Vice President of Client Services

Jonas Software•Toronto, ON

5d•Onsite

About The Position

CORA Loyalty is seeking a highly experienced Vice President, Client Services to lead the global Client Services and Account Management function. This role is primarily responsible for client health, renewals, Net Revenue Retention (NRR), Annual Recurring Revenue (ARR) retention and expansion visibility, Customer Satisfaction (CSAT), Net Promoter Score (NPS), governance cadence, delivery governance, and post-sale operational execution. This is a hands-on operational leadership role where the candidate will lead from the front, run the operating rhythm, enter difficult client situations, coach account teams directly, challenge weak account discipline, and make client governance visible, measurable, and accountable. The role aims to remove ordinary post-sale and delivery-governance dependence from the Chief Customer Officer by becoming the default executive owner for Client Services discipline, renewal readiness, account health, service quality, delivery confidence, escalation control, and expansion-signal capture. The Head of Global Delivery will report into this role and own day-to-day delivery and implementation execution, while this role owns the end-to-end client outcome and ensures Client Services, Account Management, Delivery, Product, Support, Finance, Legal, Sales, and Business Development operate as one post-sale system.

Requirements

Highly experienced Vice President, Client Services
Experience leading global Client Services and Account Management functions
Experience with client health, renewals, NRR, ARR retention and expansion visibility, CSAT, NPS, governance cadence, delivery governance, and post-sale operational execution
Hands-on operational leadership experience
Ability to run operating rhythm, enter difficult client situations, coach account teams directly, challenge weak account discipline, and make client governance visible, measurable, and accountable
Experience owning the end-to-end client outcome and ensuring Client Services, Account Management, Delivery, Product, Support, Finance, Legal, Sales, and Business Development operate as one post-sale system
Experience establishing and maintaining strong account-planning discipline
Experience running a disciplined client and delivery-governance cadence
Experience driving renewal readiness
Experience identifying expansion signals and working with Sales, Business Development, Finance, and Delivery
Experience ensuring clean handoffs from Sales / Business Development into onboarding, mobilization, delivery, and ongoing account leadership
Experience leading material client and delivery escalations
Experience partnering with Product, Delivery, Implementation, Support, Analytics, Finance, Legal, Sales, and Business Development
Experience using voice-of-client feedback, CSAT, NPS, adoption data, delivery learnings, service issues, and account reviews to improve product priorities, client experience, packaging, service design, and managed-services capability
Experience building strong reporting discipline across CRM and related operating tools
Experience recruiting, developing, coaching, and performance-managing Client Services and Account Management leaders
Experience managing the Head of Global Delivery as a senior direct report
Experience creating and maintaining practical playbooks for account planning, client onboarding, delivery handoff, QBRs, renewal readiness, escalation management, account reviews, expansion-signal capture, and executive client communication

Responsibilities

Own and develop the global Client Services and Account Management operating model, ensuring every material client has clear ownership, account discipline, governance cadence, renewal visibility, delivery status, and documented next steps.
Lead global Client Services / Account Management teams as a hands-on player-coach, setting the weekly rhythm, reviewing account plans, testing client-health assumptions, and personally joining material client reviews, escalations, and executive conversations where required.
Direct and hold the Head of Global Delivery accountable for launch governance, mobilization quality, implementation visibility, delivery-risk control, resource escalation, and day-to-day delivery execution, while keeping this role focused on the overall client outcome and executive operating system.
Own the core post-sale performance metrics, including NRR, GRR, ARR retention and expansion visibility, renewal performance, churn risk, CSAT, NPS, client health, adoption, service quality, launch quality, delivery governance, and escalation ageing.
Establish and maintain strong account-planning discipline across the client base, including account plans, executive sponsor maps, renewal calendars, risk registers, delivery-status views, action logs, product-adoption plans, and measurable client outcomes.
Run a disciplined client and delivery-governance cadence, including QBRs, EBRs, account reviews, renewal-readiness reviews, delivery-readiness reviews, escalation forums, and internal account-health reviews with Product, Delivery, Finance, and leadership where appropriate.
Drive renewal readiness well ahead of contract dates, ensuring risks, delivery issues, service gaps, procurement requirements, commercial dependencies, executive sponsors, and client sentiment are visible early enough to act.
Ensure Client Services identifies expansion signals, scope changes, client needs, renewal risk, and commercially material opportunities, while working with Sales, Business Development, Finance, and Delivery so that material commercials are priced, feasibility-checked, pursued, and closed through the right owner.
Ensure a clean and credible handoff from Sales / Business Development into onboarding, mobilization, delivery, and ongoing account leadership, with clear ownership of commitments, delivery assumptions, support model, governance cadence, success measures, and escalation paths.
Lead material client and delivery escalations with pace and control, ensuring issues have owners, action plans, dates, communication discipline, and executive visibility without allowing every issue to default to the Chief Customer Officer.
Partner closely with Product, Delivery, Implementation, Support, Analytics, Finance, Legal, Sales, and Business Development to ensure client commitments are operationally realistic, commercially sound, and aligned with available capacity.
Use voice-of-client feedback, CSAT, NPS, adoption data, delivery learnings, service issues, and account reviews to improve product priorities, client experience, packaging, service design, and managed-services capability.
Build strong reporting discipline across CRM and related operating tools, ensuring live account status, renewal stage, risk level, expansion signals, delivery status, launch timeline, next steps, and owner accountability are visible and reliable.
Recruit, develop, coach, and performance-manage Client Services and Account Management leaders, and manage the Head of Global Delivery as a senior direct report, raising standards in client communication, account ownership, commercial judgment, delivery governance, and operational execution.
Create and maintain practical playbooks for account planning, client onboarding, delivery handoff, QBRs, renewal readiness, escalation management, account reviews, expansion-signal capture, and executive client communication; represent Client Services and Delivery in leadership discussions with clear operating truth.