Senior Vice President of Client Services

Engageware•Burlington, MA

1d•Hybrid

About The Position

The SVP of Client Services is a senior executive responsible for leading the client services organization to ensure exceptional client experiences, high retention, and sustainable revenue growth. This leader will be a key driver of Gross Revenue Retention (GRR) and Net Revenue Retention (NRR), partnering closely with the revenue organization to protect and grow the existing client base. This role oversees client onboarding, ongoing professional services, support operations, and service delivery. The SVP of Client Services develops strategic initiatives that strengthen client relationships, improve operational efficiency, and align service outcomes with company growth objectives. As an AI company, Engageware uses AI extensively in its internal operations and the SVP of Client Services will continue to drive service improvement and efficiency using the latest AI tooling.

Requirements

15+ years of experience in Client Services
10+ years in a senior leadership role managing large teams.
Experience in an Enterprise SaaS company
Demonstrated success in driving client retention and revenue growth.
Strong experience with clients in regulated industries
Proven ability to build and scale client services organizations
Excellent executive communication and stakeholder management skills
Demonstrated track record of owning and improving GRR and NRR metrics
Comfort with AI-powered platforms
Demonstrated success in using AI to transfor customer engagement and service delivery

Nice To Haves

Experience in Regulated Industries (banking, insurance, telecoms).
Experience managing global client services teams.
Background in professional services or implementation operations.
MBA or advanced business degree.
Spanish language skills or experience managing a LATAM team is a plus

Responsibilities

Define and execute the overall client services strategy to maximize client satisfaction, retention, and expansion.
Build long-term executive relationships with key clients.
Act as a senior escalation point for strategic or high-risk accounts
Partner with the revenue organization to help drive the client expansion strategy and NRR
Oversee onboarding, implementation, and support functions.
Ensure consistent service quality across all client touchpoints.
Establish operational processes, SLAs, and performance standards.
Build, mentor, and lead high-performing teams across client services and support.
Develop leadership within the organization and foster a culture of accountability and client-centricity.
Manage organizational structure, hiring plans, and performance management.
Partner with Sales to ensure smooth client transitions from sales to onboarding and collaborate on expansion and renewal opportunities within the existing client base.
Collaborate with Product to translate client feedback into roadmap improvements.
Define and track Key Results such as: Support response and resolution times, Gross Revenue Retention (GRR), Net Revenue Retention (NRR), Customer Satisfaction (CSAT), Net Promoter Score (NPS)
Build dashboards and reporting to provide visibility to executive leadership.
Contribute to corporate planning and revenue growth strategies.
Identify opportunities to improve service offerings and create new value-added services.