VP Client Services

Role overview

This is a senior leadership position focused on client relationship quality, retention, and account expansion. The core question for the role is whether clients feel genuinely supported and invested in across every interaction. Retention and growth matter here, but only as evidence of strong relationships and not as a replacement for them.

The position also has a team-building dimension. You will be responsible for strengthening the account team's ability to create and maintain durable client partnerships, so that excellent service is delivered consistently across the portfolio, not only through your own direct involvement.

The company is at a stage where the business has outgrown a purely operational approach and is ready to invest at the leadership level. This role is newly created because the need for it has only recently emerged.

About the position

The Vice President of Client Services will lead the overall health, growth, and retention of all client relationships. This is not a hands-on execution role; it is a strategic leadership role that defines how the agency builds, maintains, and deepens client partnerships. The leader in this seat will guide a team of 10 account managers, shape the standards for client service, and step in as the senior voice when important relationships require experience, judgment, or stability.

North star

Become the partner clients would struggle to replace, while continuously raising the team's ability to deliver that level of value.

Key responsibilities

• Own the overall condition of the client portfolio and stay close enough to each relationship to understand what is working and what needs attention.
• Manage, coach, and develop a team of 10 account managers so they grow into strong relationship-focused professionals.
• Serve as the senior client contact for high-value accounts, renewal discussions, difficult conversations, and other situations requiring executive-level engagement.
• Identify and pursue opportunities for account expansion within the existing client base and help the team build the same habit.
• Create structures, communication norms, and team routines that make strong client service repeatable and not dependent on one individual.
• Intervene directly when a client relationship needs hands-on attention, own the resolution path, and rebuild confidence quickly.
• Partner with delivery and operations leadership to keep client expectations aligned with actual service delivery.
• Escalate recurring issues and team-wide needs to agency leadership with clear analysis and recommendations.

What success looks like

Success in this role means retention improving over time because clients consistently feel well served across the portfolio. It also means account managers operate like relationship builders rather than task managers, and that the team functions as a cohesive, high-performing group with clear standards and strong leadership behind it.

Additional signs of success include identifying relationship issues early, addressing them before they become losses, and making clients feel like true partners rather than just entries on a list.

What we're looking for

• Eight or more years of experience in client services, account management, or customer success, including at least three years in a team leadership role.
• A proven history of retaining clients and expanding existing accounts organically.
• Strong judgment for reading people, dynamics, and relationship health, with the ability to sense when something is wrong before it is openly stated.
• Demonstrated ability to develop talent and earn trust from both clients and internal colleagues.
• Comfort working in a digital environment and enough strategic fluency to lead high-level client conversations; agency experience is preferred but not mandatory.
• A calm, direct, and solution-oriented approach, especially when situations become complex.

Success metrics

The role is measured by Net Revenue Retention, Expansion Revenue, Client Satisfaction, Account Health, and Team Development.

Benefits

• Medical, dental, and vision coverage for employees
• 401(k) plan with company matching
• Fully remote time-off structure
• Company-paid holidays and wellness days
• Generous paid time off

Compensation

The compensation range is $120,000 to $150,000 annually, plus commission and retention bonuses depending on experience.

Additional notes

This position is intended for a leader who brings energy, high standards, consistency, and conviction. The environment is competitive, performance-driven, and relationship-focused, with a strong emphasis on pride in both client outcomes and internal collaboration. Candidates who are energized by that kind of setting are encouraged to apply.