Director Client Experience Jobs in Calgary, AB (NOW HIRING)

Directive Consulting is the leading B2B marketing agency for brands that are serious about the metrics that matter most.
With over a decade of expertise and 420+ B2B brands under our belt, we've earned our reputation on real outcomes. We run through 3 divisions: Performance, Communications, and Commerce, all wired to share intelligence and answer to revenue. That system spans everything from Paid Media and Content Marketing, to PR and Paid Social, to Marketplace and Lifecycle Marketing. Tying it all together is our methodology, DiscoverabilityOS™, which aligns brand and demand to guide your ICP to choose you across every decision point.
We move fast. We think boldly. We hire people who challenge the status quo, build campaigns worth talking about, and make bold brands impossible to ignore. If you live for performance, love solving hard problems, and want your work to actually mean something, you'll fit right in.

The Account Director, Client Strategy is the senior strategic and commercial owner of a portfolio of Directive’s most valuable and complex client relationships.

This role sits at the intersection of strategy, growth, and execution, serving as the primary point of accountability for retention, expansion, and client experience across a high-value portfolio. You’ll act as a trusted advisor to VP- and C-suite stakeholders, while aligning Paid Media, SEO, CRO, Creative, and RevOps teams around unified business outcomes.

Account Directors are expected to operate with autonomy, commercial rigor, and executive presence, owning the full lifecycle of the client relationship and directly influencing Directive’s Net Revenue Retention.

• Own Strategic Client Relationships: Serve as the senior, day-to-day strategic lead for enterprise and high-growth clients, owning executive communication and long-term partnership value.

• Drive Retention & Expansion: Develop and execute renewal, upsell, and cross-sell strategies tied directly to NRR performance.

• Architect Cross-Channel Strategy: Design integrated growth plans across Paid Media, SEO/Content, CRO, Creative, and RevOps, ensuring cohesive execution and reporting.

• Commercial Ownership: Own portfolio economics including forecasting, margin health, scope control, and renewal negotiations.

• Lead QBRs & Executive Storytelling: Translate performance data into clear business narratives that connect marketing execution to revenue impact.

• Cross-Functional Leadership: Partner with channel leads, PMs, and operations to align priorities, manage risk, and maintain delivery excellence.

• Risk & Escalation Management: Proactively identify client risks and mitigate issues before escalation to executive leadership.

• Team Leadership: Mentor strategists, analysts, and project teams to elevate strategic thinking and commercial accountability.

• Net Revenue Retention (NRR)

• Renewal Rate

• Customer Satisfaction (CSAT)

• 7–12 years of experience in agency or client services roles, with significant exposure to B2B SaaS or technology clients.

• Proven experience owning renewals, upsell, and cross-sell motions across a $2M+ portfolio.

• Strong fluency across Paid Media, SEO/Content, CRO, Creative, and RevOps, with the ability to connect execution to business outcomes.

• Experience partnering with VP-, CMO-, and CRO-level client stakeholders.

• Driven to stay ahead of industry trends, including actively learning how AI and automation can enhance marketing and operations.

• Executive Communication: Clear, confident communicator who can translate performance into business impact.

• Commercial Acumen: Comfortable owning forecasts, margins, scope, and renewal economics.

• Strategic Operator: Able to set direction while maintaining operational discipline.

• Cross-Functional Leadership: Influences without direct authority and aligns diverse teams around shared goals.

• Growth Mindset: Continuously seeks better ways to drive client and portfolio performance.

• Trusted Advisor Mentality: Builds durable client relationships grounded in integrity and impact.

• Client-Obsessed: Prioritizes client outcomes and long-term partnership value.

• Collaborative: Works seamlessly across teams and disciplines.

• Resilient & Adaptable: Thrives in a fast-paced, high-accountability environment.

• Directive DNA: Operates with precision, ownership, and a bias toward action.
  

What We Offer:

Compensation for this role includes a competitive base salary

Medical, dental, vision plans, disability, and life insurance coverage for you and your family that fit your lifestyle

Including a 100% employer-paid plan for you and a 50% employer contribution for your dependents (US, CAD, MX)

Benefits to Support the Whole Person:

Mental - Access to certified therapists through Spring Health, membership to Headspace

Physical - Physical therapy through Omada, thousands of Aaptiv virtual workouts, complimentary One Medical membership for primary and virtual care

Time Off - Unlimited PTO (2-week minimum), Paid Company Holidays, Your Birthday Off, End of Year Recharge (Closed December 24 - January 1), Paid Parental Leave

Financial - Traditional and Roth 401(k) with a 3% company match

Bonus - Annual bonus based on tenure, which scales in total amount over time

Annual Company-wide Retreat

Work Environment Requirements

As a remote-first company, you’ll have the ability to work from your home office. For some positions, as posted, we will accommodate global opportunities where we have established businesses, including Canada, Mexico, and the UK. For global locations, you must have established and current work authorization and permanently reside in that country.

This role has the opportunity to operate 100% virtually from your home office. We primarily collaborate with our colleagues through virtual meetings (Zoom), and Slack. In this role, you will be required to operate a laptop computer (PC or Mac available), computer software platforms, and other office productivity tools as necessary. Due to the nature of this role, you must be able to remain stationary for extended periods, must be able to observe and interpret written and/or verbal communication, must have reliable internet access, and a professional background.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

If you require reasonable accommodations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, direct your inquiries to recruiting@directiveconsulting.com.

Additional Information

At Directive, one of our core values is People First. We’re committed to fostering a more diverse and inclusive culture in the digital landscape. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.