COMPANY OVERVIEW
Synapse is a full-service B2B growth performance and advisory firm. For nearly two decades, we have partnered with advanced and industrial manufacturers, industrial technology firms, and private-equity-backed operators in complex, high-stakes markets. Our existing client base is the firm’s highest-probability, highest-margin revenue. This role owns that revenue.
THE ROLE
The Director, Client Growth, owns all commercial responsibility for Synapse’s existing business: keeping clients, growing them, and the revenue that results. The role reports to the Vice President, Growth, who owns total company revenue across new business and existing accounts. This quota-carrying commercial role maintains senior relationships with buyers and decision-makers, reads an account for growth opportunities, and closes renewal and expansion revenue with discipline.
THE ACCOUNT TRIO
Every existing account is run by three roles. Marketing Strategist owns the thinking (what and why). The Engagement Director owns the delivery (how and when) and is the single accountable account owner. Client Growth owns the number. Net Revenue Retention is a shared goal across all three.
This role owns the numbers: renewals, revenue retention, expansion, and pricing and proposals for renewals and expansion. The Engagement Director owns delivery, serves as the single accountable account owner, and handles change orders. The Marketing Strategist leads the thinking and supports pricing and the commercial relationship. In the Quarterly Business Review, this role leads the growth and expansion section. Client escalations go to Iole first, who partners with this role to resolve them.
ROLE & RESPONSIBILITIES
Own Existing-Account Revenue
- Track performance across the existing base against plan: Net Revenue Retention, renewal revenue, and expansion revenue.
- Own the existing-account pipeline and maintain the CRM forecast as the single source of truth.
- Create an account coverage and tiering model that directs commercial attention to the accounts with the greatest growth potential.
Lead Renewals and Retention
- Own the renewal close and terms for every account in the book, along with pricing and proposals for renewals and expansions.
- Monitor client health and retention risks and proactively address at-risk accounts in partnership with the Engagement Director.
Own the Commercial Relationship
- Own the commercial relationship and build and maintain senior-level connections with buyers, C-suite leaders, and other decision-makers across the book.
- Identify expansion opportunities and lead the growth and expansion section of the Quarterly Business Review.
Drive Expansion
- Lead expansion, upsell, and cross-sell across the existing customer base, including Foundation-to-Growth conversions and positioning Martech and standalone work.
- Run a single expansion motion: the Engagement Director and Marketing Strategist surface qualified signals, and you qualify, scope with input from delivery, price, and close. The Engagement Director owns change orders within the existing scope.
- Turn every surfaced signal into a CRM opportunity and close the deal.
Operate the System
- Manage existing-account revenue as an operating system, measuring performance against the Sales & Marketing Performance Dashboard. Keep pricing within the Commercial Operating System and escalate exceptions to the COO or CEO.
SCORECARD KPIS
Three KPIs are tracked for this role on the company scorecard:
- Net Revenue Retention (primary), shared with delivery.
- Renewal rate and gross retention across the book.
- Expansion revenue: qualified, priced, and closed.
QUALIFICATIONS
Required
- 7 to 10+ years in B2B account management, client growth, or commercial roles, with a record of carrying and hitting a number on an existing base, ideally in an agency, professional services, or solutions-selling environment.
- Demonstrated success owning renewals and expansion, including upsell and cross-sell into established accounts.
- A track record of holding senior relationships with buyers and decision-makers and closing considered, relationship-driven engagements.
- Command of pricing and renewal and expansion proposals, with the judgment to protect margin.
- Fluency in Net Revenue Retention, pipeline discipline, forecasting, and CRM rigor, with CRM systems such as Salesforce, HubSpot, or Pipedrive.
Preferred
- Experience serving advanced or industrial manufacturing, industrial technology, or private-equity-backed clients.
- Experience converting project or foundation engagements into recurring retainers.
HOW SUCCESS IS MEASURED
Synapse measures success by outcomes. This role is evaluated on the performance of the existing base, tracked through the three scorecard KPIs above.
OUR CORE VALUES
Synapse hires, reviews, rewards, and recognizes against six core values. This role requires all six, and indexes most visibly on Driven to Win, Deliver Results, and Lead with Integrity.
- Possess a Can-Do Attitude: figure it out and bring solutions, not problems.
- Deliver Results: do what you say you will do, measured by impact.
- Lead with Integrity: earn trust through transparency and honest counsel.
- Pursue Excellence: always raise the bar.
- Driven to Win: compete like it matters, because it does.
- Team Above Self: growth is a team sport.