VP Client Success – Experience

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

📋 Description

• Lead the global Client Success and Experience organization, integrating Customer Support with Client Success Operations.

• Develop and implement a future-oriented client success strategy that encompasses all client interactions.

• Create a proactive engagement model that emphasizes adoption, retention, operational excellence, and long-term partnerships.

• Promote accountability, ownership, client-centric values, and a culture of continuous improvement.

• Mentor and develop leaders within Client Success and Support teams.

• Construct predictive frameworks for client health and retention.

• Utilize AI and data analytics to uncover barriers to adoption, identify growth opportunities, and assess client risks.

• Implement AI-assisted support mechanisms, intelligent case triage, knowledge retrieval, resolution recommendations, and workflow automation.

• Enhance self-service options and establish governance for AI-driven client experience initiatives.

• Elevate client experience through proactive engagement, transparency, and scalable support models.

• Provide insights into platform health, program performance, reporting, and operational metrics.

• Enhance support responsiveness, issue ownership, escalation management, and resolution predictability.

• Set up client health scores and operational performance metrics.

• Minimize manual processes through automation and scalable service delivery.

• Collaborate with Product, Engineering, Implementations, Commercial, and Operations teams.

• Translate client feedback and operational challenges into enhancements in products and processes.

• Offer executive insights into client health, satisfaction, retention risks, and growth opportunities.

• Align client success goals with the overall business strategy.

⛳️ Requirements

• Extensive leadership experience in managing global Client Success, Technical Account Management, Customer Support, or Client Operations teams.

• Comprehensive understanding of client lifecycle management, customer success methodologies, and operational excellence frameworks.

• Proven track record in leading large-scale transformation initiatives and building high-performing global teams.

• Familiarity with AI, automation, predictive analytics, and self-service technologies.

• Strong commercial insight and capability to correlate operational performance with growth opportunities.

• Excellent skills in stakeholder management and executive collaboration.

• Experience in data-driven decision-making and establishing client success and support metrics.

• Strong communication, strategic planning, and organizational leadership abilities.

• Ability to excel in complex, fast-paced, global environments.

• A Bachelor’s degree in Business, Technology, Computer Science, Engineering, or a related field is preferred.

• Significant senior leadership experience in Customer Success, Customer Support, Client Operations, or similar areas.

• Experience in fintech, payments, issuer processing, banking infrastructure, financial services, or intricate B2B technology.

• Demonstrated achievements in scaling global teams and enhancing client satisfaction, retention, adoption, and operational performance.

• Proven success in implementing AI-enabled client experience strategies, automation projects, and scalable support models.

• Experience collaborating with executive stakeholders and spearheading cross-functional transformation programs.

• Capability to issue invoices as an independent contractor.

• Must be legally authorized to work in the current country of residence without visa sponsorship or additional work authorization.

• Subject to checks on credit, education, identity, employment, criminal records, sanctions, and enforcement.

🏝️ Benefits

• Diverse, global team.

• Opportunity to engage in meaningful work and collaborate across markets and functions.

• Commitment to an equal opportunity and inclusive workplace.

• Monthly compensation paid in US dollars.

• AI-enabled interview recording and transcription for precise response capturing.