VP Client Success & Experience
RemotePoland or Spain
Poland or SpainRemoteContractSenior LevelMedium
ContractSenior LevelMedium
Job Summary
Lead the global Client Success & Experience organization by unifying Customer Support and developing the Client Success Operations function. Define and execute the future-state client success strategy to drive adoption, retention, and operational excellence across all touchpoints. Build proactive, data-driven, and AI-enabled engagement models that leverage predictive intelligence, automation, and self-service capabilities to deliver exceptional client experiences at scale. Partner with Product, Engineering, and Commercial teams to translate client feedback into actionable improvements and establish governance frameworks for AI initiatives.
Required Qualifications
- Strong leadership experience managing global Client Success, Technical Account Management, Customer Support, or Client Operations teams
- Deep understanding of client lifecycle management, customer success methodologies, and operational excellence frameworks
- Proven ability to lead large-scale transformation initiatives and build high-performing global organizations
- Experience leveraging AI, automation, predictive analytics, and self-service technologies to improve client outcomes and operational efficiency
- Strong commercial acumen with the ability to understand client business models and align operational performance with growth opportunities
- Excellent stakeholder management skills with the ability to influence and collaborate across executive leadership teams
- Data-driven decision-making capabilities with experience establishing and tracking meaningful client success and support metrics
- Strong communication, strategic planning, and organizational leadership skills
- Ability to thrive in complex, fast-paced, global environments while balancing strategic priorities with operational execution
- Extensive senior leadership experience in Customer Success, Customer Support, Client Operations, or related functions
- Experience within fintech, payments, issuer processing, banking infrastructure, financial services, or complex B2B technology environments
- Demonstrated success scaling global teams and driving measurable improvements in client satisfaction, retention, adoption, and operational performance
- Track record of implementing AI-enabled client experience strategies, automation initiatives, and scalable support models
- Experience working with executive stakeholders and leading cross-functional transformation programs within high-growth organizations
Desired Qualifications
- Bachelor's degree in Business, Technology, Computer Science, Engineering, or a related discipline preferred
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