🧭 About the Opportunity
At 411 Locals, we’ve helped 40,000+ small businesses grow through local SEO. Now we’re scaling our Paid Media division (Google Ads, Bing Ads, Meta Ads) — and we need a Client Success leader to build a world-class department from the ground up.
If you’ve architected a Client Success function for performance marketing clients — built the playbooks, defined KPIs, selected tech stacks, scaled global teams — this is your blueprint opportunity.
We’re hiring a Director of Client Success (PPC) to own client lifecycle success for our SMB advertising clients. You’ll lead the development of a high-impact CS organization laser-focused on retention, upsell, client experience, and campaign ROI. Your mission: transform CS into a revenue engine.
🧱 What You’ll Build
- A new global Client Success organization focused exclusively on SMB clients running PPC campaigns (Google/Bing/Meta).
- Full-stack CS operations: team design, hiring, training, workflows, tools, SOPs, and performance frameworks.
- CS strategies tailored to PPC: onboarding, health scoring, performance reviews (QBRs), churn prevention, upselling.
- Cross-functional alignment with Sales, Marketing, and Paid Media Ops to drive retention and revenue expansion.
- Scalable process automation using tools like Salesforce, ChurnZero, Google Ads dashboards, etc.
🧠 Your Background
- 8–10+ years in Client Success, Account Management, or Customer Experience roles, preferably in performance marketing or ad tech.
- Proven track record building a CS function from scratch for a digital advertising/PPC business (not just inheriting teams).
- Direct experience owning client performance, retention KPIs, NRR/GRR, and growing revenue through CS.
- Experience managing remote global CS teams (PPC Account Managers, Client Success Specialists).
- Ability to design playbooks, lifecycle journeys, renewals, health scoring models, and strategic touchpoint cadences.
- Strong operational mindset — you’ve worked with CRMs, analytics, ticketing, and campaign monitoring tools.
- Comfortable in a player-coach capacity; willing to get hands-on with clients if needed.
🎯 Success Metrics
You will be accountable for:
- 📈 Net Revenue Retention (NRR), Client Churn Rate, CSAT, NPS, Client Lifetime Value (CLTV).
- 🧰 Team productivity, onboarding speed, tool/process adoption, and engagement.
- 💡 Cross-functional collaboration impact (client handoffs, upsells, case studies).
🙌 Why Join Us
- Build, don’t just manage – your blueprint will become the global playbook.
- Direct executive access and full decision-making authority over CS strategy.
- Clear mandate: increase client satisfaction, reduce churn, and grow portfolio value.
- 100% remote-first culture with a global team of 1000+.
- Competitive base + performance incentives tied to retention and client growth.
Apply If You’re Ready To:
- Architect a global CS model for a fast-scaling performance marketing agency.
- Turn client feedback, PPC results, and data insights into long-term client partnerships.
- Build a CS culture that prioritizes results, clarity, and client impact.
Bonus Points
- Experience in high-velocity SMB environments where scale and efficiency are key.
- Exposure to lead generation, local services, or franchise businesses.
- Familiarity with tools like HubSpot, Google Ads Editor, Asana, Looker, or AI reporting layers.
🎯 Let’s Build the Future of PPC Client Success
This isn’t just about managing accounts. It’s about owning the post-sale experience — and turning it into a profit center.
Apply now to leave your legacy in how the Paid Media industry defines Client Success.