Vice President of Client Services

About Envision Horizons

Envision Horizons is a worldwide marketplace growth partner focused on Amazon, Walmart, and other major retail media ecosystems. The company helps brands improve awareness, win market share, and grow profitability through data-led strategy and execution. Its culture emphasizes trust, curiosity, shared expertise, flexibility, and meaningful individual impact within a fast-moving eCommerce environment.

Role Overview

The Vice President of Client Services will lead client-facing teams, strengthen client satisfaction, and ensure the team is structured to scale efficiently. This role is responsible for creating and enforcing repeatable operating standards that increase client lifetime value and net revenue retention by expanding client business, broadening service scope, and improving service mix and spend over time.

In addition to Client Services, this leader will oversee the coordination of Creative and Logistics execution so these functions work together smoothly in support of client strategy and delivery. The role also supports the company’s move beyond Amazon into a broader full-service marketplace and retail media model.

The ideal candidate is highly organized, strong in implementation, and comfortable driving process discipline and accountability in a growing organization. This person will also collaborate with senior leadership on strategy, problem-solving, and major business decisions, while bringing proven agency leadership experience, P&L ownership, and a track record of balancing revenue growth with operational efficiency.

Key Responsibilities

• Lead, coach, and develop the client services organization while promoting accountability and strong performance.
• Provide strategic direction across Creative and Logistics teams so client delivery remains integrated and effective.
• Create, roll out, and enforce scalable client lifecycle processes that improve retention, expand scope, and raise client spend rather than relying only on renewals.
• Own the client relationship lifecycle end to end, ensuring high-quality service delivery, retention, and satisfaction across all offerings.
• Serve as the executive contact for priority clients, building trusted relationships and identifying expansion opportunities proactively.
• Travel when necessary to run in-person client planning sessions and teach account teams to lead these sessions independently.
• Support growth into new marketplaces and retail media channels, including Walmart, Target, TikTok, and Ulta.
• Work with Creative and Logistics leaders on capacity planning, prioritization, and delivery alignment.
• Partner with Operations and Finance to improve SOW templates and pricing structures for new and expanded services, with clarity on consistency, scalability, and margin impact.
• Build systems for collecting and analyzing client feedback to surface wins, improvement areas, and cross-sell or upsell opportunities.
• Own a client health scoring framework that tracks engagement, performance, satisfaction, and service usage, and convert those insights into action plans.
• Design and run training and enablement programs that keep retention and growth practices consistent across the team.
• Manage the client services P&L, including forecasting, budgeting, and scaling ratios, to support profitability and financial targets.
• Review key performance and financial metrics such as LTV, NRR, churn, and expansion revenue to guide improvements and decisions.
• Partner with senior leaders across functions to resolve problems, align priorities, and allocate resources effectively.
• Provide regular reporting to executive leadership on client satisfaction, team performance, retention, growth, and financial results.
• Identify opportunities to introduce AI tools and workflows that create time savings and operational efficiency for the team.
• Deliver strategic thought leadership that helps clients anticipate market shifts and challenges the team to produce transformative work.

Requirements

• At least 10 years of experience in client services, account management, or a similar leadership role within digital marketing, e-commerce, or agency settings.
• Background in digital advertising, Amazon marketplace management, or e-commerce platforms.
• Experience building standardized operational systems such as SOWs, pricing models, and client health scoring in partnership with Finance and Operations.
• Ability to operate strategically while still contributing hands-on in a lean to mid-sized agency environment.
• Agency experience owning a P&L of $20M or more, including budgeting, forecasting, and financial analysis.
• Experience launching and scaling new services or business units.
• Demonstrated success creating and enforcing scalable client services processes and protocols.
• Strong analytical and strategic skills, with a history of improving client LTV, net revenue retention, or account growth through structured programs.
• Ability to interpret data such as LTV, NRR, churn, and expansion revenue and turn it into retention and growth actions.
• Proven ability to lead, train, and motivate high-performing teams across creative, operational, and performance marketing functions.
• Strong record of improving client retention, satisfaction, and business growth.
• High emotional intelligence and executive presence.
• Excellent communication, negotiation, and presentation abilities.
• Bachelor’s degree in Business, Marketing, or a related discipline.
• Preferred: senior brand-side experience managing cross-functional teams and complex, high-value client relationships across multiple industries.
• Preferred: entrepreneurial mindset suited to a fast-paced, remote-first environment.
• Preferred: familiarity with measurement software, programmatic media, or affiliate marketing.

Benefits and Perks

• Competitive base pay plus performance bonus.
• Fully remote work model, with collaborative hubs in New York, Boston, Chicago, Denver, Salt Lake City, and Seattle.
• Health, vision, and dental coverage with a minimum company contribution.
• 401(k) match.
• Flexible PTO and wellness days.
• Career development support, ongoing learning, 1:1 leadership coaching, and structured mentorship.
• Virtual team events and activities throughout the year.
• Free mental health support through Talkspace.

Why This Role

• Work in a values-led environment built on leadership, execution, curiosity, and humility.
• Join a team that offers mentorship, upskilling, and clear opportunities for career growth.
• Have meaningful influence in a company that is small enough for your voice to matter and large enough to work with major brands.
• Enjoy real flexibility with remote autonomy and collaborative teamwork.

Equal Opportunity and Recruitment Notice

Envision Horizons is committed to inclusive hiring and welcomes applicants from all backgrounds. The company is an equal opportunity employer and does not discriminate based on race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other legally protected status.

The company has also issued a recruitment fraud warning: it will never request personal financial information, money, or payments during hiring. It does not use Telegram or other informal messaging apps for interviews or official communication. Legitimate messages come from email addresses ending in @envisionhorizons.com, and interviews are handled only through official channels, including email and Ashby. Suspicious contact should be reported to trust@envisionhorizons.com.

Compensation

Estimated compensation range: $225,000 to $250,000.