VP Client Success

Job Summary:

The Vice President of Client Success  is a key leadership role responsible for driving client growth, satisfaction, and retention across the organization. Reporting to the COO, the VP will oversee strategies and initiatives to support sales initiatives, deepen client relationships, enhance the client experience, and ensure long-term success. The ideal candidate will have a strong track record in growing client base, customer success, a strategic mindset, and exceptional leadership skills to lead a high-performing team and deliver measurable results.

Key Responsibilities:

Client Growth and Retention

• Develop and execute strategies to increase client retention, satisfaction, and lifetime value.
• Collaborate with cross-functional teams to identify and act on opportunities to expand existing client relationships through upselling and renewals.
• Build strong partnerships with key clients to understand their needs, goals, and challenges, ensuring alignment with the organization’s offerings.

Solutions Advisory

• Engage with prospects, partners, and clients as a trusted advisor to discuss people strategy and employment trends related to Human Resources, Employment compliance, Payroll, and Global Mobility.
• Articulate the in-depth capabilities of Atlas’s services and technologies and how they will impact the client’s objectives.
• Act as liaison between the client and Atlas product and operations teams during the sales cycle.
• Assist and cross-train teammates and partners in fostering their knowledge of Atlas capabilities and EOR Subject expertise.

Leadership and Team Development

• Lead, mentor, and manage the Client Success team to achieve departmental and organizational goals.
• Foster a culture of client-centricity, accountability, and continuous improvement within the team.
• Establish clear performance metrics and regularly assess team performance, providing coaching and development opportunities.

Client Success Strategy

• Define and implement a scalable client success framework, leveraging best practices and innovative approaches.
• Create and maintain a client health scorecard to proactively monitor and address risks or opportunities.
• Develop and manage processes for client feedback, ensuring insights are used to improve services and offerings.

Operational Excellence

• Collaborate with internal teams, including Sales, Product, and Marketing, to align on strategies and deliver a seamless client experience.
• Leverage data and analytics to inform decision-making, identify trends, and optimize client success processes.
• Ensure the adoption of tools and technologies that enhance client success capabilities.

Reporting and Communication

• Provide regular updates to the COO and executive team on client success metrics, achievements, and challenges.
• Present insights and recommendations to improve client satisfaction and drive growth initiatives.
• Represent the organization at industry events, conferences, and client meetings as a trusted leader and advocate.

Qualifications:

Education and Experience

• Bachelor’s degree in Business, Marketing, or a related field (Master’s degree preferred).
• A minimum of 10 years of experience in client success, customer success, account management, or a related field, with at least 5 years in a leadership role.
• Proven track record of driving global client growth and retention within a services environment, preferably in HR, HCM, Payroll, or EOR space.

Skills and Competencies

• Exceptional leadership and team management skills, with experience building and scaling high-performing teams.
• Strong strategic thinking and problem-solving abilities, with a focus on data-driven decision-making.
• Excellent interpersonal and communication skills, with the ability to build relationships with clients and internal stakeholders at all levels.
• Expertise in client success tools, CRM platforms, and analytics software. Hubspot preferred.
• Demonstrated ability to influence and drive change across an organization.