Position SummaryThis role blends client success leadership, program management, solution architecting, implementation oversight, and operational leadership into a single executive function. The Executive Lead is the primary owner of the Company's implementation outcomes and operational rhythm - responsible for building and leading Client Success and Operations teams, establishing scalable processes and protocols, coordinating across Aio and Client departments and stakeholders, applying inter-disciplinary expertise and deep industry knowledge to solve difficult problems and unblock issues, driving industry transformation initiatives as a public advocate of AIO's solutions and Epsilon methodology, and setting the standard for long-term client operational success and execution excellence.
Key ResponsibilitiesClient Success, Program Management & Industry Expertise- Own the end-to-end client journey - from onboarding and implementation through ongoing adoption, renewal, and expansion.
- Build and scale the client success function, defining KPIs and protocols for engagement, adoption, retention, and advocacy. Build, mentor, and scale multidisciplinary teams that support client success, implementation, and transformation initiatives.
- Establish a standardized implementation methodology to ensure consistency, efficiency, and high-quality delivery across all client projects.
- Lead cross-functional teams (product, engineering, operations, SMEs, and client success) through complex, enterprise-scale implementations and act as the connective tissue between product, technology, operations, and client-facing teams.
- Develop project governance structures, playbooks, and risk-mitigation frameworks to ensure successful rollouts.
- Act as executive sponsor for strategic accounts, ensuring alignment between client goals and company outcomes.
- Create executive-level reporting and communication for clients, including health scores, ROI analysis, and transformation roadmaps.
- Partner with clients to align system adoption with organizational structures, processes, and cultural readiness, applying deep knowledge of clients' industry and operating environment.
- Establish best practices for training, knowledge transfer, and adoption programs to ensure lasting transformation.
- Participate in internal transformation projects to improve enterprise-wide processes, scalability, and cross-team alignment.
- Serve as a key voice in the executive leadership team, contributing to company-wide strategy and growth.
Operational Leadership & Execution- Develop and maintain operational plans, roadmaps, and capacity forecasts across Client Success and Implementation teams; identify staffing gaps and bottlenecks before they impact delivery.
- Manage cross-departmental dependencies and create clear escalation paths; translate strategic objectives into executable milestones with clear ownership and timelines.
- Own the delivery of programs and initiatives; monitor and enforce timelines, budgets, and scope while balancing competing priorities, and track progress rigorously against commitments.
- Establish and monitor KPIs that drive accountability; drive rapid decision-making by eliminating ambiguity and getting stakeholders aligned; ensure post-mortems happen on schedule with actionable improvements implemented.
- Manage budget across owned functions; track spend, forecast needs, and optimize resource allocation.
- Build staffing plans and hiring roadmaps; partner with recruiting on key hires for Client Success, Implementation, and Operations roles.
- Create workload visibility across teams; balance competing priorities fairly and ruthlessly; identify skill gaps and drive targeted hiring, training, or process improvements.
- Set clear expectations, deadlines, and success metrics for team leads; conduct regular reviews and provide direct, actionable feedback on performance and growth; remove obstacles and advocate for team needs.
- Maintain transparent, data-driven reporting to leadership on operational health, risks, and client outcomes; escalate issues early and never surprise executives in meetings.
- Develop, document, and maintain SOPs and protocols for client success, implementation, and operational processes; train and coach teams on proper execution and provide feedback when protocols are not followed.
- Create and maintain operational dashboards and tracking tools; drive a culture of accountability, collaboration, and continuous improvement across functions.
QualificationsRequired- 10+ years of experience in client success, program/project management, or operations leadership within enterprise SaaS or financial services environments, including 5+ years in a leadership or executive capacity.
- Demonstrated experience owning end-to-end enterprise client implementations and driving industry transformation initiatives.
- Deep industry knowledge of financial services and lending operations (e.g., commercial lending, structured finance, or asset-based lending) and the ability to apply that expertise to solve complex client and product challenges.
- Advanced proficiency in financial management and budgeting - able to build a budget from first principles, track actuals vs. forecast, and optimize spend.
- Mastery of capacity planning, including workload balancing, resource forecasting, and the ability to say "no" strategically.
- Proven ability to build, mentor, and scale multidisciplinary teams spanning product, engineering, operations, SMEs, and client success.
- Exceptional organizational skills backed by systems thinking, with a track record of high-quality work product and rigor.
- Analytical mindset - makes decisions based on data, creates metrics that matter, and uses data to drive behavior change.
- Ability to multi-task and context-switch in a fast-moving environment without losing focus on strategic goals.
- Proactive problem-solver - identifies issues early, proposes solutions, and drives implementation without waiting to be asked.
- Studious mindset - able to read, understand, and implement complex SOPs, protocols, and regulatory or industry requirements, and train teams on proper execution.
- Executive-level communication and facilitation skills; experience creating health scores, ROI analyses, and transformation roadmaps for client and internal stakeholders.
- Comfort managing through ambiguity, making decisions with imperfect information, and creating clarity for teams in fast-moving environments.
Preferred- Experience with project management and business analytics platforms (Asana, Jira, Monday, etc.).
- MBA or similar advanced business credential.
- Prior experience building and scaling a client success or implementation function from the ground up.
- Experience operating in regulated environments (e.g., SOC 2, data privacy, security reviews, audit support).
Compensation Disclosure
The salary range for this role is commensurate with experience, skills, and location, as detailed below. Salary ranges are provided in accordance with applicable state and local pay transparency laws.
Salary Range
$170,000-$195,000 USD
