VP, Client Success

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

📋 Description

• Direct the functions of the Client Success Manager and Technical Client Success Manager.

• Take ownership of the client-success framework throughout transition, onboarding, adoption, service reviews, executive engagement, renewal preparation, and continuous value realization.

• Manage retention performance and renewal readiness for the managed services portfolio.

• Collaborate with Sales on commercial strategies, contracting processes, and expansion initiatives.

• Convert Azure operations and consumption, cloud security, FinOps and cost optimization, application modernization, Data & AI, and service-performance insights into tangible business outcomes.

• Set standards for Executive Business Reviews and value discussions.

• Develop health-scoring and risk-management processes that integrate service performance, relationships, adoption, sentiment, financial indicators, and open commitments.

• Oversee executive save plans for clients at risk and manage corrective actions.

• Create and promote the adoption of the Atmosera Client Success Framework.

• Establish clear handoffs and decision-making rights across Client Success, Client Operations, Security Operations, Professional Services, Sales, and Finance.

• Lead, mentor, and cultivate the skills of Client Success Managers and Technical Client Success Managers.

• Define portfolio coverage, capacity expectations, account-planning standards, succession depth, and performance cadence.

• Implement client feedback mechanisms to enhance services, processes, and the go-to-market strategy.

• Identify opportunities related to Azure consumption, Microsoft co-sell, cloud security, FinOps, Data & AI, and application modernization.

• Foster trusted relationships with cross-functional teams and Microsoft alliance stakeholders.

• Ensure priority-client continuity, validate renewals and risks, establish executive oversight, and enhance health scoring, success plans, service reviews, renewal readiness, and value reporting.

⛳️ Requirements

• Over 10 years of experience in Client Success, account management, service delivery, or client-facing technology leadership.

• More than 5 years of experience leading managers or senior-level professionals.

• Proven track record of managing retention, renewals, expansions, executive relationships, and client-risk management within a recurring-revenue technology business such as managed services, SaaS, cloud services, or IT services.

• Experience in developing or significantly enhancing client-success frameworks, portfolio segmentation, health scoring, success planning, executive reviews, renewal governance, and client feedback mechanisms.

• Ability to analyze MRR performance, predict renewals and expansions, assess account economics, prioritize portfolios, and identify relationship, delivery, commercial, and adoption risks.

• Adequate technical expertise to engage effectively with cloud and security leaders, link Azure operations, security, FinOps, and modernization opportunities to business results, and convey service information to executive audiences.

• Excellent written and verbal communication skills, strong executive presence, and sound judgment in challenging client interactions.

• Experience in aligning Sales, Operations, Security, Professional Services, Finance, and technical teams around common client objectives while maintaining clear decision-making authority and accountability.

• Proven ability to hire, coach, develop, and retain client-facing teams; set performance standards; manage capacity; and establish succession depth.

• Skill in transforming ambiguity into structured operations, identifying root causes, using data-driven insights for decision-making, and implementing scalable improvements across a distributed organization.

• Preferred experience with a Microsoft-focused managed services provider or cloud consultancy, including Azure consumption, Microsoft co-sell, and partner-led account strategies.

• Preferred background with regulated-industry clients and cloud security or compliance programs such as FedRAMP, HIPAA, HITRUST, or SOC 2.

• Preferred experience with Salesforce, Zendesk, or ServiceNow, client-success platforms, business intelligence, and operational telemetry.

• Preferred experience identifying opportunities in Data & AI, application modernization, security, FinOps, and Azure optimization.

• Preferred experience leading organizational change, including relationship transitions, redesigning operating models, or integrating teams and processes.

🏝️ Benefits

• Competitive salaries aligned with experience and skills.

• 100% company matching on 401(k) contributions up to 4% of salary.

• Performance-based compensation with bonus potential in addition to base salary.

• 100% employer-covered health, vision, and dental insurance for employees.

• Company-paid life, AD&D, short-term disability, and long-term disability insurance.

• Three weeks of paid time off.

• 11 paid holidays.

• Paid community service leave.

• Employee recognition and reward program.

• Flexibility to work from home or from one of Atmosera's US offices if located nearby.