Director of Client Services

Director of Client Services

Company: Economic Modeling Specialists

Location: Remote (Work From Home) – US

The Director of Client Services is a strategic, people-focused leader responsible for developing and coaching a high-performing team of Account Managers while driving client retention, growth, and long-term success. This role combines leadership, customer success, consultative sales, and data-driven decision-making to deliver measurable business outcomes.

About the Role

As Director of Client Services, you will oversee the complete client lifecycle, from onboarding through renewal and expansion. You'll serve as a trusted advisor to enterprise clients, translating their business needs into strategic initiatives that drive value and foster long-term partnerships. This is a high-impact leadership position that requires both strategic vision and hands-on operational excellence.

The successful candidate will collaborate across multiple departments—including product, implementation, and sales—to ensure seamless client experiences and identify opportunities for growth. You'll be instrumental in shaping business strategy through client insights, operational efficiency, and building a culture of continuous improvement within your team.

Key Responsibilities

• Team Leadership & Development: Build, mentor, and coach a high-performing team of Account Managers. Foster a culture of accountability, excellence, and continuous learning through regular feedback, training, and career development initiatives.
• Client Retention & Growth: Develop and execute strategies to increase client retention rates, reduce churn, and identify upsell and cross-sell opportunities. Monitor key performance indicators and implement data-driven improvements.
• Strategic Client Relationships: Serve as the executive point of contact for key accounts. Conduct regular business reviews, understand client objectives, and position Economic Modeling as a strategic partner in their success.
• Operational Excellence: Streamline client service processes, implement best practices, and leverage technology to improve efficiency. Monitor team productivity and client satisfaction metrics.
• Cross-Functional Collaboration: Work closely with product, implementation, and sales teams to align on client needs, resolve escalations, and drive integrated solutions that enhance the customer experience.
• Business Insights & Strategy: Synthesize client feedback and market trends to inform product roadmap discussions, pricing strategies, and overall business direction.
• Performance Management: Track and analyze key metrics including customer lifetime value, net retention rate, client satisfaction scores, and team productivity.

What We're Looking For

You are an experienced leader with a proven track record of building and scaling client services teams. You combine strategic thinking with hands-on execution, have exceptional communication skills, and thrive in fast-paced, collaborative environments. Your background demonstrates success in driving client retention, managing complex accounts, and developing high-performing teams.

• 7+ years of experience in client services, account management, or customer success leadership roles
• Demonstrated success building, coaching, and scaling teams
• Strong understanding of SaaS or professional services business models
• Excellent interpersonal and communication skills (written and verbal)
• Data-driven mindset with strong analytical capabilities
• Ability to manage competing priorities and thrive in ambiguity
• Strategic thinking combined with attention to operational detail
• Experience with CRM platforms and client success software

Why Join Economic Modeling?

Economic Modeling Specialists is a leader in economic development and workforce analytics. Join a company that values innovation, client success, and employee growth. This remote position offers flexibility while contributing to meaningful work that impacts communities and businesses across North America.

💰 Compensation not publicly listed. Market estimate for similar roles: from $200K, varying by experience and location.