Ready to Join the Fire&Spark Team?

Note: All roles are remote

Join a team that (actually) cares.

At Fire&Spark, we empower each other. From the work we deliver to the way we interact, we’re a motivated bunch that’s committed to the team just as much as we’re committed to our clients.

Make an impact.

Our team thrives on curiosity, innovation, and the lasting impact we create for brands. With every challenge, we see an opportunity to redefine how SEO can deliver tangible results, not just traffic.

Boredom just doesn’t happen around here.

We encourage our staff to continuously refine their craft by funding educational experiences relevant to their work, like conferences, classes, and books. Full-time permanent employees get a $3,000 annual stipend to polish their skills. You’ll also be given a lot of responsibility and the opportunity to apply your newfound knowledge through your work.

Team culture.

We love what we do. Our team is looking for people who are passionate about learning digital marketing and enthusiastic about applying analytical methods to digital campaigns that benefit our clients.

We live our core values:

PASSION FOR LEARNING – Pursue continues learning with passion, enthusiasm and curiosity. Failures are expected and values as learning opportunities.
TEAM FIRST – Put team success ahead of personal glory. Provide and embrace clear and fair feedback to help each other grow.
LET DATA GUIDE YOU – Challenge opinions not supported by data. Evidence based on facts and hard numbers is the best basis for decision making.
GET THE DETAILS RIGHT – Sweating the small stuff is the difference between mediocre and magnificent.
TAKE OWNERSHIP – Celebrate successes and take full responsibility for negative outcomes. Always ask what you could have done better and never shift blame to others.
INNOVATE EVERY DAY - Develop a habit of questioning assumptions while rethinking business-as-usual and searching for improvements that solve problems and create value.

We’re all adults. There’s no clock punching here. You’ll be trusted to make good decisions and take care of your work. In turn, we’ll take care of you.

Director of Client Services

Remote

Full Time

Senior Manager/Supervisor

Fire&Spark is a future-focused SEO agency dedicated to delivering measurable results that go beyond vanity metrics. We focus on SEO with meaningful, measurable impact on business growth and scalability.

We manage SEO campaigns and content marketing with a primary focus on digital health. Some of our clients include Nestle, Hinge Health, Allara Health, Citizen Watch, Bicycle Health. With 25+ years of technology and marketing expertise, we have helped clients generate over $500M in revenue.

We are proud to partner with forward-thinking businesses across digital health and ecommerce, driving the future of SEO rooted in real opportunities and sustainable, measurable success.

The Opportunity

Fire&Spark is seeking an experienced Director of Client Services to own the day-to-day operations and strategic leadership of our client services team. This is a senior leadership role with significant responsibility: you will drive client retention, service delivery, innovation and staff retention across our service delivery team of 20.

The ideal candidate is as excited by helping clients achieve marketing success as they are by leading a team of driven marketing professionals. They are a natural problem-solver who can operate at a high level while also diving into the details when it matters. They bring operational rigor, SEO curiosity, and a genuine passion for both client outcomes and team development.

This is a remote position, with 9-5pm EST working hours (with some flexibility).

Responsibilities

Client Leadership

Serve as the executive owner of client success, ensuring exceptional delivery and measurable results across all accounts.
Directly manage relationships with our most strategic clients, including leading quarterly business reviews.
Serve as the escalation point for complex client problems and disputes, resolving issues with professionalism and urgency.
Lead upsell and contract extension conversations in partnership with the sales team.
Proactively identify at-risk clients and develop retention strategies before issues escalate.
Own the Gross Profit and Client LTV metrics

Team Management

Provide oversight and management of the Client Services team, ensuring delivery of an exceptional client experience.
Personally manage Client Services team leads, including one-on-ones, growth plans, and performance reviews.
Coach and support team members to help them meet departmental goals for retention, revenue, and profitability.
Forecast and manage team capacity to enable growth goals.
Determine hiring priorities, interview candidates, and make hiring recommendations.

Operations and Process

Develop, operationalize, and oversee processes that allow the Client Services team to run effectively and efficiently.
Own and continuously improve high-priority service delivery workflows, ensuring best practices are followed across the team.
Document critical workflows to support team training, consistency, and automation readiness.
Track departmental KPIs on a weekly basis and report to leadership.

Strategic Contribution

Identify future capability needs 1-2 years out and make recommendations for investment.
Identify opportunities for our staff to promote their work through thought leadership, content, and industry event participation.

Required Qualifications

Familiarity with agency financial metrics (gross profit, net profit, utilization)
At least 3 years of client management experience, preferably in an agency setting
Minimum 2 years of project or account management experience
Minimum 2 years of people management experience
Strong leadership and supervisory skills with a track record of developing teams
Proven experience developing and implementing client service processes that drive efficiency and profitability.
A deep-seated "Passion for Learning" and the intellectual curiosity required to quickly master the fundamentals of our SEO methodology.
Experience working in a remote team and a proactive approach to building relationships and fostering culture virtually.
Excellent written, verbal, and interpersonal communication skills
Ability to handle multiple tasks, prioritize effectively, and meet deadlines
Comfortable presenting and interacting at the C-level with internal and external stakeholders
Analytical mindset with comfort working in spreadsheets and data
Bachelor's degree in a related field
Well-organized and detail-oriented

Preferred Qualifications

Digital marketing experience; SEO experience strongly preferred
Experience building or improving operational processes and SOPs
Healthcare industry experience
Startup or high-growth agency experience
Remote team management experience
Knowledge of EOS (Entrepreneurial Operating System)
People management training or certifications
Familiarity with Shopify, WordPress, and modern CMS platforms
Experience with data and analytics tools

Culture and Core Values

We love what we do and we live our core values every day:

PASSION FOR LEARNING - Pursue continuous learning with passion, enthusiasm, and curiosity. Failures are expected and valued as learning opportunities.
TEAM FIRST - Put team success ahead of personal glory and avoid unnecessary competition.
LET DATA GUIDE YOU - Challenge opinions not supported by data. Evidence based on facts and hard numbers is the best basis for decision-making.
GET THE DETAILS RIGHT - Sweating the small stuff is the difference between mediocre and magnificent.
TAKE OWNERSHIP - Celebrate successes and take full responsibility for negative outcomes. Always ask what you could have done better.
INNOVATE EVERY DAY - Develop a habit of questioning assumptions while rethinking business-as-usual and searching for improvements that solve problems and create value.

Compensation and Benefits

Competitive salary
401k match up to 4%
Health and dental insurance
15 days vacation + 5 days paid sick leave + 10 paid holidays
Exceptional internal training and skills development
$3,000 annual paid training and education budget
$500 annual wellness stipend
$750 annual remote work stipend

Apply for this position

Required*

First Name*

Last Name*

Email Address*

Phone*

Resume*

We've received your resume. Click here to update it.

Attach resume or Paste resume

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

Cover Letter

Who referred you to this position? Enter their first and last name here.

What's your citizenship / employment eligibility?*

LinkedIn Profile URL:

Earliest start date?

City, State/Country?*

(We are working remotely) - What time zone are you in?*

Employment Status*

Desired compensation? (in USD)*

Are you available to work the hours required and stated in the job post?*

How would you rate your English skills?*

How many years of experience do you have managing client accounts?*

How many years of experience do you have managing people?*

How many years of experience do you have in digital marketing and/or SEO?*

How many years of agency experience do you have?*

From your agency experience, what is one thing most agencies are doing wrong?*

How would you describe your management style?*

What is the largest team you have managed? What were your biggest challenges, and how did you overcome them?*

Tell us about the most difficult client project you ever managed. What were the biggest challenges, and how did you overcome them?*

Describe a time you feel you failed as a manager. Hindsight being 20/20, what would you have done differently?*

Fire&Spark is an AI forward company. What’s a new approach or tool you’ve adopted recently that’s made your work more effective?*

Please make sure that you receive our confirmation email regarding your application once you submit this last question of the questionnaire.

If you see it great! If you do not see our "Application Received" email, please check your junk/spam folder and mark it as NOT SPAM!

You WILL be receiving additional communication through this email in regards to next steps!

If we do not receive an answer to our next steps email within 30 days we remove you from the application process, and you will have to resubmit.

Thank you for understanding the importance of this action!* Please check that you have read this and understand that you will be getting emails back regarding your application!

Submit Application