VP of Client Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and cultivate the client services team, promoting a culture of high performance and accountability.

• Provide strategic direction and alignment across Creative and Logistics teams to ensure cohesive client delivery and integrated growth strategies.

• Design, implement, and enforce repeatable protocols and processes throughout the client lifecycle that enhance client lifetime value (LTV) and drive net revenue retention—ensuring growth in scope of work, service mix, and expenditure per client, not just renewals.

• Oversee the entire client lifecycle, ensuring exceptional service delivery, satisfaction, and retention across all service lines.

• Act as the primary executive contact for key clients, fostering trusted partnerships and proactively identifying and pursuing opportunities for account growth and expanded service delivery.

• Travel as necessary to lead in-person client planning sessions and coach account teams to independently plan and facilitate these events, building internal capability to allow practice scaling without VP involvement in every engagement.

• Develop and implement strategies to expand existing client engagements and support new business initiatives, including leading growth initiatives beyond Amazon into additional marketplaces and retail media channels such as Walmart, Target, TikTok, and Ulta.

• Collaborate cross-functionally with Creative and Logistics leaders to ensure that capacity planning, prioritization, and execution are aligned with client requirements and agency objectives.

• Work with Operations and Finance to improve standardized Statement of Work (SOW) templates and pricing frameworks for new and expanded service offerings, ensuring consistency, scalability, and margin visibility as the agency expands its service portfolio.

• Establish and manage client feedback loops and database management processes, ensuring the collection and analysis of quantifiable feedback to identify areas of strong performance, upsell/cross-sell potential, and opportunities for improvement.

• Develop and maintain a client health scoring system—tracking metrics such as engagement, performance trends, satisfaction, and service utilization—and create reporting that translates these metrics into clear, actionable insights for the client services team.

• Lead ongoing training and enablement programs for the client services team to ensure consistent, high-quality execution of retention and growth protocols across all accounts.

• Manage the client services profit and loss (P&L), including revenue forecasting, budgeting, and scaling ratios, to maximize profitability and achieve financial targets.

• Analyze financial and performance data—including LTV, net revenue retention (NRR), churn, and expansion revenue—to inform decision-making, refine protocols, and drive continuous improvement within the department.

• Collaborate with cross-functional senior leaders to solve problems, align on goals, and drive resource allocation and business-priority decisions.

• Provide regular reports to executive leadership on client satisfaction, team performance, retention/growth metrics, and financial outcomes.

• Identify and implement opportunities to increase the utilization of AI within the client services team, enhancing time savings and efficiencies.

• Deliver consistent, thought-provoking leadership that helps our clients anticipate future challenges and motivates our team to produce transformative work for our clients' businesses.

⛳️ Requirements

• A minimum of 10 years of experience in client services, account management, or a related leadership role in digital marketing, e-commerce, or agency settings.

• Familiarity with digital advertising, Amazon marketplace management, or e-commerce platforms.

• Experience in developing standardized processes (e.g., SOWs, pricing frameworks, health-scoring systems) in collaboration with Finance/Operations teams within an agency or services business.

• Ability to balance high-level strategic leadership with hands-on execution; comfortable getting involved to support client success, refine processes, and directly guide teams in a lean, small to mid-sized agency environment.

• Must possess agency experience managing a P&L of $20 million or more, including budgeting, forecasting, and financial analysis.

• Proven experience in building and scaling new service offerings or business units.

• Demonstrated ability to design, implement, and enforce scalable processes and protocols across a client services organization.

• Strong analytical and strategic thinking capabilities, with a proven track record of creating programs or protocols that measurably increase client LTV, net revenue retention, or account growth, and the ability to interpret data (LTV, NRR, churn, expansion revenue) and translate it into actionable retention and growth strategies.

• Proven capability to lead, develop, train, and motivate high-performing teams, including cross-functional teams spanning creative, operational, and performance marketing disciplines.

• Strong history of driving client retention, satisfaction, and business growth.

• High emotional intelligence and executive presence.

• Exceptional communication, negotiation, and presentation skills.

• Bachelor's degree in Business, Marketing, or a related field.

🏝️ Benefits

• Competitive base salary and performance bonus, ensuring your results and ambitions are genuinely rewarded.

• Fully remote culture, with collaborative hubs in New York, Boston, Chicago, Denver, Salt Lake City, and Seattle; work from anywhere, but connect where opportunities flourish.

• Comprehensive health, vision, and dental insurance with a minimum company contribution, a 401(k) match to assist in planning for your future, and flexible PTO and wellness days to support your personal and professional well-being.

• Support for career growth, ongoing learning opportunities, a one-on-one leadership coaching program, and structured mentorship opportunities.

• Engaging virtual team events and activities throughout the year.

• Partnership with Talkspace for complimentary mental health support.