Associate Director, Client Success

Location:

Fully Remote (U.S.-based)

Job Overview:

We are looking for an Associate Director, Client Success to help lead the day-to-day operations of our multi-disciplinary Client Success team. You will serve as a right hand to our AVP of Client Success, supporting all client-facing delivery teams including paid media, SEO, creative, organic social, email marketing, CRO, web development, and tracking. Our clients span a mix of B2B and B2C industries.

This role blends strategic oversight, operational problem solving, and people leadership. You will be the go-to escalation point when complex issues come up, a senior strategic voice for our VIP clients, and a hands-on coach for team members.

You will not directly own a book of client accounts, but you will stay close to accounts by monitoring internal channels, jumping in to guide strategy, flagging risks, and helping the team deliver consistently high-value work.

We also fully embrace the use of AI and LLM tools to enhance client strategy, campaign execution, reporting, and internal efficiency. You should be comfortable using and championing these tools across teams.

We’re looking for cultural fit as much as a skills fit. Galactic Fed has a unique and long-standing internal culture that you’ll be responsible for carrying forward as well.

How we work:

Fully remote team distributed across global time zones
An overlap with EST working hours are required for team collaboration and client alignment
A culture that actively uses AI tools and automation to stay ahead in growth marketing
Transparent, performance-focused environment where we support each other, move quickly, and hold ourselves accountable
A people-first internal culture. The most important asset at GF is our team, and this role will be deeply involved with team management to that effect
Please note that references will be requested prior to a final offer

Work Schedule:

EST Working Hours Required, No Exceptions

Responsibilities:

Serve as a senior partner to the AVP of Client Success, helping oversee the performance, development, and daily operations of all client-facing teams
Step in on client escalations or complex strategic questions, providing calm, confident leadership that keeps both clients and internal teams aligned
Join select VIP client calls or prospect conversations as a senior representative of Client Success
Identify recurring issues or inefficiencies across teams, propose solutions, and help implement improvements
Mentor and coach team members to grow their strategic thinking, client communication, and effective use of AI tools
Help document and standardize internal processes and best practices
Gradually take on more of the daily team leadership to free up the AVP to focus on long-term strategic initiatives and company growth

Requirements:

7 to 10 or more years in digital marketing, with at least 3 years managing teams and multi-channel client strategy
Most of your experience should be at a digital agency. Experience on the client side is a plus, but you should thrive in a fast-paced, multi-client environment
Strong background in demand generation and full-funnel strategy. You may have started in PPC, SEO, or as an account lead, then grown into a broader leadership role
Proven experience using AI and LLM tools (such as ChatGPT, Claude, Gemini, or similar) to support marketing strategy, campaign execution, reporting, and internal operations
A strategic thinker with a solutions-focused mindset who can simplify complex situations and help teams see a clear path forward
Comfortable owning outcomes and taking accountability when things do not go as planned, along with building action plans to prevent repeat issues
High emotional intelligence with strong conflict resolution skills and a true coaching approach to leadership
Excellent written and verbal communicator who can guide clients and teams with clarity and confidence
Experienced working in a matrix environment where many team leads are dotted-line relationships
Fluent spoken and written English

About Galactic Fed:

We appreciate you taking the time to explore this role. We’re looking for someone who is invested in helping lead our incredible team; someone who cares just as much about supporting people and building trust as they do about driving results for clients.

If you’re energized by the idea of jumping into complex situations, guiding teams through challenges, and helping clients feel confident they’re in great hands, this could be a great fit. We’re excited to meet someone who’s not only a sharp strategic thinker, but also genuinely invested in coaching others and making the work better for everyone involved.

Associate Director, Client Success

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Associate Director, Client Success

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