Vice President, Client Services

Underscore Marketing

About The Position

The Vice President, Client Services, is responsible for leading the strategic direction, growth, and overall health of key client relationships. This role oversees a portfolio of high-value accounts, drives profitable growth, and ensures exceptional client experiences through proactive, consultative partnership. As a senior leader, this individual builds and mentors high-performing teams, fosters cross-functional alignment, and positions the agency as a trusted strategic partner. Success in this role requires anticipating client needs, driving business impact beyond expectations, and consistently delivering value that strengthens long-term partnerships.

Requirements

Deep expertise in client services, account management, and agency operations
Strong business acumen with the ability to manage revenue, profitability, and forecasting
Strategic thinking with the ability to translate client needs into actionable growth plans
Advanced relationship-building and client partnership skills
Proven ability to lead, coach, and scale high-performing teams
Expertise in negotiation, upselling, and organic growth strategies
Excellent communication and influencing skills across all levels
Strong understanding of industry trends, market dynamics, and emerging technologies
Ability to operate effectively in a fast-paced, complex environment
12–15+ years of agency experience in client services, account management, or related roles
Demonstrated success managing complex accounts and driving revenue growth
8+ years of people leadership experience
Willingness to travel as needed based on client requirements

Nice To Haves

Experience in media and/or life sciences preferred

Responsibilities

Lead account strategy across a portfolio of key and/or complex accounts to drive profitable growth and retention
Identify and execute opportunities for organic growth, including upselling and cross-selling services
Oversee account planning, forecasting, and performance tracking to ensure financial health and resource optimization
Participate in high-level client negotiations and strategic discussions
Build and maintain senior-level client relationships, serving as a trusted advisor
Anticipate client needs and deliver proactive, insight-driven recommendations
Ensure consistent delivery of high-quality work that drives measurable client outcomes and satisfaction
Partner with internal teams (e.g., media, strategy, operations) to ensure seamless execution and alignment
Drive a customer-centric mindset across the organization
Identify opportunities to improve processes, efficiency, and overall client delivery
Lead, mentor, and develop a high-performing Client Services team
Create and manage talent plans aligned to client needs and business goals
Establish clear performance expectations, provide ongoing coaching, and support career development
Recruit and onboard top talent
Contribute to new business efforts including research, strategy development, and pitch support