Director of Client Services

Who We Are

From a founding team that has built a portfolio of companies collectively valued at over $300 Million — including other leading TikTok-specialized agencies — MomentIQ harnesses the power of TikTok Shop to build the next generation of powerhouse D2C brands and to incubate the western world's first generation of LIVE Selling stars.

MomentIQ — By the Data

• MomentIQ drives over $120,000,000/year in sales on TikTok Shop.

• TikTok awarded MomentIQ the #1 US TikTok Shop Partner for selling products via TikTok Shop posts.

• We produce over 600 hours of LIVE Selling Events monthly for category-leading brands.

• Join us on our mission to define what live commerce looks like in the western world.

The Role

MomentIQ is looking for a Director of Client Services to lead our post-sale client experience across a portfolio of 37 TikTok Shop brand partners.

Do you live and breathe client work? Are you the person every account turns to when stakes get high — and the leader other AMs want to learn from?

This is a senior leadership seat. You'll own the health, retention, and growth of every active brand relationship, lead a team of Account Managers and Campaign Coordinators, and set the standard for how MomentIQ shows up for clients from onboarding through renewal. You won't run day-to-day campaign execution yourself, but you'll own the strategy, retention motion, performance review cadence, and cross-functional alignment between Sales, Brand LIVE, Affiliate, and Paid that makes execution land. If you want a real, in-the-room seat building the modern client services org for TikTok Shop, this is it.

Responsibilities

Responsibilities may include but are not limited to:

Client Strategy & Retention

• Own overall client health, satisfaction, and retention across MomentIQ's active brand portfolio

• Serve as the senior strategic advisor to top-tier brands on TikTok Shop growth, blending affiliate, paid, and LIVE motions into a cohesive account plan

• Establish and run a consistent QBR and business-review cadence with key accounts to reinforce value and align on roadmap

• Lead renewal strategy and own the resign motion in partnership with Sales Leadership — including pricing conversations, scope expansion, and multi-quarter commitments

• Identify at-risk accounts early and drive turnaround plans before they escalate to churn

Team Leadership & Development

• Lead, coach, and develop a team of Account Managers and Campaign Coordinators, including hiring, performance management, and career development

• Set the operating standard for how AMs communicate, prepare, and show up for clients — including weekly recaps, response SLAs, and meeting prep quality

• Enforce workload guardrails (the 8-account-per-AM cap) and rebalance portfolios as the business grows

• Build the playbooks, templates, and rituals that let Client Services scale without sacrificing quality

• Run regular 1:1s, team syncs, and skip-levels to keep the team aligned, supported, and accountable

Cross-Functional Collaboration

• Partner with Sales Leadership to ensure clean handoffs from Closed-Won into onboarding, with clear expectations on deliverables and timelines

• Coordinate with Brand LIVE, Affiliate, and Paid Media leads to ensure each client's campaign mix reflects their goals and the team's current bandwidth

• Maintain a clear understanding of operational capacity across MomentIQ's execution teams to set realistic expectations with clients

• Surface recurring client pain points to product, ops, and engineering, and influence roadmap priorities accordingly

• Represent MomentIQ at client meetings, industry events, studio visits, and conferences when senior presence is needed

Reporting & Performance Analysis

• Own the Client Services dashboard: portfolio health, renewal forecast, NRR, churn risk, account-level GMV trends, and AM workload distribution

• Deliver weekly and monthly readouts to leadership on portfolio status, renewal pipeline, and emerging risks and opportunities

• Partner with campaign teams post-launch to translate performance outcomes into renewal narratives and expansion pitches

• Use performance insights to continuously improve onboarding, account planning, and renewal motions

Operational Excellence

• Maintain close alignment with execution teams so client campaigns are delivered on time and on strategy

• Proactively communicate client priorities, timelines, and deliverables to support smooth internal coordination and delivery

• Troubleshoot and escalate execution issues quickly to maintain momentum and client satisfaction

• Stay visible with both the team and clients — including studio time, client visits, and key campaign moments — to stay grounded in the actual work

• Champion the use of MomentIQ's internal tooling (Command Center, Shop Insights Dashboard, autonomy stack) to drive consistency and leverage across the team

Minimum Requirements

• 5 years in client-facing leadership roles at an agency, creator platform, performance marketing firm, or DTC brand

• 2 years directly managing people, with a track record of hiring, developing, and retaining high performers

• Excellent verbal and written communication skills — calm, direct, and credible with brand executives

• Strong working knowledge of TikTok and TikTok Shop as a daily user, and fluency in the broader creator economy

• Comfortable owning a renewal number, having pricing conversations, and translating performance data into expansion narratives

• Proficiency in Google Workspace

• Willingness to be on set, in studio, and on the ground for key campaign moments

• Professional, reliable, and unflappable under pressure

• Willingness to travel and work weekend or evening events as needed

Preferred Skills

• A strong background in any of the following: TikTok Shop, affiliate marketing, paid social, LIVE commerce, influencer programs, or DTC e-commerce — we want people who already have a real skill they can plug in on day one

• Previous experience leading a client services, account management, or customer success function at a high-growth agency or platform

• Comfort with data and AI tooling — we run on internal tooling and an autonomy stack; you don't need to be technical, but you need to use the tools, not avoid them

• Operational sharpness — you build systems, not just relationships: playbooks, cadences, dashboards, and workload guardrails that let a team scale

• Strong organizational instincts and a sharp eye for detail

• Real cultural awareness and a pulse on what's working on TikTok right now

• Comfort working in a fast, founder-led environment where priorities shift in real time

• Genuine excitement about LIVE commerce, creators, and the future of social shopping

Who We're Looking For

You love what you do. You have a real passion for clients, brands, creators, and the platforms they live on.

You're humble and coachable. You'll be working alongside some of the best operators in this space. Check your ego at the door and be ready to learn on a deeper level.

You're someone we want to hang out with. We're past the years of working with people we aren't excited to be around.

Compensation

• This is a full-time salaried role with a competitive base, performance bonus tied to portfolio retention and growth, and equity participation for the right candidate. Where you land in the range comes down to the usual: your experience, the specific skills you bring in the door, your track record, and where you're working from.

• What this role turns into is genuinely open. MomentIQ is one of the fastest-growing companies in this space — tell us where you want to grow, show us you can do the work, and we'll do our best to make it real.

• Honesty, integrity, and ethical conduct are non-negotiable here.

This job is currently located in Santa Monica, CA - soon to be Sherman Oaks, CA