Fall Line Digital · 6 days ago
Director of Customer Success & Client Strategy (Outdoors/ Active Lifestyle)
United States
Contract
Remote
Director/Executive
8+ years expFall Line Digital is a growth marketing agency partnering with top outdoor and active lifestyle brands. The Director of Customer Success & Client Strategy will own the health and direction of client growth partnerships, ensuring clients feel confident and informed while managing account strategy and execution.
AdvertisingBrand MarketingCreative AgencyEmail MarketingSocial Media Advertising
No H1B
Responsibilities
You fully own the day-to-day client relationship and performance direction for your assigned accounts
Clients do not need leadership involvement to feel informed, supported, or confident
Account priorities are clear, intentional, and aligned with business goals
You proactively identify and address risks, confusion, or misalignment before they become problems
You resolve most client questions independently and escalate only when:
Scope or fees change
Strategic direction materially shifts
Performance meaningfully deviates from plan
You are trusted to make judgment calls in real time — not wait for permission
Serve as the primary owner and point of contact for assigned client accounts
Build strong, trusting relationships through clarity, follow-through, and credibility
Own client communication across email, Slack, and meetings
Ensure all client-facing materials are accurate, complete, and well-positioned before delivery
Anticipate client questions and proactively provide context and direction
Push back when needed — protecting focus, scope, and long-term performance over reactive requests
Own account-level strategy in partnership with media buyers, creative strategists, and leadership
Translate high-level business and account KPIs into clear, day-to-day priorities
Monitor account performance regularly to guide focus, pacing, and decision-making
Know when to lean into new creative, deeper iteration, or new tests — even when targets are being hit
Make real-time tradeoffs between experimentation, stability, and scale
Clearly explain •why• things are working (or not) and what levers to pull next
Guide client expectations when inputs, results, or timelines shift
Coordinate timelines across paid media, creative, and lifecycle initiatives
Translate strategic priorities into clear tasks, owners, and timelines
Ensure contractual obligations and priorities are accurately reflected in execution
Translate client scope, deliverables, and priorities into clear plans within Asana
Maintain alignment between contracted scope, timelines, and available hours
Proactively identify scope creep, delivery risk, or resourcing misalignment before it impacts quality or margin
Act as the final quality check before work reaches clients
Bring a strong creative eye — able to spot weak concepts, unclear messaging, or off-brand execution
Partner closely with creative strategy, design, and media buying to unlock the next growth lever
Review performance context (MER, growth, ad spend pacing) to guide priorities and next actions
Balance brand nuance and storytelling with data-informed decision-making
Build and refine workflows, templates, and SOPs to support scale
Keep internal communication clean, organized, and actionable
Create clarity for internal teams so work moves forward without friction
Work closely with the founder as a senior thought partner on account health, growth opportunities, and business direction
Identify opportunities to expand accounts, improve retention, and strengthen client partnerships
Support account growth by identifying expansion opportunities aligned with client goals and performance reality
Qualification
Required
8-10+ years experience in a growth marketing agency, performance creative agency, or senior in-house role
Deep experience partnering with media buyers and creative teams
Comfortable owning KPIs, pacing, and performance narratives
Strong creative judgment and high standards for quality
Confident pushing back when needed and explaining decisions with clarity
Detail-oriented with high standards
Calm, direct communicator with strong executive presence
Naturally takes ownership and responsibility
Gains energy from client conversations and collaboration — shows up engaged, curious, and prepared
Comfortable leading discussions, asking hard questions, and navigating nuance in live conversations
Benefits
High-autonomy role with real authority — you own decisions, direction, and execution, not just communication
A true operator role that blends strategy, execution, client leadership, and internal alignment
Work with brands you actually believe in across outdoor, active, and lifestyle categories
Clear frameworks and standards already in place, with room to improve, refine, and evolve how we operate
Small, senior team with high trust and low ego — no politics, no busywork
Fully remote, outcome-driven culture that values judgment, clarity, and forward momentum
Company
Fall Line Digital
Fall Line Digital helps purpose-driven brands grow their online sales and revenue through e-commerce growth marketing.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase