Vice President, Client Services

About this role

Department: Client Services

Role: Vice President (12-15 years experience)

Role Overview

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.

Key Responsibilities

Client Growth & Portfolio Leadership

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

Client Partnership & Strategic Leadership

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

Cross-Functional Collaboration

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

Team Leadership & Talent Development

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

Business Development

Contribute to new business efforts including research, strategy development, and pitch support

What Success Looks Like in This Role

Sustained profitable growth and retention across assigned accounts

Strong, trusted relationships with senior client stakeholders

Demonstrated expansion of services and increased account value

High levels of client satisfaction and loyalty

Well-developed, engaged, and high-performing teams

Seamless cross-functional collaboration resulting in efficient, high-quality delivery

Meaningful contribution to broader agency growth and new business success

Required Knowledge and Skill Set

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

Qualifications

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

Experience in media and/or life sciences preferred

Proven track record of building strong client relationships and delivering business impact

Willingness to travel as needed based on client requirements

Why Join Us? At Underscore Marketing, we value our team and invest in their success. We offer competitive compensation and benefits, including health coverage, retirement plans, paid time off, and professional growth opportunities. Our goal is to ensure you feel supported both personally and professionally while contributing to meaningful work in a dynamic, collaborative environment.

Underscore Marketing is a woman-owned, independent agency specializing in life sciences. Since 2002, we've helped clients gain a competitive edge through bold, data-driven promotional strategies that deliver measurable results.

Our team comprises media, strategy, and omnichannel analytics experts who thrive on collaboration, innovation, and results. When you join Underscore, you become part of a dynamic environment where your ideas matter, your growth is supported, and your work helps elevate brands in a competitive healthcare landscape.

If you're passionate about making a difference and want to be part of a team that values integrity, creativity, and results, if that sounds like you, we invite you to share.

Equal Employment Opportunity Statement Underscore is committed to creating a diverse and inclusive workplace. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other protected characteristic under applicable law. We believe that diversity drives innovation and success, and we welcome candidates from all backgrounds to apply.