Vice President, Global Client Services

We are looking for an exceptionally awesome Vice President, Global Client Services, to join our team at ROI·DNA. 

Our Values

• We are a culture-first company
• We care about our people, who are the heart of our success
• We believe we are better together
• We are passionate marketers who are highly self-motivated and care about our work and community
• We take pride in our commitment to an inclusive culture
• We are inventive, always do it right, bring our whole self, and above all, no assholes allowed
• #WeAreROIDNA

About You

 

You’re a global-minded leader who knows how to oversee complex client services teams with clarity and impact. You ensure accounts are not only well-managed, but consistently exceed expectations—driving both client satisfaction and long-term revenue growth. As a key member of the ROI·DNA US Executive Leadership and Global Leadership teams, you contribute meaningfully to business planning and strategy, always with a focus on elevating performance and client value.

You’re deeply embedded in the day-to-day—working alongside account managers, strategists, and delivery teams to ensure client expectations are not just met, but exceeded. You bring a sharp eye for improvement, always looking for smarter, more efficient ways to support both your team and your clients. You’re hands-on in building and strengthening account management talent—partnering closely with P&C and Operations to recruit, train, and grow high-performing teams. Collaborative by nature, you work seamlessly with leaders across the business to drive collective success and deliver results that matter.

You build strong, trust-based relationships with key client stakeholders and always keep communication open, transparent, and proactive. You have a sharp pulse on client health, anticipating needs before they arise and taking action to ensure expectations are consistently exceeded. Working closely with the SVP, Growth & Client Services, you bring a steady hand to complex relationships—knowing when to lean in, when to escalate, and always staying focused on delivering long-term value.

 

Responsibilities

• Client Experience: Build deep, trusting client relationships and employ a consultative approach across the team to ensure high levels of client satisfaction and retention.
• Partnership: Serve as exec sponsor with select clients.
• Client Growth: Identify opportunities to expand revenue with existing clients through new services, including ROI·DNA AI Lab products.
• Team Leadership: Oversee the Client Services and Resourcing/Operations team, growing individuals and fostering a culture of collaboration both in-region and across our regional teams.
• Client Health, Operational Analysis & Enhancement: Monitor account metrics and KPIs, providing regular performance management to leadership. Identify trends and areas for improvement to optimize account management activity and processes.
• Reporting & Operations: Enable account-level profitability and operational excellence via data-driven resourcing management and efficient planning.
• Business Partner: Be a key member of our senior leadership team and partner with other leaders cross-functionally to ensure the account management team is able to effectively support all service delivery teams.
• Collaboration is Key: Work seamlessly across all agency groups and collaborate globally with Hotwire.

What You’ll Be Doing

Client Services Leadership

• Drive the transformation of the Client Services team into client experience and growth leaders.
• Understand client business goals, KPIs, dynamics, and ecosystem; lead the CS team in generating solutions to work within a client’s ecosystem and reach goals.
• Enable the client relationships.
• Measure and reduce churn rate. Enable and coach the team in building strong client relationships that lead to strong retention (80%+ for retainer clients) and expansion (40%+ of project-based clients sign for additional projects or retainer).
• Ensure the client team operates from a shared vision of client management and consultation.
• Ensure the team has the right systems, checkpoints, and escalations to retain our clients.
• Anticipate client flags and train the team on how to avoid potential pitfalls and how to manage problems when they arise, being the escalation contact for client issues the team has a difficult time managing.
• Drive efficient resourcing, ensuring planned, utilized and scoped time against projects and deliverables are accurate, and that inconsistencies are addressed and improved for the future.
• Partner with Growth team to identify and act on sales opportunities within existing accounts and support handoff of new clients to Client Services team.
• Train account team to develop skills to uncover and pursue client growth opportunities.
• Partner with functional leaders to build accurate SOWs.
• Ensure account budgets are managed well, maintaining minimal over-service and that any overages are flagged to Finance proactively, with a plan to recover spend.
• Partner with finance to build reporting capabilities that support budget management and work with teams to understand data and budget performance trends.

People Leadership

• Lead Client Services and Resourcing/Operations teams comprising personnel at varying levels.
• Develop team members through role clarity and growth plans.
• Proactively address and manage performance challenges.
• Manage team billability and utilization to targets.
• Oversee contractor resources, as needed.

Business Leadership

• Serve as a member of the executive and global leadership teams, contributing to business planning, strategy and execution.
• Improve cross-team collaboration and trust by gaining buy-in from other ROI·DNA teams, and ensuring the Client Services team is able to deliver in support of internal team needs and client expectations.
• Work with cross-functional leaders to develop new or expanded service offerings or SOWs.

What you have

• 10+ years of experience in Account Management or Client Services, with at least five years in B2B marketing.
• Exceptionally strong leadership skills, experience managing a team of 10+, ideally with experience across global teams.
• Proven track record in growing and mentoring team members.
• High EQ.
• Strong account management and organizational skills.
• Creative problem-solving skills.
• Superb communication skills - verbal and written.
• Professional and respectful communication style with clients.
• Strong time management skills.
• Proven ability to meet tight deadlines and prioritize multiple tasks with changing priorities.
• Ability to multitask and focus on multiple projects and details in a fast-paced environment.
• Possess a sense of urgency with the ability to make timely and sound decisions under pressure.
• Fluent in Google Applications, Asana, MS Office, and Internet marketing tools; adept at learning other software platforms.

Company Perks

• 100% remote 
• Medical, Dental, Vision, Pre-tax medical & dependent care FSAs
• 401(k) matching program
• Flexible Time Off
• Up to 12 weeks of Parental leave
• Monthly stipends for wellness, mobile, and at-home WiFi use
• Quarterly volunteer hours
• Company-paid certifications 
• Performance reviews, opportunities for feedback, and 1x1s with anyone you want, whenever you want

What We Offer

• 100% remote work environment.
• Opportunity to work with a dynamic and inclusive team.
• Professional development and growth opportunities

The anticipated salary range for this position is $151,400K-$227K per year. Salary is determined by skills, experience, qualifications, alignment with market data, as well as internal and external equity.

About ROI·DNA

ROI·DNA, part of Hotwire Global and The Enero Group, is a full-service digital marketing agency delivering category-leading solutions to accelerate revenue for leading brands worldwide. 

From crafting bespoke Account-Based Experiences (ABX) for Fortune 500 companies to developing and designing future-proofed websites for hyper-growth companies, the agency focuses on driving radically successful outcomes for their B2B clients. 

Technology-led, ROI·DNA has developed exclusive top-tier partnerships with 6sense, Google, and Drift, helping drive over $12B in revenue for leading tech innovators including Elastic, Mollie, Drift, Salesforce, Amazon Web Services (AWS), and Cockroach Labs. 

Launched in 2009, ROI·DNA is a culture-first company built on doing it right, being inventive, encouraging employees to bring their whole selves, and maintaining a strict zero asshole policy. They exist to make a ginormous impact on their clients, their team, and the entire digital marketing world.