What are the responsibilities and job description for the Vice President of Client Success position at The Social Lights?
Description
At The Social Lights, we’re a band of creative and energetic problem solvers who love nothing more than to help brands and individuals powerfully connect to their consumer by utilizing the power of social media. In other words, We help brands Decode Culture to Activate Fandoms on social media.
The Vice President of Client Success is a senior leadership role dedicated to overseeing and driving the strategic vision for our Client Success discipline. This leader will ensure the health and growth of our client portfolio by fostering strong relationships, delivering impactful social media marketing solutions, and driving excellence. This individual will be responsible for inspiring and continuing to develop a high-performing Client Success team while strategically cultivating new opportunities and ensuring client satisfaction.
Key Responsibilities
The Vice President of Client Success is a senior leadership team member who oversees client relationships, business development, and the agency’s reputation for excellence in social media marketing.
- Define the strategic vision for Client Success, including discipline structure, processes, and talent development to align with agency goals for what is traditionally known as account and project management
- Influence cross-disciplinary, agency-wide leadership decisions (financial targeting, vision-setting, senior leadership collaboration)
- Serve as a strategic advisor to senior clients, identifying opportunities for growth and ensuring alignment with their business and marketing goals
- Foster innovation and proactive problem-solving to anticipate client needs and deliver forward-thinking solutions
- Champion The Social Lights’ mission by ensuring client strategies align with social-first, culture-led approaches
Client Relationship Ownership
- Cultivate and expand senior-level relationships with key client stakeholders, fostering trust and long-term partnerships
- Oversee the development and implementation of retention and growth strategies for the agency’s client portfolio
- Ensure the delivery of exceptional client service, proactively addressing challenges and exceeding expectations
- Serve as a public face of The Social Lights in senior-level client discussions and industry forums
- Drive thought leadership and revenue growth by identifying and developing professional service offerings, packaging agency expertise into scalable solutions, and effectively selling The Social Lights’ capabilities to new and existing clients
Discipline Oversight
- Manage Group Account Directors and other Director-level Client Success employees
- Build, manage, and mentor the Client Success team, fostering a high-performance culture of excellence and collaboration
- Establish career development paths for team members, providing regular feedback and fostering growth opportunities
- Collaborate with cross-functional discipline leaders to ensure seamless integration of social-first solutions across the agency
- Lead efforts to recruit, retain, and develop top talent in the Client Success discipline
- Lead the creation and ongoing iteration of best practice processes and documentation in partnership with the Group Account Directors
Senior Leadership Team
- Participate as an engaged member of the senior leadership team and cross-disciplinary collaboration with the CEO, President, VPs, and Sr. Director team
- Partner with the CEO, President, VP of Social Experience and VP of Strategy to build and maintain senior-level relationships and provide social thought leadership to our clients
- Position the company as a thought leader in its industry by creating and promoting insightful, thought-provoking content that addresses key trends, challenges, and opportunities
- Partner with the President, VP of Social Experience and VP of Strategy to pitch new business
- Act as a steward of company finances and resources, helping to shape and inform the annual budget, company initiatives, financial targets and key decisions made during the annual planning process, quarterly forecasts, monthly financial reviews, and day-to-day oversight of department resources (COGS) and overhead expenses
- Spearhead initiatives with cross-functional leaders including marketing, strategy, client success, and content teams to ensure cohesive alignment and seamless integration of social media endeavors
- Facilitate discipline integration and collaboration; ensuring our process supports our teams and our work
- Collaborate with the Senior Leadership Team on the vision and content for tentpole company events and offsites. This includes attending an annual Senior Leadership retreat, contributing to our Annual Kickoff, leading department offsites, providing department updates, and participating in mid-year re-forecasting exercises
- Actively participate in talent recruitment, hiring, and onboarding strategy for the department and mid-management roles (Senior / Director / Associate); participate in the interview process for VP roles
- Manage a team of Senior / Director / Associates; build and promote career development paths for Direct Reports and within the Content and Care Engagement teams
- Proactively identify and drive thought leadership opportunities by securing speaking engagements, authoring social thought leadership, leading key industry discussions, and engaging in high-profile forums to elevate our reputation, expand our network, and shape the future of social
Travel Expectations
- If not located locally, the Vice President of Client Success will travel to Minneapolis monthly to engage with the team and participate in leadership activities. Additional travel may be required for client engagements and new business opportunities. Expected travel, approximately 25%
Skills, Knowledge and Expertise
- 15 years of progressive agency, marketing and social media experience
- Demonstrated experience navigating ambiguity with confidence, creating clarity, momentum, and a strategic path forward
- Ability to communicate effectively across the senior leadership team, aligning vision and action while leading with an abundance mindset to drive growth and opportunity
- Exceptional communication skills – verbal, written, and presentation
- Experienced in both Keynote and PowerPoint
- Demonstrated knowledge and understanding of social media skills and technology (key tools of the trade)
- Enthusiastic about social media marketing and the future of marketing as a whole
- Ability to operate in a highly agile, fast-paced culture
- Well-organized, strong time management and prioritization skills
- Prior experience in a leadership role managing teams/disciplines, collaborating with peers, presenting to and leading clients, managing external partnerships, participating in new business development
- Ability to effectively build trust and be seen as a dependable partner, internally and externally
- Demonstrated leadership integrity
- This job description is not designed to cover or encompass a comprehensive listing of required activities, duties, or responsibilities. Specific functions may change, or additional ones may be assigned during employment.
Benefits
- Medical Insurance
- Dental Insurance
- Voluntary Vision Insurance
- HSA with Company Contribution
- 401k with Company Match
- Paid Time Off
- Technology Enablement
- Summer Hours Flexible Work Options
- Pet-Friendly Office
- Executive Coaching
- Executive Parking (MN only)
About The Social Lights
WE POWER BRIGHTER FUTURES®
We’re a band of creative and energetic problem solvers who love nothing more than to help brands and individuals powerfully connect to their consumer utilizing the power of social media. In other words, our superpower is transforming social capital into brand equity.
We’re a band of creative and energetic problem solvers who love nothing more than to help brands and individuals powerfully connect to their consumer utilizing the power of social media. In other words, our superpower is transforming social capital into brand equity.
