411 Locals · 1 week ago
VP of Customer Success, Digital Marketing Agency
United States
Full-time
Remote
Director/Executive
8+ years exp411 Locals is a cash-flow positive leader in the SMB Digital Marketing space, and they are seeking a Vice President of Client Success to lead their transformation from Local SEO to Paid Media. This role requires the individual to architect a sophisticated retention engine while managing high-volume operations and ensuring effective client engagement strategies.
AdvertisingSEOSmall and Medium BusinessesWeb Design
Responsibilities
Own and optimize our core CS floor (50+ seats)
Redesign call flows, staffing models, WFM, and QA to move from reactive 'ticket handling' to proactive account management
Overhaul CRM workflows (Salesforce/HubSpot) to support massive client volume
Turn our high client volume from a logistical liability into a competitive moat
Train teams to consult on performance metrics (Lead Quality, CPA, Budget Efficiency) rather than just completing tasks
Codify how we defend budgets, reset expectations, and save accounts when market performance fluctuates
Own Net Dollar Retention (NDR)
Operationalize upsells and cross-sells
Align CS motions with client P&Ls, ensuring we are viewed as a revenue driver, not an expense
Qualification
Required
8–12+ years in Customer Success / Account Management leadership (Director / VP level)
Proven experience running high-volume, phone-based CS or Account Management teams (50+ seats)
Deep fluency in Paid Media / PPC / Digital Advertising
Strong background in Call Center Operations, WFM, CRM, and Telephony systems
Demonstrated success improving Net Dollar Retention and reducing churn
Company
411 Locals
411 Locals is a full service Internet advertising agency providing complete online marketing solutions to small businesses.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Renee Roberts
Director of Public Relations
Company data provided by crunchbase