At Viral Nation, we specialize in building social-first ecosystems for brands to connect with the modern consumer journey. Our integrated solutions align strategy, talent, media, and technology with culturally relevant creativity to scale the world’s fastest-growing digital brands. Viral Nation offers a fluid, creative, and growth-oriented environment that will support your ambitions to apply your talents in an open, collaborative, and fast-paced culture. Our ability to stay at the forefront of the industry has fuelled our success and will guide us in paving the path forward. We’re driven to push boundaries and think beyond today to deliver strategies, and we’re just getting started.

While we continuously exceed our goals, we need your help – our success is only as great as our people. Strong performance leads to high expectations, and we must keep raising the bar!

Position Overview:

We’re looking for a Director of Client Services with deep expertise in influencer marketing, social media, and technology who consistently delivers exceptional client experiences and drives growth. Partnering closely with Business Development, Product, and Customer Success, the Director of Client Services leads high-impact technology and influencer programs, drives retention and expansion, and uses data-driven insights to elevate performance and strengthen long-term client relationships.

Responsibilities:

Partner with Business Development to lead client and prospect demos, serving as the subject-matter expert on Viral Nation’s AI-powered technology capabilities, platform solutions (VN Secure), and product roadmap.
Own, retain, and grow a dedicated portfolio of clients, serving as the strategic lead and trusted advisor.
Lead the day-to-day execution of client technology programs, elevated brand storytelling, insights and analytics.
Act as a technology expert, confidently presenting platform features, solutions, and roadmaps to clients and prospects.
Where required, influence and support services teams responsible for influencer engagement, paid social and measurement, in addition to managing client relationships, presenting technology products, developing proposals and delivering clear POVs on trends that impact.
Drive technology-sector growth by increasing customer retention and expanding existing relationships through strategic upsell and cross-sell opportunities across your book of business, while partnering with Sales and cross-functional teams to support broader organizational growth and revenue generation.
Oversee the teams' influencer tech and tech & marketing campaigns through VN’s proprietary platform.
Partner closely with Sales, Product, Customer Success, PMO, and Client Services to deliver a seamless client experience.
Develop and implement a comprehensive technology success strategy aligned with the company's overall business objectives.
Collaborate with other departments, including Sales, Marketing, and Product, to ensure a seamless customer experience across the entire customer technology lifecycle.
Cultivate customer advocates and champions to promote brand loyalty and positive word-of-mouth referrals.
Leverage data-driven insights in partnership with Customer Success to track key performance metrics, measure impact, and provide clear reporting to leadership.
Identify trends, opportunities, and areas for innovation to continuously enhance the customer experience and overall account performance.
Partner with Customer Success to establish a robust feedback loop with customers to gather insights and address issues promptly.

Qualifications and Skills:

6+ years of experience in digital, social, or marketing roles with a strong technology and influencer marketing focus.
Deep understanding of influencer programs, including contracting, content development, paid/organic tactics, and performance measurement.
Proven experience managing multiple client portfolios across integrated service offerings.
Strong proficiency with influencer and project management platforms (e.g., CreatorIQ, Klear, Tagger, Upfluence, HubSpot, Kantata, Monday.com).
Excellent project management, communication, and client presentation skills with strong attention to detail.
Analytical, data-driven mindset with experience using customer success and reporting tools.
Demonstrated ability to influence stakeholders, navigate constraints, and drive business decisions.
Strong leadership and interpersonal skills with the ability to motivate and empower teams./
Proficient in MS Office, Google Workspace, and presentation software.

Compensation Philosophy:

At Viral Nation, compensation is structured, performance-led, and market-aligned. Pay decisions are intentional, based on role requirements, performance, and market alignment by country, and are set to maintain internal pay equity across comparable roles and levels.

Compensation progression is tied to demonstrated performance, expanded scope, and sustained contribution over time, not tenure alone. Employee compensation is reviewed regularly through formal performance reviews and check-ins to ensure alignment with role expectations and impact.

AI in Recruitment:

Viral Nation does not use AI-enabled tools to screen, assess, rank, or select candidates – our hiring teams make all hiring decisions. AI note-taking tools may be used during interviews.

DEI Commitment:

Viral Nation is committed to diversity, equity and inclusion in our agency. Viral Nation welcomes applications from people with visible and non-visible disabilities. Accommodations are available on request for candidates taking part in all aspects of the recruiting and selection process.