Vice President

Vice President, Client ExperienceThe 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.Willingness and ability to travel approximately 20–25%.Nice-to-Haves:Adtech or digital media experience.Experience with publisher-focused technology or platforms.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.