Vice President, Client Experience (Retainer)
New York, NY, 10001
Reference ID: 32817943
Date Posted: 08/11/2026
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:
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Own the strategy and future-state vision for a scaled client experience organization supporting 20,000 sites.
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Lead multiple functions across Account Management, Scaled Support, Operations, Technical Account Management/Solutions, and Yield Management.
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Manage and empower directors and managers, ensuring leaders can independently execute against the broader client experience strategy.
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Develop scalable support models for approximately 17,000 customers who are not supported through traditional 1:1 account management.
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Evaluate and improve help centers, ticketing, troubleshooting, customer workflows, and self-service resources.
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Identify opportunities to leverage AI, CRM technology, automation, and other systems to improve the customer experience.
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Create scalable playbooks, reporting structures, processes, and operational frameworks for account and support teams.
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Reduce manual processes and build infrastructure capable of supporting continued customer growth.
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Partner cross-functionally with Product, Operations, Technical, Training, and other teams to improve customer experience and retention.
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Establish a consistent experience across tiered customer segments while balancing high-touch account management with scaled support.
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Coach and empower existing leaders rather than inserting directly into every customer or operational issue.
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Develop infrastructure and processes capable of scaling from 20,000 customers toward 30,000–40,000 .
Requirements:
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Must-Haves:
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8–10 years of relevant customer experience, client services, account management, or customer success experience.
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Senior leadership experience managing managers and multiple layers of an organization.
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Proven experience supporting and scaling a customer base of 10,000 customers, publishers, or partners.
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Demonstrated success building scalable customer support, client experience, or account management infrastructure.
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Experience managing a tiered customer base across high-volume SMB/mid-market customers and higher-touch accounts.
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Experience working with products, platforms, or services supporting publishers, particularly mid- to long-tail publishers.
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Strong understanding of scalable support models, self-service strategies, automation, and operational efficiency.
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Proven ability to use technology, systems, and processes to eliminate manual work and improve customer experience.
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B2B experience within a mid-sized or scaling organization.
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Experience developing and empowering managers rather than directly managing only individual contributors.
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Ability to create a strategic vision while remaining hands-on enough to understand systems, workflows, and operational challenges.
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Strong cross-functional leadership and change-management skills.
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Adtech or digital media experience.
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Willingness and ability to travel approximately 20–25%.
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Nice-to-Haves:
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Experience with publisher-focused technology or platforms.
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Experience within the WordPress, web hosting, publisher technology, or adjacent ecosystem.
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Knowledge of HubSpot or similar CRM/customer support platforms.
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Experience implementing AI-powered customer support or self-service solutions.
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Experience scaling customer organizations and infrastructure in preparation for significant customer growth.
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