Vice President Client Success

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The Vice President, Client Success provides strategic, operational, and people leadership across Safeguard Global’s end‑to‑end client experience organization, overseeing both the Client Success and Client Care teams. Reporting to the COO, the VP is accountable for enterprise‑level client satisfaction, portfolio retention and renewals, service adoption, and growth enablement, as well as the operational excellence of intake, triage, escalation governance, and delivery coordination. This role sets the strategy, operating model, and performance standards that ensure a consistent, high‑quality client experience and strong commercial outcomes across the global portfolio. 

Key Responsibilities:  

• Own Enterprise Client Outcomes (Satisfaction, Retention/Renewals, Adoption, Growth Enablement) - Set and deliver enterprise targets for client satisfaction (NPS/CSAT), portfolio retention/renewals, service adoption, and growth enablement across the global client portfolio. Establish the governance model that ensures client value realization is measurable and consistently managed through success plans, QBRs, and strategic planning cadences. Sponsor executive engagement for strategic and at‑risk accounts, ensuring service recovery and renewal protection plans are executed and tracked to closure. 

• Run the End-to-End Client Experience Operating Model (Client Care + Client Success) - Define and continuously improve the end‑to‑end experience from Client Care intake/triage through Client Success governance, ensuring seamless handoffs, clear ownership, and consistent service standards. Ensure Client Care delivers reliable frontline execution through strong performance against key measures (e.g., call SLAs, triage accuracy, reduction in misroutes, queue cleanliness, backlog reduction). Ensure Client Success teams execute consistent portfolio governance, proactive risk management, and adoption/value strategies that protect renewals and strengthen advocacy. Ensure Operational Rigor, SOP Compliance & Audit Readiness are embedded with CS organizational performance outcomes. Partner with delivery and operational leaders to strengthen audit readiness and reduce operational risk that could impact client trust and renewals.  

• Lead Retention Risk Management, Escalation Governance & Service Recovery - Own the enterprise escalation framework, ensuring high‑impact issues are identified early, triaged appropriately, communicated effectively, and resolved through cross‑functional action. Drive consistent retention protection motions across the organization, including early‑warning health indicators, intervention playbooks, and executive sponsor engagement for at‑risk clients. Reduce escalation volume and recurrence by enforcing root‑cause analysis, corrective actions, and prevention programs across recurring service drivers. 

• Lead Leaders, Build Capability, and Scale the Organization - Lead and develop Directors, Team Managers, and Client Care leadership building a high‑performance culture grounded in accountability, coaching, and client‑centric execution. Own workforce strategy across the full organization: capacity modeling, coverage design, hiring plans, onboarding standards, and progression pathways aligned to competency frameworks. Establish consistent management rhythms across teams (portfolio reviews, KPI cadences, escalation reviews) and hold leaders accountable for results.  

• Build strong operating partnerships to improve service quality, reduce friction, and strengthen retention outcomes. Partner with Commercial/Sales leadership on renewal governance, pricing discussions, RFP support, and growth opportunities, ensuring the organization delivers credible insight and execution readiness. Establish a closed‑loop Voice of Client mechanism that converts intake themes and portfolio insights into prioritized operational and product improvements.  

• Measurement, Reporting & Executive Management Cadence - Implement an integrated KPI framework spanning Client Care and Client Success, using leading indicators and outcome measures to drive accountability and proactive intervention. Provide the COO and executive stakeholders with clear, data‑driven reporting on client outcomes, operational performance, escalation trends, risks, and actions in progress. 

Key skills, experience, qualifications required:  

• 10–15 years of experience in Client Success, Account Management, or Customer Experience, with at least 5+ years in a senior leadership role

• Executive-level communication and influence, including credibility with senior client stakeholders and internal executives.  

• Strategic thinking and portfolio governance, including segmentation, health analytics, renewal forecasting governance, and risk management.  

• Operational excellence and process rigor, with strong discipline in SOP-driven environments and service delivery governance. 

• Leadership of leaders, including coaching, talent development, and building scalable performance cadences across teams.  

• Advanced problem-solving and cross-functional leadership, including ability to drive corrective action and sustained improvement. 

• Crisis and escalation leadership, with the ability to stabilize high-impact situations and restore client trust.  

• Commercial fluency and growth enablement, including partnership with Sales/Commercial teams on renewals and growth opportunities. 

• Data-driven decision making, translating KPI trends into operating actions, capacity decisions, and measurable client outcome improvements. 

• Demonstrated experience leading scaled, multi‑layer Client Success or Client Operations organizations, with accountability for enterprise‑level outcomes including retention, satisfaction, operational performance, and service quality. 

• Proven track record of improving retention/renewals, NPS/CSAT, issue reduction, and operational KPIs through disciplined governance, data‑driven decision‑making, and execution excellence. 

• Experience driving growth enablement by increasing adoption, identifying expansion opportunities, and partnering with Commercial teams to influence renewal and growth outcomes. 

• Strong analytical, data‑driven leadership approach using portfolio analytics, forecasting models, health scoring, SLA performance, backlog trends, and root‑cause insights to inform strategy and operations. 

• Experience designing and managing metric‑driven performance cadences, including dashboards, KPI reviews, forecasting governance, and continuous improvement programs. 

• Proven ability to convert service‑metric insights (e.g., triage accuracy, SLA adherence, queue health, forecasting inputs) into clear organizational action. 

• Bachelor’s degree preferred, or equivalent experience delivering outcomes in complex, global client‑facing organizations.