Senior Vice President, Client Value Management
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 individual will be the founding leader of Client Value Management (CVM) at Curinos, a new function accountable for ensuring every client achieves the value they expect from our products and services, and for the retention outcomes that follow. The mandate is explicit: improve Gross Revenue Retention from the mid-80s toward 90%+ across our enterprise portfolio. This is a build role where the individual will design the operating model, hire and develop the team, define the coverage model, and establish the governance that makes client value realization consistent and renewal outcomes predictable, all while the company transitions clients from legacy point solutions onto our platform. The work is visible, requiring presentations of retention performance and portfolio health to the executive team, board, and private equity investors.
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.
- Analyze portfolio performance rigorously and can identify systemic risk before it appears in a renewal forecast.
- Synthesize ground-level operations and portfolio data into board-ready retention narratives, and influence cross-functional leaders in a matrixed organization.
- Bring high emotional intelligence, structured problem-solving, and comfort operating through ambiguity and change.
- Approximately 10–15 years of progressive client-facing leadership experience.
Nice To Haves
- Financial services client experience is strongly preferred — understand how banks and credit unions buy, renew, and build institutional trust.
Responsibilities
- Build the Function: 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 — in alignment with Client Management and Revenue Operations.
- Own portfolio-level retention: Own portfolio GRR, monitor portfolio health, identify systemic renewal risks early, and drive enterprise retention strategies.
- Translate client, commercial, and operational insight into executive-level recommendations that improve retention and long-term client value.
- Report retention performance and portfolio health to the executive team, board, and investors with clarity and candor.
- Lead at the client executive level: Serve as 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
- Generous paid time off
- Learning and development support
- Unlimited PTO
- Floating holidays
- Volunteering days
- A day off for your birthday
- 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, legal and financial matters, as well as access to counselling services
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
