VP of Client Experience

OverviewWe’re seeking a Vice President of Client Experience to transform and scale our client support and account management function into a world-class, relationship-driven organization. This leader will design the systems, structure, and strategy to evolve a reactive support model into a proactive, high-touch client experience that drives retention, satisfaction, and growth across a large and expanding customer base.Reporting directly to the CEO, this role offers full authority to assess, design, and implement change — both operationally and culturally — within a high-visibility, high-impact function.Key ResponsibilitiesAssess and elevate the current team: Evaluate team performance, structure, and capabilities; identify skill gaps and opportunities to level up service delivery.Transform support into account management: Shift the team from a ticket-based support model to a client relationship management model that prioritizes proactive engagement, retention, and partnership value.Build scalable systems and processes: Implement infrastructure, tools, and workflows that enable consistent, professional client experiences across thousands of accounts.Enhance client retention and satisfaction: Develop strategies to reduce churn and strengthen client loyalty, including response frameworks, feedback loops, and partner success metrics.Develop and coach team leadership: Lead a 30-person team (including 2–3 managers), fostering a culture of accountability, growth, and excellence.Cross-functional collaboration: Partner closely with CRM, Product, Operations, and Training to improve internal enablement, data visibility, and client communication touchpoints.Drive change management: Inspire confidence and consistency across the team; champion structured training, professional development, and process improvement.Scale for growth: Build operational models and staffing strategies to support rapid expansion from ~17K clients to 25K+ while maintaining a high level of service.Strategic reporting: Deliver insights to executive leadership on client trends, retention metrics, and team performance to inform company-wide strategy.RequirementsMust-Haves:10+ years in client success, account management, or customer experience leadershipProven success scaling client-facing teams in a B2B environment (mid-size company experience preferred)Demonstrated ability to transform service/support teams into relationship-driven account management functionsStrong background in building operational infrastructure, systems, and processes to support high client volumeExcellent leadership and team development skills — able to assess, coach, and optimize talent across multiple layersExceptional cross-functional communication and stakeholder management abilitiesHands-on, roll-up-your-sleeves leadership style — comfortable working in the details while setting strategic directionNice-to-Haves:Experience in adtech, SaaS, media, or digital platformsBackground in organizations serving large-scale partner or customer networks (e.g., 10K+ accounts)Experience with CRM optimization and client lifecycle managementBenefits:Medical, Dental, Vision, 401k, PTO, Disability, HSA/FSA, Life Insurance, Etc.