VP, Client Success

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a VP, Client Success based in the United States. As VP, Client Success, you will lead the strategy and execution of client success across a managed services portfolio, driving retention, renewals, expansion, and long-term customer value. You will oversee Client Success Managers and Technical Client Success Managers, building a scalable operating model that strengthens relationships and delivers measurable business outcomes. Working closely with Sales, Operations, Security, Finance, and Professional Services, you will connect technical performance with client priorities and commercial objectives. You will establish consistent standards for client health, executive engagement, risk management, and renewal readiness. This leadership role offers the opportunity to shape the end-to-end client journey, influence strategic decisions, and unlock growth opportunities across cloud, security, and modernization services. You will foster a high-performing team and help create a seamless, accountable, and value-driven client experience in a remote-first environment. \n Accountabilities

* Client Success Strategy and Lifecycle Management: Lead the client journey from service transition and onboarding through adoption, ongoing value realization, renewal, and expansion. Establish consistent processes, executive engagement plans, service reviews, and continuity plans for strategic accounts. * Retention, Renewals, and Revenue Growth: Own client retention performance and renewal readiness across the managed services portfolio. Partner with Sales on commercial strategies, contracting, and expansion opportunities while maintaining accurate forecasts of renewal risks and growth potential. * Value Realization and Executive Engagement: Translate cloud operations, Azure consumption, security performance, FinOps, application modernization, and Data & AI initiatives into measurable business outcomes. Standardize Executive Business Reviews and value discussions to demonstrate impact and strengthen client relationships. * Client Health and Risk Management: Develop a comprehensive client health-scoring framework incorporating service performance, relationship strength, adoption, client sentiment, financial indicators, and outstanding commitments. Lead executive intervention plans for at-risk accounts and ensure corrective actions have clear ownership. * Operating Framework and Governance: Oversee the development and adoption of a consistent Client Success Framework, including portfolio segmentation, success plans, executive coverage, renewal governance, service-review standards, and client feedback mechanisms. * Cross-Functional Collaboration: Establish clear responsibilities, handoffs, and escalation paths across Client Success, Client Operations, Security Operations, Sales, Professional Services, and Finance. Collaborate on service improvements and issue resolution while maintaining accountability for technical delivery and incident management. * Team Leadership and Development: Lead, mentor, and develop Client Success Managers and Technical Client Success Managers. Define portfolio coverage, capacity planning, performance standards, account-planning practices, leadership development, and succession plans. * Voice of the Client: Build structured feedback loops that turn client insights into improvements in services, processes, and go-to-market strategies. Use objective evidence to inform leadership decisions and refine the ideal client profile. * Strategic Growth and Partnerships: Identify opportunities within the existing client base across Azure consumption, Microsoft co-selling, cloud security, FinOps, Data & AI, and application modernization. Collaborate with internal stakeholders to align client needs with relevant solutions and commercial opportunities. * Performance and Continuous Improvement: Establish measurable success indicators, including Gross MRR Retention, Net MRR Retention, expansion revenue, renewal rates, forecast accuracy, client satisfaction, advocacy, onboarding effectiveness, and time to value. Within the first 90 days, assess portfolio health, renewal exposure, team capabilities, and operating processes; within the first year, deliver a mature, consistent, and measurable Client Success model.

Requirements

* Professional Experience: At least 10 years of experience in client success, account management, service delivery, or client-facing technology leadership, including at least five years leading managers or senior professionals. * Retention and Revenue Ownership: Demonstrated success managing retention, renewals, expansion, executive relationships, and client risk within a recurring-revenue technology business, such as managed services, SaaS, cloud services, or IT services. * Client Success Frameworks: Proven experience developing or significantly improving client success operating models, portfolio segmentation, health scoring, success planning, executive reviews, renewal governance, and client feedback processes. * Business and Financial Acumen: Strong understanding of recurring revenue metrics, including MRR, renewal and expansion forecasting, account economics, portfolio prioritization, and the financial implications of relationship, delivery, commercial, and adoption risks. * Technical and Industry Knowledge: Sufficient technical expertise to engage confidently with cloud and security leaders, understand Azure operations, cloud security, FinOps, and modernization initiatives, and translate technical performance into clear business outcomes for executive stakeholders. * Executive Communication: Excellent written and verbal communication skills, strong executive presence, and sound judgment in challenging client situations. Ability to communicate risks early, manage expectations, present actionable solutions, and build confidence without overpromising. * Cross-Functional Leadership: Experience aligning Sales, Operations, Security, Professional Services, Finance, and technical teams around shared client outcomes while maintaining clear decision-making authority and accountability. * People Management: A proven track record of hiring, coaching, developing, and retaining client-facing teams; establishing performance expectations; managing capacity; and building leadership depth and succession capabilities. * Strategic Problem-Solving: Ability to navigate ambiguity, identify root causes, use data to guide decisions, and implement scalable operational improvements across distributed teams. * Preferred Experience: Background with a Microsoft-focused managed services provider or cloud consultancy, including Azure consumption management, Microsoft co-selling, and partner-led account strategies. * Industry and Compliance Knowledge: Familiarity with regulated industries and cloud security or compliance frameworks such as FedRAMP, HIPAA, HITRUST, or SOC 2 is an advantage. * Tools and Data Fluency: Experience using Salesforce, Zendesk, ServiceNow, client success platforms, business intelligence tools, and operational telemetry to assess portfolio health and demonstrate client value. * Technology-Led Growth: Experience identifying opportunities involving Data & AI, application modernization, cloud security, FinOps, and Azure optimization within an existing client portfolio. * Change Leadership: Experience leading organizational change, relationship transitions, operating-model redesign, or the integration of teams and processes. * Leadership Mindset: A collaborative, accountable, and client-focused approach characterized by humility, continuous improvement, thoughtful decision-making, empathy, and a strong drive to deliver measurable impact.

Benefits

* Competitive Compensation: Salary commensurate with experience, skills, and qualifications. * Performance-Based Incentives: Additional bonus potential through a performance-based compensation program. * Retirement Savings: 401(k) plan with a 100% company match on employee contributions up to 4% of salary. * Health Coverage: 100% employer-paid employee premiums for health, dental, and vision insurance. * Financial Protection: Company-paid life insurance, accidental death and dismemberment (AD&D) insurance, and short- and long-term disability coverage. * Paid Time Off: Three weeks of paid time off for vacation, personal needs, and sick leave. * Paid Holidays: 11 paid holidays annually. * Community Involvement: Paid community service leave to volunteer with organizations that matter to you. * Employee Recognition: Recognition and rewards for outstanding performance and meaningful contributions. * Remote Flexibility: Full-time remote work from anywhere in the United States, with the option to work from a US office when located nearby. * Inclusive Workplace: An equal opportunity environment committed to diversity, fairness, and inclusion.

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