About the Role:
Bangor combines a strong local business community with easy access to the wider Belfast commercial market, and at Vibranium SEO Group, we help ambitious companies turn digital visibility into measurable growth. We provide SEO, content strategy, paid search, and digital performance services to businesses across the UK and Ireland. We are looking for a Director of Client Success who can lead our client services function, strengthen long-term partnerships, and ensure every account receives consistent strategic value. You will oversee key client relationships, guide a team of account and client success professionals, and work closely with our SEO, content, analytics, and commercial teams. This is a senior leadership role for someone who understands that successful client service requires more than regular meetings. It requires clear communication, commercial awareness, strong delivery standards, and the ability to turn client objectives into practical growth strategies.
Why Work With Us?
The Environment: Our Bangor office provides a professional and collaborative setting close to the town centre and local transport links. We value open communication, focused teamwork, and a working environment where senior leaders remain accessible.
Leadership Influence: You will have direct input into client retention strategy, service development, team structure, and commercial decision-making from your first day.
Established Services: Our core services include technical SEO, content marketing, search strategy, paid media, analytics, and conversion improvement, giving you a broad platform from which to support client growth.
Professional Growth: You will receive access to leadership development resources, industry events, and relevant digital marketing conferences to keep your commercial and sector knowledge current.
Key Responsibilities:
Client Success Strategy: Develop and lead the company-wide client success strategy, with a focus on retention, satisfaction, account growth, and long-term partnership value.
Senior Client Leadership: Act as the senior point of contact for strategic and high-value accounts. Build trusted relationships with business owners, marketing directors, and senior stakeholders.
Team Leadership: Manage, mentor, and develop client success managers, account managers, and support team members. Set clear expectations, review performance, and maintain strong service standards.
Account Retention: Identify risks within the client portfolio, create recovery plans for vulnerable accounts, and improve renewal and retention performance.
Commercial Growth: Work with clients and internal teams to identify opportunities for service expansion, cross-selling, and additional strategic support.
Service Delivery Oversight: Ensure client commitments, campaign milestones, reports, and agreed deliverables are completed accurately and on schedule.
Performance Reporting: Review client performance data, campaign results, retention metrics, satisfaction scores, and account profitability to support informed decision-making.
Stakeholder Management: Collaborate closely with SEO specialists, content teams, paid media professionals, finance, operations, and business development to ensure a consistent client experience.
Process Improvement: Develop scalable onboarding, account review, escalation, reporting, and renewal processes across the client success department.
Executive Communication: Present client portfolio performance, commercial risks, retention forecasts, and growth opportunities to the senior leadership team.
What We Are Looking For:
Experience: At least 7 years of experience in client success, account management, digital marketing, professional services, or a related commercial environment, including a minimum of 3 years in a senior management or leadership position.
Industry Knowledge: Strong understanding of SEO, digital marketing, paid search, content strategy, analytics, or performance marketing services.
Leadership Skills: Proven experience managing client-facing teams, developing employees, improving service standards, and creating a high-performance culture.
Commercial Awareness: Strong understanding of account profitability, renewals, retention, upselling, revenue forecasting, and contract value.
Client Management: Demonstrated success managing complex or high-value client relationships and communicating confidently with senior decision-makers.
Communication Skills: Excellent written and verbal English, with the ability to explain campaign performance, commercial recommendations, and technical information clearly.
Analytical Ability: Comfortable using account data, customer feedback, performance reports, and commercial metrics to guide decisions.
Problem Solving: Able to manage escalations calmly, identify the root cause of client concerns, and create practical solutions that protect the relationship.
Mindset: You are commercially focused, client-centred, organised, and accountable. You understand when to challenge expectations, when to support the team, and when to take direct ownership of an important client issue.
Pay: £84,942.00-£94,000.00 per year
Benefits:
- Company car
- On-site parking
- Private medical insurance
Work Location: In person
