Client Success Director

Who We Are:

RYNO Strategic Solutions is an innovative, full-service digital marketing company with 350+ RYNOs offering exceptional internet marketing services since 2008. We stay ahead of our competition with top-notch proprietary strategies, tracking, and reporting. Due to our total transparency, our customers always know exactly what they receive through their marketing efforts with us. We are dedicated to helping Home Service companies find their customers online by utilizing the most cost-effective desktop and mobile strategies.

Our Mission:

Connecting people to local businesses that improve the quality of their lives.

Our Values:

• We prioritize INTEGRITY and transparency in every interaction, building trust and delivering lasting value.
• We aim for EXCELLENCE in everything we do, ensuring exceptional outcomes for clients and continuous growth for our team.
• We take ACCOUNTABILITY for our successes and failures, fostering a culture of trust and collaboration to deliver impactful results.
• We think differently, pursue INNOVATION relentlessly, and embrace every challenge as an opportunity for growth.
• OBJECTIVITY drives our decision-making because data-backed solutions plus industry expertise wins every time.

Summary of Position:

As a Client Success Director you will be responsible for leading a team and prioritizing the retention, satisfaction, and growth of their managed accounts. You will oversee a team of Client Success Managers and Senior Client Success Managers, driving strong results and ensuring client satisfaction, while identifying opportunities to grow business across the account-base. You will work closely with client service team members and their leaders to ensure best practices and processes are followed.

Although we are a remote company, preference will be given to candidates residing in the Central, Mountain, or Pacific time zones within one of our approved hire states. This preference supports effective team coordination during overlapping business hours and facilitates participation in client visits when needed.

Position Responsibilities:

• Prioritize the retention, satisfaction, and growth of your direct team's accounts
• Act as a strategic advisor for your clients by identifying business and digital marketing opportunities, determining strategy, and executing plans
• Lead a team of Client Success Managers & Senior Client Success Managers:
• • Assist with interviewing, hiring, and training team members
  • Conduct regular 1:1s and performance reviews
  • Run account team meetings and address problem-solving or conflict resolution as needed
  • Work closely with the team leads to ensure overall employee satisfaction and retention
• Client satisfaction and retention: Target a team retention rate of 98% or higher by understanding client business goals and challenges, leading strategy sessions, and ensuring success against standard KPIs
• Client concern resolution: Proactively de-escalate client concerns stemming from result or relationship opportunities. Ensure issues are addressed and resolved efficiently and completely
• Drive account growth: Take a consultative approach to identifying revenue growth opportunities and generate additional value to the team's client base.
• Travel: Travel (approximately 25%) to industry events and client meetings is an essential function and responsibility of this position.

Requirements

Minimum Requirements:

• 5+ years' digital marketing experience, including campaign strategy, optimization, and performance analysis
• 2+ years in a people leadership role, with experience leading teams and developing talent
• Proven ability to de-escalate client issues and resolve escalations
• Experience driving incremental improvement to client results
• Direct leadership experience with proven ability to coach and grow team members at various levels of experience
• Strong relationship-building skills and the ability to work with different personalities
• Strong work ethic with a 'whatever it takes' attitude
• Excellent written and verbal communication skills
• Ability to make quick, intentional decisions using critical thinking High-level organization, time management, and follow-through skills
• Aptitude for managing numerous situations simultaneously and prioritizing effectively
• Knowledge of small business operations and challenges
• Willingness to lead difficult conversations and ensure client and team success

Preferred Skills & Experience:

• Experience working with large business corporations and/or private equity groups
• Experience supporting Home Service brands (e.g., HVAC, Plumbing, Electrical, Garage Doors, Solar, etc.)
• Experience with Salesforce
• Bachelor's degree (high GPAs, Business degrees, and top-tier schools preferred)

The total compensation for this salaried exempt opportunity includes a base salary range of $115,000 to $125,000, quarterly bonuses, plus benefits. This is our target compensation range and is subject to multiple factors including role, level, experience, and location. As you go through our interview process, your recruiter will work with you to identify a competitive base salary within the proposed range.

Benefits

We’ve got you covered!

RYNO is proud to offer a variety of benefits to support employees and their families, including:

• Remote-first culture with flexible work options
• Performance based bonuses to reward excellence
• Medical, Dental, Vision, and Life Insurance
• 401(k) matching to help you plan for your future
• 6 weeks of paid parental leave for new parents
• $2,000 annual tuition reimbursement for continued education
• Wellness stipend to support your health and fitness
• Monthly data stipend to support your remote work environment
• Paid vacation and sick time off for work-life balance
• 10 paid holidays to enjoy throughout the year
• Paid days for a Cause to give back to your community
• Paid birthday holiday to celebrate your special day
• Comprehensive Employee Assistance Program for personal support
• Leadership and career advancement opportunities
• Anniversary rewards to celebrate milestones
• Inclusion, Diversity, Equity & Access (IDEA) Committee
• Awesome team merch!

About RYNO Strategic Solutions:

RYNO Strategic Solutions (RYNO) and Blue Corona, two leading digital marketing agencies specializing in the home services industry, merged into one company in September 2024. This strategic union combines nearly 30 years of expertise from both companies, unified under the RYNO Strategic Solutions brand creating an unrivaled market leader. With nearly 30 years of combined experience and data-driven insights in home services marketing, the newly unified RYNO Strategic Solutions offers unmatched expertise, and a robust portfolio of services designed to help home service contractors create, capture, and convert more leads from their digital marketing investments.

This job description is intended to describe the general nature and level of work being performed by people assigned to this position. It is not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.