VP, Client Services

About the role

You’re collaborative, strategic, can both build a team and nurture client relationships, have experience retaining an agency client base and supporting growth, and you’re looking for a new challenge. If this sounds like you, our VP of Client Services role might be a fit.

Responsibilities

• Oversee the account management team, ensuring continued success (retention and support of growth) of the client base through team development, client relationship management, and internal collaboration to drive production efficiency and excellence.
• Build and maintain relationships with marketing decision makers in healthcare, coach a team to do the same, and manage project management, contract management, account strategy and issue resolution.
• Manage reporting of the same to senior leadership and collaborate with other internal leaders on strategic initiatives.
• Directly impact the growth of the organization while working with an amazing team.

Requirements

• People Leadership & Organizational Development: Proven ability to manage workload distribution and account allocation based on individual skill sets, cultural fit, and agency resourcing requirements.
• Talent Acquisition & Onboarding: Experience recruiting, hiring, and onboarding high-caliber talent that aligns with core values and delivers immediate impact.
• Performance Coaching: A dedicated mentor capable of providing ongoing coaching on internal project management and external client navigation.
• Culture & Accountability: Ability to foster a culture of accountability regarding timelines, client lifecycle and revenue, and deliverables, while collaborating with HR to proactively manage personnel development and issues.
• Professional Growth: Committed to identifying and facilitating skill development opportunities to ensure the team remains best-in-class.
• Lifecycle Vision: Strategic oversight of the end-to-end client journey, from initial onboarding through long-term retention and renewal.
• Revenue Management: Expertise in managing contract reviews and renewal cycles, ensuring all financial reporting is accurately maintained within HubSpot CRM for senior leadership.
• Executive Relationship Management: Ability to build and sustain "trusted advisor" status with C-suite stakeholders and key decision-makers.
• Growth Strategy: Collaborative mindset to partner with the Sales team in identifying, pursuing, and closing organic growth opportunities within the existing portfolio.
• Risk Mitigation: Proactive identification of account "red flags" with a proven track record of developing intervention strategies to prevent churn.
• Healthcare Marketing Strategy & Thought Leadership: Deep understanding of the healthcare marketing ecosystem, specifically in performance media, SEO, measurement/analytics, and brand strategy.
• Thought Leadership: Ability to translate client successes into industry-leading case studies and content that bolsters the agency’s reputation.
• Strategic Collaboration: Capability to lead high-level marketing strategy sessions with clients, ensuring technical metrics (at the channel level) align with their overarching business goals.
• Innovation & Experimentation: A contributor to product and service innovation, testing new methodologies to solve unique healthcare marketing challenges.
• High-Stakes Communication: Exceptional written and verbal communication skills, with the ability to command a room and present confidently in high-pressure situations.
• Critical Thinking & Problem Solving: A proactive, inquisitive approach to client services, viewing every challenge as an opportunity for a creative solution.
• Cross-Functional Synergy: Proven ability to collaborate with cross-departmental leaders to improve agency processes, training, and strategic initiatives.
• Culture: An energetic, self-motivated personality that boosts team morale and fosters a positive, collaborative environment.
• Operational Excellence & Experience: A minimum of 10 years in healthcare or marketing agency client services, with at least 3 years specifically focused on building and scaling client service teams.

Who We Are

True North Custom is an integrated healthcare marketing agency. We primarily support two key client initiatives - driving service line volumes and building brands - through integrated strategies that thoughtfully blend the right mix of digital advertising, content marketing, SEO initiatives, print, social media engagement, provider marketing and more. We believe excellence, stewardship, transparency and continuous improvement drive the best possible outcomes on our clients’ behalf.

What We Offer

• Competitive compensation and benefits package
• Flexible work schedules, 100% remote work, and unlimited PTO
• A customer-centric culture that embraces excellence, urgency, diversity, creativity and open communication
• A collaborative environment that fosters mutual respect and enhanced results
• Cultivation of each team member’s talent and leadership abilities through continuing education, and a commitment to offering opportunities for internal career growth

Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to remain stationary with long sitting times in a remote work environment; move, lift, and/or move up to 15 pounds. The employee must regularly sit, use hands to finger, handle, or feel; reach with hands and arms, communicate.

Specific vision abilities required by this job

Specific vision abilities required by this job include close vision

Equal Opportunity Employer

True North Custom (“TNC”) is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. TNC is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at TNC are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age physical, mental or sensory disability, HIV status, sexual orientation, gender identify and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or generic information, family or parental status, or any other status protected by the laws or regulations of the locations where we operate. TNC will not tolerate discrimination or harassment based on any of these characteristics.