Vice President of Client Success

Job Description

About LawRank & EverService

LawRank is one of the most respected SEO and digital marketing firms serving the legal industry, working with high-revenue law firms across the country. We’re part of EverService Holdings, a Sunstone Partners-backed portfolio operator with multiple market-leading brands across digital marketing, including LawRank, iLawyer, and RYNO. Our scale gives clients access to best-in-class talent, technology, and capability, while our brand-led structure keeps us close to the firms we serve.

Position Overview

We’re hiring our next Vice President of Client Success to own the entire client experience, lead our CSM organization, and architect the operating layer that turns good account management into a true competitive moat.

You’ll own a portfolio of $14,425,380 in ARR across 108 sophisticated law firm clients, lead a team of 7 Client Success Managers (and the managers above them), and operate as a peer to SEO, paid media, and sales leadership. You’ll report directly to the LawRank President / CEO, present to EverService executive leadership, and have meaningful visibility to the broader PE-backed portfolio, Sunstone Partners-owned, alongside iLawyer and RYNO.

This is an org-builder’s seat. The bones are good, the clients are sophisticated, and the next chapter of Client Success at LawRank gets architected by whoever takes this role.

How We Know You’ll Fit

• You’ve personally built or rebuilt a CS organization before, not just inherited one
• You operate at executive altitude and in the weeds when the moment calls for it
• You ship change in 90 days, not 9 months
• You own outcomes without flinching, wins and losses
• You write tight, think in systems, and treat operating cadence as strategic infrastructure

How We Work

• Remote-first, with quarterly in-person team gatherings
• EOS shop — quarterly rocks, weekly Level 10 meetings, scorecards, and clear accountability charts
• Travel: 15–20% for client QBRs, EverService leadership offsites, and key team gatherings
• Tech stack: [HubSpot / Salesforce], [PM platform], proprietary client reporting

Position Responsibilities

Client Relationships & Retention:

• Serve as the executive sponsor and senior strategic advisor to our highest-value firms
• Build deep trust with managing partners and in-house marketing leads, understand their business goals, not just their marketing campaigns
• Drive a portfolio-wide retention strategy; own the outcome on at-risk accounts
• Maintain best-in-class CSAT and NPS across the book
• Navigate and de-escalate complex client situations with executive composure

Team Leadership & Organizational Leadership:

• Build, lead, and scale the Client Success organization — managers and ICs alike
• Set the bar for hiring, performance, accountability, and culture across the function
• Establish org-wide standards for client communication, QBRs, account reviews, and escalation protocols
• Design the team structure and capacity model that supports LawRank’s growth plan

Revenue Growth:

• Partner with Sales leadership to drive upsell and cross-sell across SEO, AIO/GEO, paid media, content, and website services

• Own quarterly expansion targets; make Client Success a true revenue center

• Build the playbooks and incentives that turn the CS org into a structured growth engine

• Develop structured account growth plans for top-tier clients

Systems, Operations & Strategy:

• Audit and rebuild client success infrastructure (CRM, ticketing, onboarding, reporting, SLAs)
• Design and roll out a scalable operating model, proactive, repeatable, and measurable
• Stand up a leadership reporting framework giving real-time visibility into retention risk, account health, expansion pipeline, and team performance
• Partner cross-functionally with SEO, Paid Media, Sales, and Product to close the loop on systemic issues
• Contribute to strategic planning and leadership reporting on the health of the client base

What Winning Looks Like

First 30 Days:

• Meet every CSM, every CS manager, and every top-25 client stakeholder
• Pressure-test the current CS playbook, tooling, and reporting end-to-end
• Deliver a “current state” memo to leadership: what’s working, what’s broken, what you’ll change first, with an investment ask if needed

First 60 Days:

• Roll out interim fixes to the most painful gaps (onboarding, QBR cadence, escalation paths)
• Establish a weekly account health and retention forecast tied to a real scorecard
• Identify the top 10 expansion opportunities and assign owners

First 90 days:

• Operating model live: new CS rhythm, scorecard, and reporting cadence in place

• Measurable improvement in at-risk account count

• Named expansion pipeline with owners, dollar values, and timelines

• Clear org and capacity plan for the next 12 months

• 10+ years client-facing experience at a digital marketing or professional services agency

• 5+ years leading managers (not just ICs) in a CS, Account Management, or services function

• Track record of building or rebuilding a CS organization at meaningful scale — measured in retention, expansion, and team health

• Hands-on experience designing CS systems (CRM configuration, onboarding workflows, reporting frameworks, SLAs)

• Comfortable presenting to executive leadership, board members, and PE investors

• Experience in regulated or high-touch B2B verticals strongly preferred — legal, financial advisory, medical, dental, or similar. Direct legal marketing experience is a major plus, not a hard requirement

• Bachelor’s degree preferred; equivalent operating experience considered

The total compensation for this salaried opportunity includes a base salary range of $145,000 - $165,000. This is our target compensation package and is subject to multiple factors, including role, level, experience, and location. As you go through our interview process, our hiring team will work with you to identify a competitive base salary within the proposed range.

Interview Process

1. Recruiter screen (30 min)
2. Hiring manager conversation (45 min)
3. Cross-functional panel — Sales, Operations, SEO leadership
4. Working session: present a 90-day plan based on a real CS scenario
5. Final conversation with EverService executive leadership
6. References + offer

• Remote work
• Performance bonus tied to retention, expansion, and CSAT/NPS outcomes
• Major medical insurance + vision + dental
• 401(k)
• Life insurance
• PTO + sick time
• [LTI / equity participation if applicable]

This job description is intended to describe the general nature and level of work being performed by people assigned to this position. It is not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.