Senior Vice President, Client Value Management

Curinos•New York, NY

28d•Hybrid

About The Position

The Senior Vice President, Client Value Management is a founding Customer Success and retention leadership role reporting to the Chief Commercial Officer. This role is responsible for building and leading the Client Value Management (CVM) function at Curinos. The primary goal is to ensure clients achieve expected value from products and services, thereby improving Gross Revenue Retention (GRR) from the mid-80s towards 90%+. This is a build role where the individual will design the operating model, hire and develop the team, define the coverage model, and establish governance for consistent client value realization and predictable renewal outcomes. The role involves presenting retention performance and portfolio health to executive teams, the board, and investors. The role controls CVM team structure, hiring, portfolio coverage, client health methodology, risk classification, escalation calls, and at-risk account intervention plans. It also collaborates with the CCO on renewal strategy for strategic accounts, retention-related commercial exceptions, and investment trade-offs. The role influences product roadmap and delivery priorities through client feedback.

Requirements

Founded or rebuilt a post-sales, customer success, or client value organization, including its operating model, governance, and performance frameworks.
Carried a GRR or NRR number with real consequences in enterprise software and services with six- and seven-figure contracts.
Financial services client experience is strongly preferred.
Ability to analyze portfolio performance rigorously and identify systemic risk before it appears in a renewal forecast.
Ability to synthesize ground-level operations and portfolio data into board-ready retention narratives.
Ability to influence cross-functional leaders in a matrixed organization.
High emotional intelligence.
Structured problem-solving skills.
Comfort operating through ambiguity and change.
Approximately 10–15 years of progressive client-facing leadership experience.

Nice To Haves

Understanding of how banks and credit unions buy, renew, and build institutional trust.

Responsibilities

Build the Client Value Management (CVM) function from the ground up.
Hire, lead, and develop a high-performing CVM team with clear performance expectations and career development frameworks.
Design and continuously improve the CVM operating model, governance, playbooks, and performance metrics.
Define and evolve the client coverage model based on client complexity, strategic importance, and commercial opportunity.
Own portfolio-level retention and Gross Revenue Retention (GRR).
Monitor portfolio health, identify systemic renewal risks early, and drive enterprise retention strategies.
Translate client, commercial, and operational insights into executive-level recommendations to improve retention and long-term client value.
Report retention performance and portfolio health to the executive team, board, and investors.
Serve as an executive sponsor for key enterprise accounts, building trusted relationships with client leadership.
Act as the single executive escalation point for complex client and portfolio issues.
Represent the client's voice internally, influencing roadmap and delivery priorities across Product, Client Success, Technical Success, and Advisory.

Benefits

Competitive financial, health, and lifestyle benefits
Flexible working options, including home working, flexible hours and part time options
Unlimited PTO
Floating holidays
Volunteering days
A day off for your birthday
Learning and development tools
Work with industry leading Subject Matter Experts and specialist products
Regular social events and networking opportunities
Collaborative, supportive culture
Active DE&I program
Employee Assistance Program which provides expert third-party advice on well-being, relationships, legal and financial matters, as well as access to counselling services