Client Success Manager

Location: Remote (U.S.) Must be available to work a consistent 8:00 AM – 5:00 PM schedule in the Pacific time zone. Reports to the Head of Customer Success . About GreenLight.ai GreenLight.ai is building the infrastructure behind modern independent work. We help global enterprises compliantly engage, classify, onboard, and pay contingent workers in more than 130 countries , with a particular focus on supporting enterprise programs across the Americas. Our API-first platform combines technology, AI, and deep compliance expertise to simplify some of the most complex workforce challenges organizations face today—from worker classification and global onboarding to payments, compliance, and ongoing workforce management. We're in an exciting stage of growth. We've built a strong foundation, work with some of the world's most innovative organizations, and are scaling both our platform and our team for the next chapter. That means we're looking for builders. People who enjoy solving problems, improving processes, embracing AI, and taking ownership. People who want to help shape how a growing company operates rather than simply maintaining the status quo. If that sounds like you, we'd love to meet you. Role Overview We're looking for an Enterprise Customer Success Lead to become an embedded extension of one of GreenLight's enterprise clients. You'll own the day-to-day operational success of the program while building trusted relationships with client stakeholders and coordinating across GreenLight's operations, compliance, product, engineering, HR, and finance teams. You'll ensure onboarding runs smoothly, worker classification moves efficiently, operational issues are resolved quickly, and the client always has confidence that GreenLight is delivering an exceptional experience. This is a highly visible role with significant autonomy. You'll have direct exposure to enterprise customers while helping improve the systems, processes, and playbooks that allow GreenLight to scale. What this role isn't This isn't a traditional MSP role where your primary responsibility is managing suppliers or requisitions. Instead, you'll lead the operational delivery of GreenLight's services—including EOR and AOR operations, worker classification, onboarding, worker lifecycle management, reporting, and program governance. You'll become the client's trusted operational partner while continuously improving how GreenLight delivers its services. Although GreenLight supports workers in more than 130 countries, this role primarily supports enterprise programs across the Americas , so experience with U.S. employment and contingent workforce practices is particularly valuable. What You'll Do 1. Own the Client Experience Serve as the primary day-to-day operational lead for assigned enterprise clients. Build trusted relationships with program sponsors, HR, procurement, hiring managers, and other stakeholders. Lead weekly operational meetings and maintain proactive communication. Ensure clients always have visibility into program status, priorities, and next steps. Represent GreenLight with professionalism, responsiveness, and sound operational judgment. 2. Lead Worker Onboarding & Lifecycle Operations Own the worker onboarding experience from offer acceptance through successful program entry. Coordinate onboarding activities across GreenLight teams, including VMS operations, compliance, I-9 documentation, payroll, and support. Maintain visibility across every worker lifecycle event and proactively resolve issues before they impact the client. Coordinate seamless offboarding while ensuring complete documentation and compliance. 3. Drive Worker Classification & Compliance Operations Coordinate worker classification workflows across internal and client stakeholders. Keep compliance activities moving efficiently and proactively identify bottlenecks. Partner with GreenLight's compliance specialists to resolve complex situations. Help enterprise programs operate consistently across multiple jurisdictions while maintaining a strong understanding of U.S. labor and contingent workforce practices. 4. Own Operational Escalations Take ownership of operational issues from identification through resolution. Coordinate across departments to remove blockers and keep work moving. Ensure clients receive timely updates and clear communication throughout every issue. Maintain a "nothing falls through the cracks" approach to execution. 5. Reporting & Program Visibility Produce recurring dashboards and operational reporting. Monitor program health and communicate trends, risks, and opportunities. Prepare reporting and insights for Quarterly Business Reviews. Help clients understand how their programs are performing and where improvements can be made. 6. Improve Systems & Processes Work confidently across enterprise platforms and GreenLight's technology stack. Identify opportunities to simplify workflows and improve the client experience. Partner with Product and Engineering to provide structured product feedback. Improve SOPs, playbooks, templates, and operational documentation. Help build scalable operating processes that support future growth. AI is Part of the Job At GreenLight, we believe AI should make every employee more effective. We expect everyone—not just engineers—to use AI every day to improve the quality and speed of their work. You'll regularly use AI tools such as ChatGPT and other copilots to: Draft and refine client communications. Summarize meetings, tickets, and operational issues. Analyze trends across onboarding, escalations, and reporting. Improve documentation and knowledge sharing. Automate repetitive tasks and improve operational efficiency. We're also looking for people who enjoy experimenting with AI and helping identify new ways to improve how we serve clients. What Success Looks Like Success in this role isn't measured only by tickets closed or meetings held. It's measured by the confidence our clients have in GreenLight. Clients view GreenLight as a trusted extension of their own team. Onboarding, worker classification, and operational workflows are predictable, efficient, and scalable. Workers receive a seamless, professional experience throughout their lifecycle. Operational issues are identified early, communicated clearly, and resolved quickly. Reporting provides meaningful insights that help clients continuously improve their programs. Internal teams know they can rely on you to drive execution and follow through. As client programs grow, GreenLight scales alongside them without sacrificing quality. What You Bring Required At least 1 year supporting enterprise workforce programs, contingent workforce operations, HR Operations, customer success, or similar client-facing operational environments. Experience with EOR, AOR, worker classification, contingent workforce operations, or global workforce programs. Strong understanding of U.S. contingent workforce practices and labor-related operational processes. Excellent written and verbal communication skills with confidence working directly with enterprise clients. Strong organizational and project management skills. Comfortable working across multiple technology platforms and enterprise systems. Strong operational judgment with the ability to prioritize competing deadlines. High ownership, attention to detail, and the ability to thrive in a fast-moving environment. Regular use of AI tools such as ChatGPT in your daily work. Preferred Experience supporting enterprise contingent workforce programs. Experience with Vndly, SAP Fieldglass, Beeline, or similar VMS platforms. Experience improving SOPs, playbooks, or operational documentation. Experience supporting programs across multiple countries in the Americas. CCWP, PHR, or SPHR certification. Who Thrives at GreenLight? GreenLight isn't the right place for everyone. We're not a large corporate environment with layers of management, narrowly defined responsibilities, or long decision-making cycles. We're also not an early-stage startup still searching for product-market fit. We're a scale-up. That means every person has the opportunity to make a meaningful impact on the company, our clients, and our product. The people who succeed here are naturally curious, embrace change, use AI to work smarter, and enjoy building better ways of doing things. They don't wait for someone else to solve problems. They take ownership, improve systems, support their teammates, and continuously raise the bar. If you're looking for a role where you can simply maintain an existing process, GreenLight probably isn't the right fit. If you're excited by ownership, growth, and the opportunity to help build a category-defining company, we'd love to hear from you. Why Join GreenLight.ai Work directly with leading enterprise clients running sophisticated contingent workforce programs. Join a company where your ideas will influence how we scale our platform, operations, and customer experience. Work in an AI-first environment where innovation is part of everyone's role. Be part of a collaborative, high-performing team that values initiative, accountability, and continuous improvement. Build expertise at the intersection of workforce technology, compliance, AI, and enterprise operations. Enjoy a generous benefits package including medical, dental, and vision coverage, bonus eligibility, and stock options. 30 / 60 / 90 Day Plan We believe great onboarding creates long-term success. Here's what your first 90 days will look like. First 30 Days: Learn, Align, and Stabilize Build relationships with the client stakeholders (program sponsor, HR, procurement, hiring managers) and key GreenLight partners (CS lead, compliance, onboarding, payments, product) Get fully fluent in the client’s operating model and systems (workflows, reporting templates, escalation paths, stakeholder map) Shadow or co-run weekly operations meetings, then take ownership of agenda, notes, and follow-ups Review current pipeline health (onboarding, classification, open escalations) and establish a simple tracking cadence to ensure nothing drops Clarify success metrics and expectations with the Head of Customer Success and the client sponsor 60 Days: Own Delivery and Improve Throughput Independently run weekly client operations meetings and manage ongoing communication in a consistent rhythm Drive predictable throughput across onboarding and classification, with clear SLAs, handoffs, and escalation triggers Reduce recurring escalations by identifying root causes and closing process gaps with internal SMEs Publish or refresh core SOPs and client-facing guidance (onboarding steps, classification workflow, common issue resolution) Deliver first set of insights on trends and program performance and align on QBR inputs 90 Days: Scale, Systematize, and Create Leverage Establish a durable operating system: dashboards, templates, and a “single source of truth” for program status Improve cross-functional execution (compliance, onboarding, support) with tighter handoffs and measurable outcomes Implement 1–2 meaningful automation or tooling improvements (process + product feedback) to reduce manual work and cycle time Co-deliver a strong QBR narrative: wins, risks, roadmap, and recommendations for scaling global complexity Create a forward-looking plan for the next 2 quarters (capacity, stakeholder management, and continuous improvement priorities)