VP of Client Success (NYC, LA or Toronto)
#paid
This job is no longer accepting applications
See open jobs at #paid.See open jobs similar to "VP of Client Success (NYC, LA or Toronto)" Work In Tech.Customer Service
Posted 6+ months ago
About Us
At #paid, we’re on a mission to empower creators to do what they love—create. Our marketplace connects vetted creators with some of the world’s most iconic brands, like McDonald’s, Samsung, and Disney, fostering authentic collaborations that drive real business results. We’ve built a marketplace that solves big challenges in the creator ecosystem, from fair pricing to algorithmic matching and content usage rights, ensuring every partnership is seamless and impactful.
With our proprietary technology and an unwavering commitment to trust and transparency, we’re revolutionizing the way brands and creators come together to make magic. Rated #1 for customer support and managed services, #paid is leading the creator marketing space. Through innovative technology and a team of ambitious humans, we're transforming the future of the creator economy.
The Role
We are seeking a strategic and growth-oriented leader to serve as our Vice President of Growth & Client Success. You will lead our client segments—Velocity, Strategic Accounts, and Key Accounts—owning both the delivery and expansion of client partnerships. This role requires deep platform expertise (Meta, TikTok, Snap, Pinterest, Youtube, etc.), strong media acumen, and a track record of scaling high-performing delivery teams in fast-paced environments.
Responsibilities
- Help brands achieve meaningful outcomes through #paid by consistently delivering on their objectives, building long-term partnerships, and enabling them to win with creators
- Develop strategy and lead execution across our client portfolio, tailoring approaches for SMB, strategic, and enterprise segments
- Build, coach, and scale a best-in-class team across Client Success, Account Management, and Delivery
- Implement systems and frameworks that improve client satisfaction, campaign performance, and operational efficiency
- Collaborate with Sales, Product, Marketing, and Strategy to continuously elevate the client experience and campaign outcomes
- Drive retention and expansion by identifying client needs, delivering measurable value, and turning success into long-term growth
- Apply deep media expertise to guide both internal teams and clients, helping brands make data-informed decisions across paid social and digital channels
- Act as an executive sponsor for key accounts to ensure strategic alignment and satisfaction
- Track and align department operations with budget, proactively addressing risks and optimizing for future success
- Own hiring, onboarding, and development of high-performing Client Success talent, including incentive structures that foster accountability and retention
To be successful, you'll need to
- Directly manage and mentor Client Success team members and managers across all client segments, with a focus on high-touch enterprise accounts
- Deliver on key team metrics including retention, expansion, and Net Promoter Score (NPS) — currently industry-leading at 70+
- Take ownership of employee Net Promoter Score (eNPS), actively working to improve team engagement and overall performance
- Lead weekly Client Success team meetings, transforming insights into scalable improvements and initiatives
- Partner with Client Success Managers to identify patterns and pain points, translating them into impactful strategies
- Run monthly cross-functional account reviews with Sales, Strategy, and CS to align on growth opportunities and mitigate risks
- Hold regular 1:1s with team members to support their development, particularly in executive communication, value articulation, and risk identification
- Meet weekly with the CCO to align on progress, unblock challenges, and iterate on operational improvements
- Conduct quarterly performance reviews and co-create development plans with Client Success Managers
- Work cross-functionally with Product, Marketing, Sales, and Data teams to solve challenges and identify strategic opportunities
About you
- 10+ years in client-facing roles within digital media, social, or agency environments, with 6+ years in leadership roles
- Extensive knowledge of paid social platforms (Meta, TikTok, Snap, Pinterest, YouTube, etc.) and how they influence brand and performance strategies
- Proven track record of growing and managing enterprise client relationships
- Demonstrated ability to lead, scale, and retain high-performing cross-functional teams
- Strong operational acumen with a knack for systems thinking, process improvement, and efficiency gains
- Executive-level communication skills and experience engaging senior client stakeholders
- Analytical and data-driven mindset with experience owning and reporting on KPIs
- Comfortable with ambiguity and confident navigating growth-stage environments while driving strategic clarity
Why #paid
- We are a group of passionate and thoughtful people working together to fundamentally change the way brands are built while empowering creators to make a living doing what they love
- We are growing quickly! Plus, #paid is the highest-rated platform on the popular G2 Crowd software review website
- We have all the fun perks you’d expect—flexible vacation policy, competitive vision, dental and health benefits, team offsites and working hubs, and socials (yes, even remotely!)
- We invest in our team members, with L&D budgets and RRSP/401K Matching Programs
- We are proud of our culture and care about it deeply—we live by our team values and are always trying to make #paid a better company today than it was yesterday
- We empower learning through meaningful career progression and the autonomy to test new ideas
Equal Employment Opportunity
#paid is an equal opportunity employer and as such, we do not discriminate on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other characteristic protected by applicable laws.
We are dedicated to growing a diverse team of highly talented individuals and creating an inclusive environment where everyone feels empowered to bring their best and authentic selves to work.
If you require any accommodations during the recruitment process, whether it be alternate forms of material, accessible meeting rooms, etc., please let us know and we will work with you to meet your needs.
This job is no longer accepting applications
See open jobs at #paid.See open jobs similar to "VP of Client Success (NYC, LA or Toronto)" Work In Tech.
