Senior Vice President of Client Services

Description

 The Senior Vice President of Client Services is an executive leadership role responsible for the strategy, leadership, performance, and overall client outcomes of Stirista’s Client Services organization. 

As both a strategic leader and hands-on executive, the Senior Vice President establishes the department’s vision, operating model, performance expectations, and service standards. This role ensures consistent delivery of high-quality, data-driven marketing solutions and a value-focused client experience across Stirista’s portfolio.

The Senior Vice President serves as the executive sponsor for key client relationships, guides complex engagements, and provides leadership during critical client situations. This position partners closely with Growth, Sales, Operations, Product, Analytics, Media, and other departments to align client strategy, improve delivery, support revenue retention and expansion, and strengthen the end-to-end client experience.

This leader is accountable for building a scalable, high-performing Client Services organization that balances client needs, employee development, operational excellence, and Stirista’s business objectives.

Duties and Responsibilities

• Provide executive leadership and strategic direction for the entire Client Services department, including the Client Services Manager, Team Leads, Specialists, and Coordinators.
• Lead through the department’s management structure by establishing clear expectations, decision-making authority, performance standards, and accountability at every level.
• Develop and execute the Client Services strategy, organizational structure, operating model, and long-term roadmap in alignment with Stirista’s growth objectives.
• Oversee the successful execution of client engagements across data, acquisition email, digital media, CDP, analytics, and other Stirista offerings throughout the full account lifecycle—from sales handoff and onboarding through campaign execution, ongoing account management, and monthly or quarterly business reviews.
• Establish department-wide service standards, operating procedures, workflows, escalation protocols, and performance metrics to ensure consistent and scalable client experience.
• Monitor the overall client portfolio for account health, satisfaction, retention risk, delivery challenges, and growth opportunities. Ensure the team proactively identifies and addresses potential issues.
• Ensure clients understand and recognize the value of their partnership with Stirista by guiding the team in delivering thoughtful, insight-driven recommendations aligned with each client’s business and marketing objectives.
• Serve as executive sponsor for strategic and high-value client accounts, building and maintaining relationships with senior client stakeholders and serving as a trusted advisor and escalation point.
• Provide executive leadership and decision-making for complex or high-risk client situations, balancing client expectations, employee capacity, operational requirements, financial impact, and company objectives.
• Build, lead, coach, and develop a high-performing Client Services leadership team while ensuring consistent development and career growth opportunities across the broader department.
• Foster a culture of accountability, collaboration, responsiveness, client advocacy, continuous improvement, and professional development.
• Drive accountability for client outcomes, including client satisfaction, loyalty, retention, expansion, and the quality and timeliness of cross-functional delivery.
• Partner with Growth and Sales leaders to strengthen client transitions, support renewals, identify up-sell and cross-sell opportunities, and contribute to sustainable revenue growth.
• Serve as a subject matter expert in digital marketing, audience targeting, client strategy, and data-driven marketing solutions, providing executive-level guidance to the team and clients.
• Elevate the quality, consistency, and strategic value of client recommendations across the organization.
• Partner with Product, Operations, Media, Analytics, Technology, and other internal departments to improve processes, systems, communication, and employee behaviors that influence the client experience.
• Identify recurring client or delivery challenges, determine root causes, and implement scalable solutions that improve operational efficiency and service quality.
• Establish, monitor, and communicate Client Services performance indicators, trends, risks, and priorities to the executive leadership team.
• Represent the Client Services function in executive leadership discussions, business planning, organizational decisions, and company-wide initiatives.
• Support annual planning, departmental budgeting, resource allocation, technology investments, and other decisions necessary to scale the Client Services organization effectively.

Requirements

Required Skills and Abilities

• Executive-level leadership skills with the ability to establish a vision, translate strategy into execution, and lead a large client-facing organization through other leaders.
• Demonstrated ability to lead, mentor, and develop managers and high-performing client service teams.
• Strong executive presence with outstanding verbal, written, presentation, and relationship-management skills.
• Ability to communicate effectively in both high-level strategic discussions and detailed operational conversations.
• Excellent interpersonal, influencing, and negotiation skills, particularly when aligning internal teams and external clients around shared objectives.
• Strong business judgment and the ability to make sound decisions in complex, sensitive, or high-stakes client situations.
• Proven ability to build scalable processes, service standards, and operating models that support business growth.
• Excellent organizational and operational leadership skills, including the ability to oversee client onboarding, service delivery, project management, and business review cycles.
• Strong analytical and problem-solving skills with the ability to identify root causes, evaluate business impact, and implement sustainable solutions.
• Ability to use client, operational, and financial data to evaluate performance and guide strategic decisions.
• Strong understanding of data-driven marketing, digital media, audience targeting, marketing technology, and how Stirista’s OMNA Identity Graph creates value for clients.
• Ability to manage competing priorities and maintain organizational focus in a fast-paced environment characterized by ambiguity, rapid change, and evolving business needs.
• Ability to delegate effectively while maintaining appropriate oversight and accountability.
• Ability to act with integrity, professionalism, sound judgment, and confidentiality.

Education and Experience

• Bachelor’s degree in business, Marketing, Communications, or a related field required; advanced degree preferred.
• At least 10 years of progressive experience in client services, account management, customer success, marketing strategy, advertising, data-driven marketing, or a related field.
• At least ten years of leadership experience within a client-facing environment, including experience leading managers and multi-level teams.
• Demonstrated experience leading an entire client services, account management, or customer success function within a growing organization.

Stirista Culture

At Stirista, we foster a collaborative and inclusive environment where innovation and teamwork are highly valued. We are committed to employee growth and development and believe in recognizing and rewarding hard work

Our Mission is to help marketers generate revenue with our identity-level data. As marketers ourselves, we know that one-size-fits-all solutions and decayed data don’t work, so we built our modular and real-time OMNA Identity Graph from the ground up to arm you with marketing data that actually works. 

Vision: We remove common roadblocks to help companies acquire, retain, and activate customers effectively, efficiently, and ethically. We believe in a fun, vibrant environment where our unmatched teamwork leads to better innovation for our clients.

Values: At the heart of our company culture, we encourage every team member to make a STIR. This means setting ambitious goals, embracing adaptability, fostering optimism, and maintaining the utmost respect and integrity. 

Strive – Push for progress. We work toward excellence with focus, energy, and a drive to improve every day. 

Think – Stay open. We adapt, challenge assumptions, and approach change with curiosity, not resistance.

Inspire – Lead with belief. We bring positivity into the room, build momentum, and help others see what’s possible.. 

Rally - Show respect. We back each other, listen well, and build strong, trusted relationships that last. 

Employee Benefits

At Stirista, we believe in supporting our team. That's why we offer a robust employee benefits program designed to help you thrive both professionally and personally while working at Stirista. Our offerings include a free medical, dental, and vision plan, a 401(k) with a generous company match of up to 5%, a flexible paid time off policy for vacation, illness, and personal needs, and 9 paid federal holidays.  

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Physical Requirements: 

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up-to 15 pounds at times.
• Ability to adhere to the company's hybrid work policy. This position requires a minimum of three days per week in one of our offices for employees residing within a 30-mile radius of the following locations: San Antonio, TX (HQ), Manhattan, NY, Hauppauge, NY, Boston, MA, or Pompano Beach, FL.