VP, Client Success

The Interim Vice President, Client Success will provide executive leadership and strategic direction during a critical transition period. This role will ensure continuity across a global client success organization while maintaining strong retention, service excellence, and operational performance.

Accountabilities

• Lead the client success function through a period of organizational transition, ensuring stability, strong customer relationships, and continued business performance.
• Maintain focus on client retention, satisfaction, service quality, and long-term relationship health across the customer portfolio.
• Act as an executive escalation point for strategic clients, resolving complex issues and strengthening stakeholder confidence.
• Partner with senior leadership to evaluate business priorities, operational risks, and opportunities for improvement.
• Oversee client portfolio health, including retention metrics, churn risks, executive engagement, and account performance.
• Support strategic customer relationships through executive business reviews, proactive engagement, and relationship management.
• Identify expansion opportunities by collaborating with commercial and sales teams to drive account growth.
• Lead, coach, and support client success leaders and teams by establishing clear goals, accountability, and operating rhythms.
• Assess organizational structure, capabilities, and resource needs while recommending improvements for long-term effectiveness.
• Collaborate with implementation, operations, product, legal, finance, and sales teams to improve the overall client experience.
• Monitor key performance indicators, improve reporting practices, and implement corrective actions where needed.
• Document business priorities, risks, client insights, and recommendations to support the transition to permanent leadership.

Requirements

• An experienced executive leader with a proven ability to manage complex client organizations, lead global teams, and drive customer success strategies in fast-moving environments.
• Strong business judgment, communication skills, and experience navigating organizational change are essential.
• Proven executive leadership experience in Client Success, Customer Success, Account Management, or Client Services leadership roles.
• Experience within global payroll, HR services, Employer of Record (EOR), workforce management, BPO, consulting, or managed services environments.
• Demonstrated success leading client-facing organizations through periods of growth, transformation, or organizational transition.
• Strong track record managing strategic enterprise relationships, executive stakeholders, retention programs, and customer escalations.
• Experience leading globally distributed teams with a focus on coaching, performance management, and operational accountability.
• Strong commercial understanding, including portfolio management, contract awareness, revenue retention, and identifying growth opportunities.
• Ability to influence across complex, matrixed organizations and align multiple stakeholders toward shared objectives.
• Experience evaluating organizational challenges, identifying improvement opportunities, and implementing practical solutions quickly.
• Exceptional executive presence, communication skills, and ability to build credibility with senior leaders and clients.
• Ability to operate effectively in a short-term leadership assignment with urgency, adaptability, and strong execution skills.
• Experience supporting business transitions, leadership changes, turnarounds, or organizational stabilization initiatives is highly preferred.

Benefits

• Competitive compensation package based on experience and qualifications.
• Flexible remote work opportunity available for candidates based in the United States or United Kingdom.
• Opportunity to provide executive-level impact within a global organization during a strategic transition period.
• Exposure to international clients, cross-functional leadership teams, and complex business operations.
• Opportunity to influence client success strategy, operational improvements, and organizational development.
• Collaborative environment focused on innovation, growth, and professional excellence.