Vice President of Client Service

Summary

Join Future B2B as their dynamic Vice President of Client Service! Lead a team managing 2,000+ clients across 15 industries, driving client satisfaction, retention, and growth. You will spearhead the strategy and operations of the Client Success organization, focusing on customer experience and key metrics. Collaborate with sales, operations, and delivery teams to implement account-based growth strategies and develop seamless customer journeys. This remote position offers a competitive salary ($165,000-$185,000), uncapped leave, profit sharing bonuses, referral rewards, wellbeing support, and a share incentive plan. Future B2B is committed to diversity and inclusion.

Requirements

• 15+ years of experience in client services and B2B media
• Bachelor’s Degree
• Experience managing a large client base across multiple industries
• Expertise in managing media, custom solutions, live/virtual events, and demand generation services
• Experience executing strategies that drive client retention and satisfaction
• Experience managing a client services organisation serving a diverse customer base from SMB niche market leaders to enterprise multinational corporations
• Knowledge of B2B media products and services
• Experience working across multiple departments and teams
• Experience managing senior stakeholders
• Experience with Salesforce, Tableau, Looker, GAM and ad serving technologies, Asana and project management tools

Responsibilities

• Lead the global B2B client services department, ensuring outstanding service delivery across product lines
• Reimagine and drive strategy for the Client Services department, focusing on key business initiatives, ensuring operations align with organisational goals
• Develop and implement a seamless and integrated customer journey, including onboarding, engagement throughout delivery, satisfaction, retention, and growth
• Lead cross functional work with Sales, Operations, and Delivery leaders to design and implement account-based growth strategies
• Establish consistent client success metrics (adoption, satisfaction, upsell) while proactively identifying and addressing high-risk customers
• Collaborate with sales and delivery teams to develop techniques for delivering on-time and within-budget solutions, increasing efficiency and satisfaction
• Partner with peer leaders to resolve client-blocking issues and manage relationships at the executive level
• Develop best practices for core products, while seeking opportunities to drive new value for clients
• Work with Product and Technology teams to ensure the voice of the customer informs the product roadmap and helps deliver world-class solutions

Preferred Qualifications

MBA

Benefits

• Salary range: $165,000 - $185,000
• Remote based position, with options to go into the New York office
• Uncapped leave
• Bonuses
• Referral rewards
• Wellbeing support with access to our Colleague Assistant Programmes
• Opportunity to purchase shares in Future, with our Share Incentive Plan