About the job
About Jumpfactor
Jumpfactor is a global B2B growth agency specializing in scalable revenue systems for Managed Service Providers (MSPs) and technology firms. The company focuses on building lasting partnerships that support shared growth. Team members value accountability, systems thinking, and a drive for ongoing improvement.
Role Overview
The Director of Client Services leads a department of Senior Account Managers and their teams, with a focus on client satisfaction, retention, and revenue growth. This leader sets the standard for client relationship management at Jumpfactor, acting as the final escalation point, performance coach, and cultural role model. The role offers significant ownership and the chance to shape both team and client outcomes.
Key Responsibilities
- Increase client retention, design churn-reduction strategies, and improve Net Promoter Score (NPS) across the client portfolio.
- Meet Monthly Recurring Revenue (MRR) growth targets, and guide upsell and cross-sell efforts for each Account Manager.
- Track campaign ROI, including Cost Per Lead (CPL) and Marketing Cost per Acquisition (MCAC), ensuring alignment with targets.
- Deliver daily coaching, both one-on-one and in groups, to Account Managers.
- Handle escalated client issues and investigate underlying causes to resolve them.
- Create and manage Standard Operating Procedures (SOPs), Key Performance Indicators (KPIs), and operational rhythms for the department.
- Promote product adoption and improve client community engagement metrics.
- Maintain strong team Employee Net Promoter Score (eNPS) and encourage a culture of accountability.
Qualifications
- At least 6 years of experience in digital marketing, including 3 years in account management roles.
- Minimum 2 years managing teams of 5 or more direct reports.
- Proven record (4+ years) of meeting KPIs for retention, upselling, and churn management.
- Background in scaling teams within organizations with 8- or 9-figure revenues.
- Deep understanding of SEO, paid media, inbound marketing, and web strategies.
- Strong interest in people management and team development.
- Experience building SOPs and KPIs, with a systems-oriented approach.
- Familiarity with Traction EOS or Rockefeller Habits is a strong plus.
This Position May Not Suit You If…
- Managing upwards is more important to you than developing your team.
- You see processes and operational cadence as optional extras.
- You need a lengthy onboarding or expect a detailed playbook from day one.
Why Our Team Loves Working Here
- Competitive compensation, with performance-based bonuses.

