Client Success Lead

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Ownership of Client Relationships: Develop, sustain, and enhance trustworthy connections with both new and existing client partners.

• Act as the main point of contact for client communication, satisfaction, and strategic account growth.

• Deliver a high-touch, high-trust client experience that embodies the VHS mission and brand values.

• Support in Business Development: Collaborate with the Head of Sales to establish new client relationships and expand existing accounts.

• Assist in client onboarding and set clear expectations regarding processes, communication, and success metrics.

• Spot opportunities for account expansion, increased engagement, and long-term partnerships.

• Oversight of Requisitions: Maintain responsibility for all open requisitions within assigned client accounts.

• Track progress, urgency, alignment, and delivery across active searches.

• Work with recruiting leadership to ensure search activities align with client expectations and business priorities.

• Proactively escalate risks, friction, or process disruptions early on.

• Serve as a Cross-Functional Liaison: Act as a link between sales and recruiting, ensuring smooth transitions, effective internal communication, and aligned execution.

• Participate in and contribute to weekly sales and recruiting meetings.

• Convert client feedback, concerns, and priorities into actionable insights for internal teams.

• Assist both teams in maintaining alignment on account strategy, search status, and relationship health.

• Client Strategy & Retention: Enhance retention through proactive communication, responsiveness, and strategic problem-solving.

• Address client concerns and executive escalations with professionalism, urgency, and ownership.

• Ensure clients feel supported, understood, and confident in the VHS process.

• Transform strong client partnerships into long-term advocates for VHS.

• Process Improvement & Insights: Identify trends in client relationships, requisition flow, and service delivery.

• Suggest enhancements that strengthen the client experience and improve team coordination.

• Help define what "excellent client success" looks like at VHS as the function evolves.

⛳️ Requirements

• Experience in account management, client success, business development, recruiting, staffing, or a related client-facing role.

• Demonstrated ability to cultivate and maintain robust business relationships.

• Excellent communication skills with the capacity to navigate both external client interactions and internal cross-functional collaboration.

• Experience in managing multiple priorities, stakeholders, and active accounts concurrently.

• Ability to think strategically while remaining engaged in day-to-day execution.

• Strong sense of ownership, urgency, and accountability.

• Comfortable in a fast-paced, growth-oriented environment.

• Experience in recruiting, talent acquisition, staffing, or veteran hiring is highly preferred.

🏝️ Benefits

• Role based on commission.

• Unlimited earning potential.

• Hybrid work flexibility: remote-first with a collaborative home base in greater Boston, MA.

• Clear advancement path: opportunities for growth into team lead and management roles as VHS expands.

• Direct impact on the mission: every deal closed creates new opportunities for veterans.