Senior Director of Customer Success and Client Strategy

Fall Line Digital | Remote | Contract (1099 → W2 Path)

Fall Line Digital is a growth marketing agency partnering with top outdoor and active lifestyle brands to scale profitably through paid advertising, creative strategy, and disciplined growth planning.

We partner with premium outdoor and active lifestyle brands that care deeply about how they show up online—and expect their advertising to respect their brand while still driving results.

We’re proud to work with some of the most respected brands in the outdoor space: Moment Skis, MOOTS, Geartrade, Wild Rye, Ornot, Outer Shell and more. The fall line is the fastest, most fun and most direct way down the mountain from point A to B. This is how we work and the energy we bring to work every day: fast, fun, and relentlessly efficient.

About the Role

• This role is first and foremost about client trust, clarity, and momentum.
• As our Director of Customer Success & Client Strategy, you will own the day-to-day health, direction, and forward progress of multiple client growth partnerships. You ensure clients feel confident, informed, and excited about the work — while protecting scope, quality, and internal focus.
• You are the connective tissue between strategy, creative, media, and execution.
• This is a senior leadership role focused on executional strategy. You take the growth frameworks, SOPs, and operating principles the business has already defined and turn them into sustained momentum. You know which levers to pull, when to pull them, and how to keep accounts moving forward — even when goals are being met.
• You are not responsible for defining the company’s core growth model or long-term business strategy. However, you own account-level strategy — including prioritization, tradeoffs, KPI focus, and how strategy is translated into action and clearly communicated to both internal teams and clients.
• Project management is part of the role, but it is not the point of the role. Tools like Asana, Slack, and Google Sheets exist to support judgment — not replace it.
• This role requires strong instincts, sound judgment, comfort with data, and the confidence to act as the final quality and clarity gate before anything reaches a client.
• If you love building trust, translating strategy into action, pushing work forward under real constraints, and operating as a senior owner — this role is for you.

What You Own

You fully own the day-to-day client relationship and performance direction for your assigned accounts.

This means:

• 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.

What You’ll DoClient Ownership & Communication

• 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

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Account Strategy, KPIs & Judgment

• 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

Execution, Scope & Delivery Integrity

• 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

Quality, Creative Judgment & Analytical Thinking

• 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

Process, Leadership & Scale

• 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

What Success Looks Like

• Clients see Fall Line as a true growth partner — not just a vendor
• Accounts consistently move forward with clear priorities, strong momentum, and visible progress
• Client relationships are deep, trusting, and durable — marked by high retention and long-term partnerships

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• Performance goals and KPIs are clearly defined, tracked, and understood by both clients and internal teams
• Clients can clearly articulate the value we’re delivering and why it’s working
• Accounts remain proactive, not reactive — even during periods of strong performance
• Opportunities for expansion, iteration, and deeper partnership are naturally identified and pursued
• Internal teams are aligned, focused, and confident in what matters most for each account
• Scope is protected, expectations are well-managed, and delivery feels calm and intentional
• Leadership has clear visibility into account health, risk, and upside — with few surprises
• The way we deliver work is repeatable and scalable — accounts can grow, new clients can be added, and quality stays high because strong systems and standards are in place

About You

• 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

Why You’ll Love It Here

• Be a core member of the senior leadership team, working directly with the founder to grow client partnerships and the business
• 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

The Details

• Role Type: Full-time contract (40 hrs/week) with a clear path to W-2 after 6 months
• Location: Utah USA Only (Remote work from anywhere in northern Utah)
• Compensation: Competitive, based on experience. Starting at $45/ hour.
• Start Date: ASAP