Vice President of Client Success

About Papaya Global

Papaya Global operates as a worldwide workforce management platform enabling organizations to hire, pay, and manage employees and contractors globally with compliance and scalability. We assist rapidly growing companies and large enterprises by streamlining global payroll, payment processing, and workforce operations across many countries.

Position Summary

We are looking for an experienced Vice President of Client Success to lead our global Account Management and Client Success teams. This leadership role is responsible for managing retention, renewals, and growth initiatives to ensure consistent revenue achievement and high client satisfaction. The VP will oversee a multi-layered international team, including Regional Directors, and foster alignment across Sales, Product, and Operations departments to deliver value, strengthen customer relationships, and drive sustainable growth.

Key Responsibilities

• Direct and manage global client retention strategies focused on renewal and expansion goals across all regions.
• Conduct global pipeline, renewal, and forecasting reviews to maintain accuracy, transparency, and proactive management of potential risks.
• Serve as executive sponsor for high-priority client escalations worldwide, ensuring well-structured resolutions and maintaining long-term relationships.
• Promote best practices in account management, encouraging the consistent use of shared tools, systems, and processes.
• Develop initiatives to foster upselling and cross-selling across new products, markets, and expanded workforce areas.
• Create and implement detailed account growth plans for strategic enterprise clients.
• Lead and expand a geographically dispersed team of Regional Directors and Account Managers, establishing clear KPIs, performance standards, and accountability measures.
• Collaborate closely with Sales, Product, Operations, and Finance teams to ensure alignment between what is sold, delivered, and expanded.
• Design and refine the global Client Success organizational framework, including coverage models and leadership depth, to support scaling.
• Utilize AI-driven analytics and revenue intelligence platforms to enhance retention forecasting, renewal predictability, and identify expansion opportunities across international customer segments.
• Apply AI-based insights to improve customer health metrics, prioritize escalation handling, and detect risks in enterprise accounts.
• Champion the integration of AI-supported workflows within the Client Success organization to boost efficiency, consistency, and data-driven decision-making at scale.

Candidate Requirements

• Extensive experience managing global, multi-tiered teams including senior leaders.
• Proven success in owning revenue targets with demonstrated impact on retention, renewals, and expansion within enterprise clients.
• Leadership background in Client Success, Account Management, or equivalent post-sales roles.
• Strong commercial insight paired with a revenue-focused mindset.
• Outstanding executive presence and communication skills suitable for senior leadership engagement.
• Capability to thrive in complex, fast-moving, and international environments.
• Expertise in data-driven decision making and robust forecasting practices.
• Effective stakeholder engagement across diverse seniority levels and functional areas.
• Ability to balance strategic vision with operational execution.
• Comfort and experience working in multicultural and global settings.
• Preferred experience in Payroll, Payments, HR Technology, or B2B SaaS sectors.
• Proven proficiency using AI-driven revenue intelligence tools for leadership execution, including forecasting, retention analysis, and optimization of the customer lifecycle.
• Demonstrated success leveraging AI insights to guide enterprise retention and expansion strategies, enabling data-informed decisions across global customers.