Director of Client Success, Legal Marketing

Job Description

About EverService Holdings, LLC:

EverService is a global provider of tech-enabled business solutions for companies of all sizes, helping them to grow and scale with digital marketing, website design & development, scheduling & booking services, 24/7 answering services, inbound & outbound sales, live virtual receptionists, client & patient intake, and IT services. The company focuses on end-to-end solutions specialized for the legal, medical, home services, retail and technology industries integrated with clients’ CRM, EHR and operational systems.

Summary of Position:

We are seeking a Director of Client Success to join our dynamic legal marketing team at a leading digital marketing agency specializing in the legal industry. In this role, you will be responsible for handling complex client issues and ensuring timely and effective resolution. Your primary focus will be to manage escalations, maintain high client satisfaction, and ensure our digital marketing services continually meet the high standards we set for ourselves and our clients.

You will play a critical role in supporting our mission to help our clients grow their client base, increase online visibility, and navigate the specialized challenges of legal advertising compliance through innovative and data-driven digital marketing solutions.

Key Responsibilities:

• Act as a strategic advisor for clients by identifying business and digital marketing opportunities, determining strategy, and executing plans
• Proactively de-escalate client concerns and complaints stemming from campaign results, performance metrics, or relationship challenges
• Investigate and resolve digital marketing campaign issues efficiently and completely, ensuring a satisfactory outcome for all parties involved
• Maintain clear, professional, and empathetic communication with clients throughout the escalation process while providing regular updates and follow-up as needed
• Collaborate with relevant teams to implement process improvements that enhance service quality and prevent future escalations
• Work closely with Customer Support, Sales, and Digital Marketing and other teams to gather information, resolve issues, and provide insights into potential systemic problems
• Develop and maintain detailed records of escalated issues, resolutions, and client feedback
• Generate regular reports on escalation trends and resolution effectiveness for management review
• Assist in developing training materials and resources for clients to help them better understand our services and avoid common issues
• Monitor client interactions and ensure adherence to company policies and best practices
• Provide feedback and recommendations for improving service delivery

Requirements

• 8+ years in a client-facing role with a digital marketing agency or legal services environment required
• Bachelor’s degree in Business, Marketing, Communications, or a related field required
• Previous experience managing escalations or handling complex client issues
• Exceptional problem-solving skills with the ability to handle high-pressure situations calmly and professionally
• Strong communication skills, both written and verbal
• Familiarity with CRM systems, ticketing tools, and digital marketing platforms
• Basic understanding of legal services and terminology is a plus
• Strong attention to detail and a proactive approach to identifying and addressing client needs

Benefits

We’ve got you covered:

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

• Medical, Vision, Dental
• Retirement
• Life Insurance
• Sick Time and Paid Time Away (PTO)

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.