EverService
digital marketing
VicePresidentofClientSuccess
“Vice President of Client Success at EverService. Skills: Client Experience Ownership, CSM Organization Leadership, Operating Layer Architecture, Client Relationships & Retention, Team Leadership & Organizational Leadership, Revenue Growth, Systems, Operations & Strategy. Own the entire client experience. Lead our CSM organization”
What You'll Achieve.
Own the entire client experience; Own a portfolio of $14, 425, 380 in ARR across 108 sophisticated law firm clients; Lead a team of 7 Client Success Managers (and the managers above them); Ship change in 90 days, not 9 months; Own outcomes without flinching, wins and losses; Drive a portfolio-wide retention own the outcome on at-risk accounts; Maintain best-in-class CSAT and NPS across the book; Build, lead, and scale the Client Success organization; Own quarterly expansion make Client Success a true revenue center; Deliver a 'current state' memo to leadership: what's working, what's broken, what you'll change first, with an investment ask if needed; Roll out interim fixes to the most painful gaps (onboarding, QBR cadence, escalation paths); Establish a weekly account health and retention forecast tied to a real scorecard; Identify the top 10 expansion opportunities and assign owners; Operating model live: new CS rhythm, scorecard, and reporting cadence in place; Measurable improvement in at-risk account count; Named expansion pipeline with owners, dollar values, and timelines; Clear org and capacity plan for the next 12 months; Performance bonus tied to retention, expansion, and CSAT/NPS outcomes
Industry & Context.
Navigate and de-escalate complex client situations; Close the loop on systemic issues
15–20% travel for client QBRs, EverService leadership offsites, and key team gatherings, Quarterly in-person team gatherings
What They're Looking For.
Must Have
10+ years client-facing experience at a digital marketing or professional services agency, 5+ years leading managers (not just ICs) in a CS, Account Management, or services function, Track record of building or rebuilding a CS organization at meaningful scale — measured in retention, expansion, and team health, Hands-on experience designing CS systems (CRM configuration, onboarding workflows, reporting frameworks, SLAs), Comfortable presenting to executive leadership, board members, and PE investors
Nice to Have
Experience in regulated or high-touch B2B verticals strongly preferred — legal, financial advisory, medical, dental, or similar., Direct legal marketing experience is a major plus, not a hard requirement
What You'll Do.
Own the entire client experience
Lead our CSM organization
Architect the operating layer that turns good account management into a true competitive moat
Serve as the executive sponsor and senior strategic advisor to our highest-value firms
Build deep trust with managing partners and in-house marketing leads
understand their business goals
not just their marketing campaigns
Drive a portfolio-wide retention own the outcome on at-risk accounts
Maintain best-in-class CSAT and NPS across the book
Navigate and de-escalate complex client situations with executive composure
and scale the Client Success organization — managers and ICs alike
Set the bar for hiring
and culture across the function
Establish org-wide standards for client communication
and escalation protocols
Design the team structure and capacity model that supports LawRank's growth plan
Partner with Sales leadership to drive upsell and cross-sell across SEO
Own quarterly expansion make Client Success a true revenue center
Build the playbooks and incentives that turn the CS org into a structured growth engine
Develop structured account growth plans for top-tier clients
Audit and rebuild client success infrastructure (CRM
Design and roll out a scalable operating model
Stand up a leadership reporting framework giving real-time visibility into retention risk
Partner cross-functionally with SEO
and Product to close the loop on systemic issues
Contribute to strategic planning and leadership reporting on the health of the client base
How You'll Work.
Team & Collaboration
Operate as a peer to SEO, paid media, and sales leadership; Partner cross-functionally with SEO, Paid Media, Sales, and Product to close the loop on systemic issues; Partner with Sales leadership to drive upsell and cross-sell
Communication Scope
Present to EverService executive leadership; Presenting to executive leadership, board members, and PE investors; Client communication
Process & Methodology
Design and roll out a scalable operating model, Design the team structure and capacity model, Develop structured account growth plans
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