Vice President of Client Success

📋 Description

• Take ownership of the complete client experience and lead the Client Success Management (CSM) organization.

• Design the operational framework for account management.

• Oversee a portfolio generating $14,425,380 in Annual Recurring Revenue (ARR) across 108 law firm clients.

• Manage a team of 7 Client Success Managers.

• Report directly to the President/CEO of LawRank.

• Present insights and updates to the executive leadership team at EverService.

• Enhance client retention while ensuring high levels of Customer Satisfaction (CSAT) and Net Promoter Score (NPS).

• Develop and expand the Client Success organization.

• Collaborate with Sales leadership to enhance upselling opportunities.

⛳️ Requirements

• **10+ years** of client-facing experience in a digital marketing or professional services agency.

• **5+ years** of experience leading managers (not just individual contributors) in a Client Success, Account Management, or service-oriented role.

• Proven history of constructing or revitalizing a Client Success organization at significant scale, as evidenced by retention, expansion, and team wellbeing.

• Practical experience in designing Client Success systems, including CRM configuration, onboarding workflows, reporting frameworks, and Service Level Agreements (SLAs).

• Proficient in presenting to executive leadership, board members, and private equity investors.

• Experience in regulated or high-touch B2B industries is highly preferred—such as legal, financial advisory, medical, dental, or similar. Direct experience in legal marketing is a significant advantage but not a strict requirement.

• A Bachelor's degree is preferred; equivalent operational experience will be considered.

🏝️ Benefits

• Remote work opportunities.

• Performance bonuses linked to retention, expansion, and CSAT/NPS results.

• Comprehensive medical insurance, including vision and dental coverage.

• 401(k) plan.

• Life insurance coverage.

• Paid Time Off (PTO) and sick leave.

• [Long-Term Incentive (LTI) / equity participation if applicable].