VP Client Success

Papaya Global•Austin, TX

About The Position

Papaya is a global workforce management platform that enables companies to hire, pay, and manage employees and contractors worldwide, compliantly and at scale. We support fast growing companies and enterprises in simplifying global payroll, payments, and workforce operations across multiple countries. We are seeking a VP, Client Success to lead Papaya’s global Account Management and Client Success organization. This role owns retention, renewals, and expansion across our customer base, ensuring strong revenue performance and a consistent, high-quality client experience. The VP will lead a multi-layered international team, including Regional Directors, and drive alignment across Sales, Product, and Operations to deliver value, strengthen customer relationships, and support long-term growth. Why this role matters As Papaya scales and serves increasingly complex enterprise customers, retaining and growing existing business is critical. This role sits at the center of our revenue engine, ensuring we protect recurring revenue, enable expansion, and operate as a trusted partner to our customers.

Requirements

Significant experience leading global, multi-layered teams, including leaders of leaders
Proven track record of owning revenue targets and driving retention, renewals, and expansion within Enterprise accounts
Experience leading Client Success, Account Management, or similar post-sales organizations
Strong commercial acumen with a clear revenue-oriented mindset
Exceptional leadership presence and executive-level communication skills
Ability to operate effectively in complex, fast-paced, global environments
Strong data-driven decision-making and forecasting discipline
Excellent stakeholder management across seniority levels and functions
Ability to balance strategic thinking with hands-on execution
Strong comfort working in international and cross-cultural environments

Nice To Haves

Background in Payroll, Payments, HR Tech, or B2B SaaS - preferred but not required given strong overall experience and track record

Responsibilities

Lead and own global retention program, with a focus on renewal, and expansion targets across all regions.
Run regular global pipeline and forecasting reviews, ensuring accuracy, visibility, and proactive gap management.
Establishes resilient methodology to own and manage critical client escalations globally, acting as executive sponsor when needed.
Champions account management best practices and drive adoption of shared tools and processes.
Establish programs to drive upsells and cross-sell across new products, new geographies, and expanded workforce scope.
Build and execute structured account growth plans for strategic enterprise customers.
Lead, develop, and scale a multi-regional team of Regional Directors and Account Managers.
Set clear KPIs, performance expectations, and accountability frameworks across regions.
Partner closely with Sales, Product, Operations, and Finance to align what is sold, delivered, and expanded.
Design and evolve the global Client Success organizational structure, coverage model, and leadership bench to support growth and scale.