VP, Client Success
On-siteSan Antonio, Texas, United States
Job Summary
Lead the Client Success organization to drive enterprise retention, account growth, and long-term customer value across multiple portfolios. Partner with Sales, Operations, Product, and executive leadership to align strategy with growth objectives, establish governance, and accelerate Net Revenue Retention. Oversee customer portfolio performance including renewals, health, adoption, and expansion while building scalable processes and cross-functional collaboration. Develop talent strategy, succession planning, and performance management to scale organizational capability. Present portfolio performance and strategic initiatives to executive leadership. Requires 15+ years of progressive experience in Client Success or commercial leadership within a BPO environment, with up to 50% travel. Located onsite in San Antonio, Texas.
Required Qualifications
- Bachelor's degree
- 15+ years of progressive experience in Client Success, Customer Experience, Commercial Leadership, or related fields, including executive leadership responsibility
- Demonstrated success leading large-scale customer organizations with revenue accountability in BPO environment
- Proven experience delivering retention, expansion, and customer value outcomes across enterprise portfolios
- Strong commercial, financial, and operational leadership capabilities
- Ability to travel up to 50% as needed to support client relationships, business objectives, leadership activities, and organizational priorities
- Recognized industry expert with deep market knowledge and a strong reputation as a thought leader
- Exceptional executive negotiation, communication, and influencing skills, with the ability to build strong partnerships across leadership teams
- Proven success in shaping business and growth strategies while leading organizational change and transformation
- Demonstrated ability to build, scale, and develop high-performing teams, operating models, and organizational capabilities
- Willing to work in our San Antonio Office
Desired Qualifications
- Master's degree
- Healthcare, payer, provider, or health services industry experience
- Experience managing enterprise customer growth and retention strategies
- Exposure to customer operating models, digital transformation, or commercial excellence initiatives
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