VP, Client Success (Contract 3-6 months)

Key Responsibilities

• Provide executive leadership and stability for the Client Success organization during the transition period.
• Maintain focus on client retention, satisfaction, and service excellence across the client portfolio.
• Serve as the executive escalation point for strategic clients and business-critical issues.
• Partner with the Executive Leadership Team to assess organizational priorities, risks, and opportunities.
• Oversee the health of the client portfolio, including retention, churn risk, executive engagement, and escalations.
• Support strategic client relationships and participate in executive business reviews as needed.
• Drive proactive risk identification and mitigation plans for at-risk accounts.
• Partner with Sales and Commercial teams to identify expansion and growth opportunities within existing accounts.
• Lead, coach, and support the Client Success leadership team and broader organization.
• Establish clear priorities, accountability, performance expectations, and operating rhythms.
• Audit organizational structure, capability gaps, and resource needs.
• Provide recommendations to strengthen the team and support long-term success.
• Partner with Implementation, Service Operations, Product, Legal, Finance, and Sales to drive a seamless client experience.
• Monitor key performance indicators, identify trends, and drive corrective actions where necessary.
• Improve governance, reporting, and operational discipline across the Client Success function.
• Ensure continuity of critical initiatives while identifying opportunities for process improvement.
• Support Document key priorities, risks, client insights, and organizational recommendations.
• Aid in onboarding and transition planning for the permanent VP, Client Success.
• Deliver a clear assessment of the current state of the business and recommended roadmap for future success.

Skills, Experience, & Qualifications

• Proven executive leadership experience in Client Success, Customer Success, Account Management, or Client Services within global payroll, HR, 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 client relationships, executive stakeholders, retention initiatives, and escalation management.
• Experience leading global and geographically distributed teams with a focus on accountability, coaching, and performance management.
• Operational and commercial acumen, including portfolio management, contract awareness, revenue retention, and growth opportunity identification.
• Proven ability to influence across highly matrixed organizations and drive alignment among multiple stakeholders.
• Experience assessing organizations, identifying improvement opportunities, and implementing practical solutions quickly.
• Exceptional communication, executive presence, and stakeholder management skills.
• Ability to rapidly understand business challenges, establish credibility, and deliver results in a short-term leadership assignment.
• Experience supporting business transitions, turnarounds, leadership changes, or organizational stabilization efforts strongly preferred.