location: 100% Remote.
- Comp: Competitive base salary + aggressive performance-based bonuses
- Tech: Bring your own device.
Note: Only shortlisted candidates will be contacted for further evaluation.