Remote VP, Client Services — Member Success & Growth

Hiringplatform; Las Vegas (NV); Remote; USD 150,000 - 210,000; Full time

Benefits offered by this job

WFH stipend

Apparel allowance

401k options

Sick time policy

Floating holidays

Vacation time

Employee discounts

Remote work environment

Job summary

AVB is seeking a strategic Vice President of Client Services to lead the end-to-end member experience for our network of independent retailers. This executive will guide onboarding, engagement, retention, and program adoption while developing the client services team and ensuring measurable value from membership.

The ideal candidate has a proven track record in driving retention, satisfaction and program adoption, with expertise in CRM and executive communication.

Qualifications

• 5+ years leading managers and multi-level teams.
• Proven record of improving retention, satisfaction and program adoption with measurable results.
• Experience owning a department budget and building KPI dashboards.
• Strong working knowledge of CRM platforms, ideally Salesforce.
• Excellent executive communication, presentation and negotiation skills.
• Ability to travel 20–30%, including internationally.
• Member-first mindset with sound business judgment.
• Team building and talent development.
• Cross-functional collaboration and influence.

Responsibilities

• Set the client services vision, strategy and annual plan, aligned with company growth and retention goals.
• Build, lead and develop a high-performing team; set clear goals, coach managers and plan succession.
• Own the department budget, staffing model and service-level standards.
• Serve on the senior leadership team and represent the member's voice in company decisions.
• Design and continuously improve the member lifecycle: onboarding, adoption, renewal and growth.
• Drive retention and renewal; identify at-risk members early and lead save strategies.
• Act as executive sponsor for key and strategic member accounts and escalated issues.
• Run regular member satisfaction measurement (NPS, surveys, advisory councils) and act on the results.
• Increase member participation in core programs — purchasing, marketing, e-commerce, financing and technology services.
• Partner with Merchandising, Marketing and Digital teams to launch new programs and train members on them.
• Show members clear ROI from their membership through business reviews and performance reporting.
• Set and report KPIs for service quality, response time, retention and program usage.
• Oversee CRM (Salesforce) processes, data quality and member reporting.
• Standardize playbooks, tools and workflows so service is consistent across regions and teams.
• Partner with vendors and suppliers on member-facing support where programs overlap.

Skills

Leadership

Retention improvement

Budget management

CRM proficiency

Executive communication

Travel willingness

Team building

Cross-functional collaboration

Education

Bachelor's degree in business/marketing or related

10+ years in client services / customer success

Tools

Salesforce

Job description

AVB is seeking a strategic Vice President of Client Services to lead the end-to-end member experience for our network of independent retailers. This executive will guide onboarding, engagement, retention, and program adoption while developing the client services team and ensuring measurable value from membership.

The ideal candidate has a proven track record in driving retention, satisfaction and program adoption, with expertise in CRM and executive communication.