Vice President Client Success

Safeguard Global

1d • Hybrid

About The Position

Ready to join the future of work? Become part of a remote and hybrid first, global company spanning across the Americas, Europe, and Asia for A Job That Works for You. You will become among 2000+ Guardians worldwide, embracing YOUR unique approach to work. 🌎 Our vision of the future of work is “Work In Any Way” which offers flexibility for where you work, it empowers you to define your ideal work environment, unbound by the traditional notions of what work should look like. Most importantly, it puts people first! 🤩 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.

Requirements

• 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.

Responsibilities

• Own Enterprise Client Outcomes (Satisfaction, Retention/Renewals, Adoption, Growth Enablement)
• Run the End-to-End Client Experience Operating Model (Client Care + Client Success)
• Lead Retention Risk Management, Escalation Governance & Service Recovery
• Lead Leaders, Build Capability, and Scale the Organization
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Executive