We believe in a world where growth thrives across borders and cultures. Our mission is to guide companies on their journey by providing services and technology that enables global talent management and delivers a human experience.
As an Employer-of-Record (EOR) provider, we offer the HR and compliance infrastructure essential for companies to expand internationally. We take care of the complex, behind-the-scenes work, allowing companies to focus on the strategies that drive their success. We are For People, By People.
The future of work is borderless, and so are we. Our people are located around the globe — in the U.S., the UK, India, Colombia, China, and beyond. Diversity and belonging are not just values, they are who we are.
We are also committed to making a positive impact. Through our Environment, Social, and Governance (ESG) impact initiative, we are addressing our environmental footprint and promoting social responsibility. Our impact program is central to our vision and culture, focusing on employee wellness, diversity, charitable work, and ethical corporate governance.
If you are interested in working in a people-centric, global organization, apply below.
Job Overview
As Director, Client Success at Atlas HXM, you will own the post-sale client experience and commercial outcomes across the Americas. This role is accountable for driving portfolio retention, expansion, client satisfaction, and operational excellence while scaling a high-performing Client Success (CS) organization across diverse markets. You will define regional Client Success strategy, operating models, and success metrics, while serving as a senior cross-functional leader to Sales, Product, Operations, Finance, and People teams.
This role balances strategic leadership, operational rigor, and executive-level client engagement, ensuring Atlas HXM delivers a consistent, high-impact client experience that fuels long-term revenue growth.
Key Responsibilities
Client Success Strategy & Regional Ownership
- Own the Client Success strategy and operating model for the Americas, aligned to global CS vision and company growth objectives
- Define and operationalize engagement models, service tiers, and coverage strategies by client segment and regional complexity
- Establish regional KPIs and performance targets across retention, NRR/GRR, NPS, time-to-value, and risk management
- Partner with CS leadership to shape global Client Success strategy, tooling, and best practices
Leadership, Org Design & Talent Development
- Build, lead, and scale a high-performing team of Client Success Managers and Client Success Executives across multiple regions and time zones
- Develop leadership bench strength and succession planning for regional CS leadership
- Partner with People Operations on org design, workforce planning, hiring strategy, performance management, and career pathways
- Foster a high-accountability culture focused on client outcomes, commercial impact, and continuous improvement
Revenue Retention, Expansion & Portfolio Health
- Own portfolio-level retention, churn mitigation, and net revenue retention outcomes across the Americas
- Partner with internal teams on account planning, expansion strategy, and lifecycle ownership
- Drive a proactive risk framework to identify and mitigate churn, operational risk, and client dissatisfaction
- Ensure Client Success plays a strategic role in expansion, workforce growth, and long-term client value realization
Executive Client Engagement & Escalation Leadership
- Serve as an executive sponsor for strategic and high-risk accounts
- Lead critical client escalations and recovery plans in partnership with Product, Operations, and regional leadership
- Build trusted executive relationships with client stakeholders to position Atlas HXM as a strategic partner, not just a service provider
Client Insights, Voice of Customer & Product Influence
- Establish a strong Voice of Customer program to translate client feedback into product, process, and service improvements
- Partner with Product and Operations leadership to influence roadmap priorities based on client needs and regional insights
- Drive consistent measurement and action on NPS, CSAT, and client feedback loops across the region
Operational Excellence & Scalable Delivery
- Design and continuously improve scalable CS processes, playbooks, workflows, and success frameworks
- Ensure consistent use of CS platforms, CRM, and analytics to drive data-informed decision making
- Build executive-level reporting and operating rhythms to track performance, risk, and growth opportunities
- Drive operational maturity and standardization while accounting for regional regulatory and market nuances
Qualifications
- 12+ years of experience in Client Success, Account Management, or Revenue Operations, with 6+ years in senior leadership roles
- Proven track record of owning retention, expansion, and client satisfaction outcomes at scale
- Strong experience in EOR, HR tech, payroll, SaaS, or global workforce solutions strongly preferred
- Demonstrated ability to lead distributed, multi-region teams across the Americas
- Exceptional executive communication skills with experience engaging C-level stakeholders internally and externally
- Strong commercial acumen with ability to connect client outcomes to revenue, margin, and growth strategy
- Deep experience building scalable operating models, CS org structures, and performance management frameworks
- Comfortable navigating ambiguity in high-growth, fast-scaling environments
- Highly data-driven with strong command of CRM, CS platforms, and executive reporting
This position description may not describe all duties, responsibilities, and skills associated with this position. It is intended to portray the major aspects of the job. Other duties or skills may be required.
What We Offer
- The opportunity to work with a purpose — simplifying global expansion across borders and cultures
- A diverse and inclusive environment
- Country-specific benefits
- Flexible PTO
- Your birthday off and a day for you to volunteer and give back to the organization of your choice
- Generous Parental Leave Program
- Growth and development opportunities with access to a top learning content provider
- The opportunity to challenge yourself in a high-performing organization and leave each day knowing you have made an impact.
Atlas Technology Solutions, Inc. (Atlas HXM) is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Atlas HXM is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Atlas HXM are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Atlas HXM will not tolerate discrimination or harassment based on any of these characteristics. Atlas HXM encourages applicants of all ages.
Atlas HXM will provide accommodation on request throughout the recruitment, selection and assessment process for applicants with disabilities.
Hiring decisions are based upon Atlas HXM’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, and location.
This role will be subject to a background check under local law after an employment offer has been made. Employment may be subject to results. In addition, references may be requested at the final stage of the process.
Atlas HXM will only email candidates from an “@atlashxm.com” email address. Candidates should ignore communications purporting to be from Atlas HXM that originate from any other email address. Atlas HXM will never ask candidates or employees to purchase gift cards or otherwise make payments in connection with applying for a job with Atlas HXM.
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