VP, Client Success

Atmosera

15d • Remote

About The Position

The Vice President, Client Success leads Atmosera’s Client Success Manager and Technical Client Success Manager functions and owns the relationship and value-realization discipline for managed services clients after the sale. The role connects client priorities to service performance, renewal readiness, and expansion opportunities, and partners with leaders of Client Operations and Security Operations as well as Sales, Professional Services, Finance, Microsoft alliance stakeholders, and operational leaders.

The position is responsible for protecting and growing the managed services client base by establishing a consistent, measurable client-success operating model. It leads the client journey from transition into managed services through onboarding, adoption, value realization, renewal, and expansion; strengthens executive relationships; and creates early visibility into client risk.

The VP owns relationship strategy, client health, value realization, executive engagement, retention, and renewal readiness. The role develops the Atmosera Client Success Framework, leads and develops client-success teams, establishes cross-functional handoffs and decision rights, and uses client feedback and evidence to improve services and identify growth opportunities. Success is measured through retention, expansion, renewal performance and forecast accuracy, client satisfaction and advocacy, onboarding and time to value, and the capability and performance of the Client Success organization.

Requirements

• 10+ years of experience in Client Success, account management, service delivery, or client-facing technology leadership, including 5+ years leading managers or senior professionals.
• Demonstrated ownership of retention, renewals, expansion, executive relationships, and client-risk management in a recurring-revenue technology business such as managed services, SaaS, cloud services, or IT services.
• Experience building or materially improving client-success frameworks, portfolio segmentation, health scoring, success planning, executive reviews, renewal governance, and client-feedback loops.
• Ability to interpret MRR performance, forecast renewals and expansion, evaluate account economics, prioritize a portfolio, and distinguish relationship, delivery, commercial, and adoption risk.
• Sufficient technical depth to engage credibly with cloud and security leaders, connect Azure operations, security, FinOps, and modernization opportunities to business outcomes, and translate service information for executive audiences.
• Strong written and verbal communication, executive presence, and judgment in difficult client conversations; ability to create confidence without overpromising and surface risk early with clear options and ownership.
• Experience aligning Sales, Operations, Security, Professional Services, Finance, and technical teams around shared client outcomes while preserving clear decision rights and accountability.
• A strong record of hiring, coaching, developing, and retaining client-facing teams; establishing performance standards; managing capacity; and building succession depth.
• Ability to convert ambiguity into operating discipline, identify root causes, use evidence to guide decisions, and implement scalable improvements across a distributed organization.

Nice To Haves

• Experience at a Microsoft-focused managed services provider or cloud consultancy, including Azure consumption, Microsoft co-sell, and partner-led account motions.
• Experience with regulated-industry clients and cloud security or compliance programs such as FedRAMP, HIPAA, HITRUST, or SOC 2.
• Experience using Salesforce, Zendesk or ServiceNow, client-success platforms, business intelligence, and operational telemetry to manage portfolio health and demonstrate value.
• Experience identifying Data & AI, application modernization, security, FinOps, and Azure optimization opportunities within an installed client base.
• Experience leading through organizational change, including relationship transitions, operating-model redesign, or integration of teams and processes.

Responsibilities

• Own the client-success model across transition, onboarding, adoption, service reviews, executive engagement, renewal preparation, and ongoing value realization.
• Establish continuity plans for strategic accounts and keep client commitments, risks, and next actions visible through leadership transitions.
• Own retention performance and renewal readiness for the managed services portfolio.
• Partner with Sales on commercial strategy, contracting, and expansion pursuits; maintain visibility into renewal risk, expansion potential, and forecast confidence.
• Translate Azure operations and consumption, cloud security, FinOps and cost optimization, application modernization, Data & AI, and service-performance information into actionable business outcomes for clients.
• Set consistent standards for Executive Business Reviews and value conversations.
• Build a client health-scoring and risk-management approach that incorporates service performance, relationship strength, adoption, sentiment, financial signals, and open commitments.
• Lead executive save plans for at-risk clients and ensure corrective actions have clear ownership.
• Oversee development, adoption, and use of the Atmosera Client Success Framework, including portfolio segmentation, success plans, service-review standards, executive coverage, renewal governance, and feedback loops.
• Create clear handoffs and decision rights across Client Success, Client Operations, Security Operations, Professional Services, Sales, and Finance.
• Partner with operational leaders on escalations and service improvement while preserving accountability for technical delivery and incident execution.
• Lead, coach, and develop Client Success Managers and Technical Client Success Managers; establish portfolio coverage, capacity expectations, account-planning standards, succession depth, and performance cadence.
• Create structured client-feedback loops that inform service, process, and go-to-market improvements; bring objective client evidence into leadership decisions and help refine the ideal client profile.
• Partner across Atmosera to identify Azure consumption, Microsoft co-sell, cloud security, FinOps, Data & AI, and application modernization opportunities within the installed client base.
• Assess the managed services portfolio, renewal calendar, MRR concentration, client health, executive relationships, active escalations, team capability, capacity, coverage model, and lifecycle-management systems and data.
• Build working relationships with Client Operations, Security Operations, Sales, Professional Services, Finance, and Microsoft alliance stakeholders; confirm decision rights, escalation paths, commercial handoffs, and leadership cadences.
• Stabilize relationship continuity for priority clients, validate near-term renewals and risks, establish an executive coverage plan, and publish a roadmap for improving health scoring, success plans, service reviews, renewal readiness, and value reporting.
• Build a capable leadership bench and a Client Success team with clear standards, strong business and technical fluency, appropriate portfolio capacity, and consistent execution.

Benefits

• Competitive salary commensurate with experience and skills.
• 401(k) plan with a 100% company match on employee contributions up to 4% of salary.
• Performance-based compensation program with bonus potential.
• 100% employer-paid health, vision, and dental insurance premiums for employees.
• Company-paid life, accidental death and dismemberment, short-term disability, and long-term disability insurance.
• Three weeks of paid time off, usable for vacation, personal time, or sick leave.
• 11 paid holidays.
• Paid community service leave.
• Employee recognition and reward program.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed