Vice President, Client Experience

Apply now: Vice President, Client Experience, location is Remote.

Job Title: Vice President, Client Experience
Location-Type: Remote with 20–25% travel; Eastern Time preferred
Start Date Is: ASAP
Duration: Permanent
Compensation Range: $200,000–$250,000/year, 25% bonus potential

Job Description:
The Vice President of Client Experience will lead and scale the client experience organization, building the systems, technology, processes, and leadership structure required to effectively support a high-volume, tiered customer base of 20,000 publisher sites.

Day-to-Day Responsibilities:

• Own the strategy and future-state vision for a scaled client experience organization supporting 20,000 sites.

• Lead multiple functions across Account Management, Scaled Support, Operations, Technical Account Management/Solutions, and Yield Management.

• Manage and empower directors and managers, ensuring leaders can independently execute against the broader client experience strategy.

• Develop scalable support models for approximately 17,000 customers who are not supported through traditional 1:1 account management.

• Evaluate and improve help centers, ticketing, troubleshooting, customer workflows, and self-service resources.

• Identify opportunities to leverage AI, CRM technology, automation, and other systems to improve the customer experience.

• Create scalable playbooks, reporting structures, processes, and operational frameworks for account and support teams.

• Reduce manual processes and build infrastructure capable of supporting continued customer growth.

• Partner cross-functionally with Product, Operations, Technical, Training, and other teams to improve customer experience and retention.

• Establish a consistent experience across tiered customer segments while balancing high-touch account management with scaled support.

• Coach and empower existing leaders rather than inserting directly into every customer or operational issue.

• Develop infrastructure and processes capable of scaling from 20,000 customers toward 30,000–40,000 .

Requirements:

• Must-Haves:

  • 8–10 years of relevant customer experience, client services, account management, or customer success experience.

  • Senior leadership experience managing managers and multiple layers of an organization.

  • Proven experience supporting and scaling a customer base of 10,000 customers, publishers, or partners.

  • Demonstrated success building scalable customer support, client experience, or account management infrastructure.

  • Experience managing a tiered customer base across high-volume SMB/mid-market customers and higher-touch accounts.

  • Experience working with products, platforms, or services supporting publishers, particularly mid- to long-tail publishers.

  • Strong understanding of scalable support models, self-service strategies, automation, and operational efficiency.

  • Proven ability to use technology, systems, and processes to eliminate manual work and improve customer experience.

  • B2B experience within a mid-sized or scaling organization.

  • Experience developing and empowering managers rather than directly managing only individual contributors.

  • Ability to create a strategic vision while remaining hands-on enough to understand systems, workflows, and operational challenges.

  • Strong cross-functional leadership and change-management skills.

  • Adtech or digital media experience.

  • Experience with publisher-focused technology or platforms.

  • Willingness and ability to travel approximately 20–25%.

• Nice-to-Haves:

  • Experience within the WordPress, web hosting, publisher technology, or adjacent ecosystem.

  • Knowledge of HubSpot or similar CRM/customer support platforms.

  • Experience implementing AI-powered customer support or self-service solutions.

  • Experience scaling customer organizations and infrastructure in preparation for significant customer growth.