Vice President of Client Success, LawRank (An EverService Company)

EverService

3d•Remote

About The Position

LawRank, a respected SEO and digital marketing firm serving the legal industry and part of EverService Holdings, is seeking a Vice President of Client Success. This role will be responsible for the entire client experience, leading the CSM organization, and developing a competitive advantage through excellent account management. The position oversees a portfolio of $14,425,380 in ARR across 108 law firm clients, leads a team of 7 Client Success Managers and their managers, and collaborates with SEO, paid media, and sales leadership. The role reports directly to the LawRank President/CEO, presents to EverService executive leadership, and offers significant visibility within the broader PE-backed portfolio. This is a key organizational building role where the successful candidate will architect the future of Client Success at LawRank.

Requirements

10+ years client-facing experience at a digital marketing or professional services agency.
5+ years leading managers (not just ICs) in a CS, Account Management, or services function.
Track record of building or rebuilding a CS organization at meaningful scale, measured in retention, expansion, and team health.
Hands-on experience designing CS systems (CRM configuration, onboarding workflows, reporting frameworks, SLAs).
Comfortable presenting to executive leadership, board members, and PE investors.
Experience in regulated or high-touch B2B verticals strongly preferred — legal, financial advisory, medical, dental, or similar.
Direct legal marketing experience is a major plus, not a hard requirement.
Bachelor's degree preferred; equivalent operating experience considered.

Responsibilities

Serve as the executive sponsor and senior strategic advisor to the highest-value firms.
Build deep trust with managing partners and in-house marketing leads, understanding their business goals.
Drive a portfolio-wide retention strategy and manage at-risk accounts.
Maintain best-in-class CSAT and NPS across the client base.
Navigate and de-escalate complex client situations with executive composure.
Build, lead, and scale the Client Success organization, including managers and individual contributors.
Set hiring standards, performance expectations, accountability, and culture for the function.
Establish org-wide standards for client communication, QBRs, account reviews, and escalation protocols.
Design the team structure and capacity model to support LawRank's growth plan.
Partner with Sales leadership to drive upsell and cross-sell opportunities across various services.
Own quarterly expansion targets, making Client Success a revenue center.
Build playbooks and incentives to transform the CS org into a structured growth engine.
Develop structured account growth plans for top-tier clients.
Audit and rebuild client success infrastructure, including CRM, ticketing, onboarding, reporting, and SLAs.
Design and roll out a scalable, proactive, repeatable, and measurable operating model.
Establish a leadership reporting framework for real-time visibility into retention risk, account health, expansion pipeline, and team performance.
Partner cross-functionally with SEO, Paid Media, Sales, and Product to address systemic issues.
Contribute to strategic planning and leadership reporting on client base health.