Director, Client Success

Atlas HXM

12h

About The Position

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.

Requirements

• 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
• 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

Nice To Haves

• Strong experience in EOR, HR tech, payroll, SaaS, or global workforce solutions strongly preferred

Responsibilities

• 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
• 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
• 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
• 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
• 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
• 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

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed