Vice President of Client Success, Summer

• 10+ years of experience in a client-facing role (Client Success, Account Management, Program Delivery), with at least 3 years in a leadership capacity scaling and managing teams, ideally within B2B2C SaaS delivery of HR tech
• Player-coach in lean teams that can run a CHRO QBR and also roll up sleeves to ship a HubSpot workflow the same day. Comfortable directly owning strategic accounts while managing managers
• Full client lifecycle ownership with results from contract execution, adoption, renewal/expansion on portfolios >$10M ARR
• HR tech implementation that requires collaboration with HR and benefits teams to implement complex SaaS solutions, including employee eligibility data sharing, and HRIS/payroll and SSO integrations. HR and tech benefits fluency with ability to handle client skepticism, policy literacy, and sound decision-making
• Systems and enablement success building playbooks, automation, and self-serve resources that reduce time-to-value and improve activation
• High-judgment, self-directed operator that creates structure in ambiguity, sets crisp priorities; highly organized and capable of prioritizing and executing on multiple projects simultaneously, adeptly prioritizing and weighing tradeoffs
• Excellent executive communication; trusted by CHRO and public-sector leaders

Desirable

• As VP of Client Success, you will build and lead our growing Client Success team while driving measurable outcomes in client satisfaction, retention, and expansion
• Day to day, you’ll set the plan, coach and scale the team, and personally manage top enterprise relationships
• You'll collaborate closely with Product, Sales, Marketing, and Data teams to optimize the client experience while operating flexibly between strategic planning and tactical execution as business needs require
• You will help shape and hire for two planned additional roles on the team. Your efforts will directly contribute to the retention and expansion of our client base, shaping and executing our mission-driven strategy
• Launch new clients on time: Responsible for client success and satisfaction from contract execution through go-live, project managing with internal Product and Sales teams to keep launches on schedule and within scope
• Retain and grow revenue: Own Net Revenue Retention by segment and deliver high renewal forecast accuracy. Run the renewal playbook (pricing guardrails, terms, options) with Sales. Identify opportunities for upselling, cross-selling, and expansion. Track cost-to-serve and improve efficiency quarter over quarter
• Run Client Success operations: Own key performance indicators and manage the team’s CRM tools (e.g., HubSpot). Automate workflows, reporting, QBR delivery, and stakeholder mapping and expansion tracking. Establish a health score (including NPS, CSAT, adoption, risk, outcomes, etc.) with alerts and dashboards
• Drive client value and satisfaction: Maintain strong client health across B2B2C SaaS accounts. Personally captain top enterprise accounts until the full team is in place. Influence internal teams (product, sales, marketing) to ensure client feedback is integrated into product enhancements and operational improvements. Own client escalations and incident communications
• Champion client outcomes: Serve as the voice of the client internally, ensuring their needs and pain points are proactively addressed. Partner with Marketing on client stories, case studies, testimonials, and references
• Build and coach the team: Lead, mentor, and scale the Client Success team. Create a high-performance, data-driven culture
• Travel: Occasional (10-15%) travel as required for client meetings, conferences, or team events