Director of Client Experience

Company Overview: We are a cutting-edge website development company dedicated to creating high-performance WordPress websites for cannabis dispensaries, helping them streamline their online ordering processes. Our innovative solutions are tailored to meet the unique needs of the cannabis industry, and we are committed to providing our clients with exceptional service and support.

Digital Strategist Job Brief:

We are seeking a Director of Client Experience to own client outcomes, retention, and strategic growth at Rank Really High. This leader will ensure every client clearly understands the value we deliver, sees measurable performance improvement, and remains committed to a long-term digital strategy. This role is accountable for retention, expansion, and strategic clarity across the client portfolio, driving measurable results rather than surface-level activity.

Primary Responsibilities

• Translate client goals into clear 90-day and 180-day strategic plans
• Ensure alignment between SEO, content, eCommerce, and retention initiatives
• Lead QBRs and executive-level reviews for key accounts
• Implement structured monthly strategic calls for all active accounts
• Define and enforce standardized monthly review frameworks
• Establish systems for quick-win notifications, competitive alerts, and strategic nudges
• Maintain proactive communication that reinforces value before clients ask
• Ensures clients never feel uncertain about what we’re doing or why it matters.
• Maintain ≥ 90% client retention
• Drive 10-20% quarterly expansion through strategy-led upsells
• Lead and develop Digital Strategists and Client Success Managers
• Build and enforce SOPs for: Onboarding, Monthly reviews, 90-day planning, QBRs, Renewals & Escalation handling
• Establish scorecards and performance metrics
• Create accountability tied to outcomes, not just task completion
• Ensure no executive-level client surprises
• Own visibility into: Local rankings, Conversion performance, Platform adoption and engagement & Retention and churn indicators (HubSpot)
• Partner with Operations to ensure clean post-launch handoffs
• Provide strategic insight to Product & Engineering based on real-world client patterns
• Align Sales, Strategy, and Success around one unified client narrative
• Ensure delivery execution matches strategic commitments

What you bring to the team:

• 5+ years in senior Client Success, Digital Strategy, or SaaS/Agency leadership
• Deep understanding of: local SEO strategy, Conversion optimization & eCommerce monetization & WordPress / Elementor environments
• Proven experience leading client-facing teams
• Experience defending renewals and managing churn risk
• Strong executive presence and direct communication style
• Data-driven and process-oriented
• Cannabis or regulated-market experience strongly preferred.
• Client-obsessed and proactive communicator
• Calm under pressure, creates certainty for clients and team
• Strategic thinker who simplifies complexity
• Holds both clients and team accountable
• Identifies risks before they escalate
• Confident enough to say “no” when strategy demands it

Location: Remote (MA Preferred)
Reports To: CEO
Department: Client Succes