VP, GTM Campaigns & Client Experience | Remote, USA
Optiv
Overland Park, KS, USA
Posted on Nov 5, 2025
This position will be fully remote and can be hired anywhere in the continental U.S.
The Vice President of GTM Campaigns & Client Experience is responsible for both leading national campaigns strategy as well as hands-on execution that drives the Optiv promise, long-term client engagement, and pipeline initiatives.
This leadership role is a highly visible cross-functional role working directly with the sales leadership team, sales operations, marketing, consulting services, and partner organization driving alignment across GTM sales plays and client retention programs resulting in an increase in pipeline velocity and conversion rates. This will include developing national campaigns for consistent sales motions, inclusive of execution, campaign tools, and results measurement.
Delivering on the Optiv promise will include oversight of client experience initiatives, retention programs, and post-sale relationship management across the organization. This will include establishing and leading programs to enable seamless, transparent, and frictionless client experiences to ensure Optiv delivers on our promise to our clients. This leader will have responsibility to improve client acquisition, client delivery, client retention, and client referrals.
The role reports to the Senior Vice President, Go-To-Market and is critical to driving pipeline growth and client retention by aligning cross-channel strategies with client goals.
How You’ll make an impact
Own a comprehensive GTM excellence plan including alignment of sales and marketing strategies, operational insights, and execution.
Architect strategies and sales plays to drive revenue growth, defining Sales excellence best practices.
Manage a team of GTM Managers to drive consistency, scalability, metric actions, and initiatives across segments, resulting in more efficient sales program and tool usage & higher rates of adoption.
Establish national campaign timelines, project plans, and expectations across various stakeholders to manage deliverables for leadership reviews and performance updates.
Partner with enablement to ensure that training is prioritized in alignment with sales needs.
Partner with Sales Enablement to identify and mitigate potential risks and barriers to change, proactively addressing resistance and ensuring smooth transitions.
Develop and lead the company’s client retention and experience strategy aligned with overall business goals.
Create and implement scalable initiatives to improve the customer journey, loyalty, and lifetime value.
Serve as the strategic advisor and escalation point for high-priority clients.
Design and manage retention programs, renewal strategies, and customer success initiatives.
Increase Optiv’s retention rates with our clients specifically, net dollar retention and renewal rates and expansion of current solutions with clients.
Generate a complete view of the customer, including their needs, expectations, and perceptions of their experiences with Optiv, and communicate those insights effectively internally.
Develop and deploy client insight-based action plans across cross-functional representatives to prevent recurrence of issues and create new mutual value associated with key drivers of customer lifetime value.
Own client satisfaction and retention metrics; analyze churn data and develop proactive strategies to improve retention and reduce client attrition.
Collaborate with senior leadership to define customer segmentation and drive renewal and upselling strategies.
Oversee implementation of loyalty and engagement programs.
Use customer health analytics to guide strategic decisions, improve retention, and identify expansion opportunities.
Maintain a maniacal focus on minimizing churn, treating retention as a primary business growth lever.
Willingness to jump in and bridge strategy by rolling up sleeves through to execution.
Client Experience (CX) Management:
In partnership with SVP, GTM, own the voice of the client across all channels and touchpoints.
Design and manage client satisfaction surveys, NPS programs, and feedback loops.
Increase referral rate, i.e., client’s willingness to recommend/refer Optiv (NPS and Share of Voice).
Use data to drive continuous improvement in client interactions and service delivery.
Create a digital client community to serve as a central hub of value-added resources, client insights, connectivity, and transparency.
Foster a culture centered around client advocacy, responsiveness, and continuous improvement.
Collaborate with enablement teams to ensure alignment of training offerings.
Partner with finance and revenue teams to understand ROI of client retention strategies.
Stay on top of industry trends, technology, and client requirements to inform strategic direction.
Leadership Responsibilities:
Serve as a member of the Optiv Leadership Circle and Revenue Leadership Group.
Be a talent management ambassador.
Embrace a culture of inclusion and support company core values.
Promote a corporate culture that is committed to information security best practices.
Function with a high degree of integrity with an ability to keep information confidential.
What we’re looking for
Bachelor’s degree preferred, master’s degree a plus.
10+ years of senior-level experience in Customer Success, Customer Experience, Client Services, Sales Operations, and/or Marketing, ideally in a professional services or technology resale industry.
Minimum of 4 years of relevant work experience related to executive management.
Proven track record of managing escalated customer issues and turning at-risk accounts into long-term advocates.
Experience leading an organization with revenue/attainment targets.
Ability to discuss security and risk topics with business leaders, strategic clients, and public at large.
Demonstrated ability to create a shared vision, inspire collaboration, and drive change with momentum.
Able to work within a dynamic technical environment and lead strategic change.
Able to tune into the needs of customers and able to interact with them efficiently and effectively.
Experience with strategic financial planning and the ability to deliver management-level
Track record of authentic and inspirational leadership that creates followership and sustained team relationships.
Travel required up to 20%.
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What you can expect from Optiv
- A company committed to championing Diversity, Equality, and Inclusion through our Employee Resource Groups.
- Work/life balance
- Professional training resources
- Creative problem-solving and the ability to tackle unique, complex projects
- Volunteer Opportunities. “Optiv Chips In” encourages employees to volunteer and engage with their teams and communities.
- The ability and technology necessary to productively work remotely/from home (where applicable)
EEO Statement
Optiv is an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity or expression, sexual orientation, pregnancy, age 40 and over, marital status, genetic information, national origin, status as an individual with a disability, military or veteran status, or any other basis protected by federal, state, or local law.
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