[Hiring] VP of Client Services @Envision Horizons LLC

Role Description

Envision Horizons is seeking a dynamic and strategic Vice President of Client Services to lead our client-facing teams, drive client satisfaction, and ensure proper scaling ratios of the team. This role is responsible for building and enforcing the protocols that increase client lifetime value (LTV) and net revenue retention (NRR)—not just retaining clients, but systematically growing their business and expanding the scope of services we deliver for them.

This leader will oversee not only Client Services but also the cross-functional execution of our Creative and Logistics functions, ensuring seamless integration of these capabilities into client strategy and delivery. They will be responsible for aligning these disciplines to drive holistic client outcomes, operational efficiency, and scalable growth.

In addition to overseeing our Amazon-focused services, this position will play a pivotal role in leading our expansion beyond Amazon and guiding our transformation into a full-service marketplace and retail media agency. The ideal candidate is highly organized, has strong implementation skills, and is comfortable enforcing processes and accountability across a growing team.

How You'll Make An Impact

• Lead, mentor, and develop the client services team, fostering a culture of high performance and accountability.
• Provide strategic oversight and alignment across Creative and Logistics teams to ensure cohesive client delivery and integrated growth strategies.
• Design, implement, and enforce repeatable protocols and processes across the client lifecycle that increase client LTV and drive net revenue retention.
• Oversee the full client lifecycle, ensuring exceptional service delivery, satisfaction, and retention across all service lines.
• Act as the executive point of contact for key clients, building trusted partnerships and proactively identifying and executing on opportunities for account growth.
• Travel as needed to lead in-person client planning days, and coach and train account teams to independently plan and facilitate these sessions.
• Develop and execute strategies to expand existing client engagements and support new business initiatives.
• Partner cross-functionally with Creative and Logistics leaders to ensure capacity planning, prioritization, and execution are aligned with client needs.
• Partner with Operations and Finance to enhance standardized SOW templates and pricing frameworks for new and expanded service offerings.
• Build and manage client feedback loops and database management processes.
• Develop and own a client health scoring system—tracking metrics such as engagement, performance trends, satisfaction, and utilization of services.
• Lead ongoing training and enablement programs for the client services team.
• Manage the client services P&L, including revenue forecasting, budgeting, and scaling ratios.
• Analyze financial and performance data to inform decision-making and drive continuous improvement.
• Collaborate with cross-functional senior leaders to problem-solve and align on goals.
• Report regularly to executive leadership on client satisfaction, team performance, retention/growth metrics, and financial outcomes.
• Identify and execute opportunities to increase the use of AI within the client services team.
• Deliver consistent, provocative thought leadership that helps our clients see around corners.

Qualifications

• 10+ years of experience in client services, account management, or a related leadership role.
• Experience with digital advertising, Amazon marketplace management, or e-commerce platforms.
• Experience developing standardized processes in partnership with Finance/Operations teams.
• Ability to balance high-level strategic leadership with hands-on execution.
• Must have agency experience owning an agency P&L of $20M or more.
• Experience building and scaling new service offerings or business units.
• Proven ability to design, implement, and enforce scalable processes and protocols.
• Strong analytical and strategic thinking skills.
• Proven ability to lead, develop, train, and motivate high-performing teams.
• Strong track record of driving client retention, satisfaction, and business growth.
• High EQ and executive presence.
• Excellent communication, negotiation, and presentation skills.
• Bachelor's degree in Business, Marketing, or a related field.

Preferred

• Experience in a senior brand-side role.
• Entrepreneurial mindset and ability to thrive in a fast-paced, remote-first environment.
• Familiarity with measurement software, programmatic media, or affiliate marketing.

Benefits

• Competitive base salary and performance bonus.
• Fully remote culture with collaborative hubs in multiple cities.
• Comprehensive health, vision, and dental insurance.
• 401(k) match to plan for your future.
• Flexible PTO and wellness days.
• Career growth support and ongoing learning opportunities.
• Engaging virtual team events and activities throughout the year.
• Partnership with Talkspace for free mental health support.