VP Client Success
The VP, Client Success at Papaya is responsible for leading the global Account Management and Client Success organization, focusing on retention, renewals, and expansion across the company's diverse customer base. This role ensures strong revenue performance and a consistent, high-quality client experience.
Key Responsibilities
Lead and own global retention programs, with a focus on renewal and expansion targets across all regions.
Run global pipeline, renewal, and forecasting reviews, ensuring accuracy, visibility, and proactive gap management.
As executive sponsor for critical client escalations globally, ensure structured resolution and long-term relationship preservation.
Champion account management best practices and drive adoption of shared tools, systems, and processes.
Establish programs to drive upsell and cross-sell across new products, geographies, and expanded workforce scope.
Build and execute structured account growth strategies for strategic enterprise customers.
Lead, develop, and scale a multi-regional team of Regional Directors and Account Managers.
Set clear KPIs, performance expectations, and accountability frameworks across regions.
Partner closely with Sales, Product, Operations, and Finance to align what is sold, delivered, and expanded.
Leverage AI-driven analytics and revenue intelligence tools to improve retention forecasting, renewal predictability, and expansion identification across global customer segments.
Use AI-enabled insights to enhance customer health scoring, escalation prioritization, and risk detection across enterprise accounts.
Drive adoption of AI-supported workflows within the Client Success organization to improve efficiency, consistency, and data-driven decision-making at scale.
Requirements
Significant experience leading global, multi-layered teams, including leaders of leaders.
Proven track record of owning revenue targets and driving retention, renewals, and expansion within enterprise accounts.
Experience leading Client Success, Account Management, or similar post-sales organizations.
Strong commercial acumen with a clear revenue-oriented mindset.
Exceptional leadership presence and executive-level communication skills.
Ability to operate effectively in complex, fast-paced, global environments.
Strong data-driven decision-making and forecasting discipline.
Excellent stakeholder management across seniority levels and functions.
Ability to balance strategic thinking with hands-on execution.
Strong comfort working in international and cross-cultural environments.
Background in Payroll, Payments, HR Tech, or B2B SaaS (preferred but not required).
Demonstrated ability to operate with AI-driven revenue intelligence tools as a core part of leadership execution, including forecasting, retention analysis, and customer lifecycle optimization.
Proven experience leveraging AI-enabled insights to drive enterprise retention, expansion strategy, and data-driven decision-making at scale across global customer organizations.