THE ROLE IN A NUTSHELLThe Vice-President, Client Success reports to the Executive Vice-President & Head of Growth & Client Solutions and will build and lead GreenShield's Client Success function. The role owns the strategy for GreenShield's most strategic client relationships, ensuring clients experience one coordinated GreenShield regardless of product, Line of Business, segment, region or function.
The Vice-President will establish and scale the Client Success model over time and will also be accountable for a defined portfolio of GreenShield's most strategic client relationships. The role will define Client Success accountabilities and establish strong partnerships with Lines of Business, the Quebec Region, Operations, Business Development, Product, Finance and other enterprise functions. The model must respect Line of Business accountability for P&L, account management and service delivery while creating the shared ways of working required to deliver one integrated relationship strategy.
The role is accountable for client strategy, client health, executive relationship coverage, retention, coordinated growth and expansion of client relationships. Revenue outcomes will be achieved through shared accountability with Lines of Business, the Quebec Region, Operations and Business Development.
Success will be measured through stronger retention, improved NPS and CSAT, growth in integrated solutions, stronger client relationship health, fewer fragmented messages to the market, and disciplined execution against client commitments.
WHO WE'RE LOOKING FORWe're looking for a senior commercial and relationship leader who can build a new enterprise capability while remaining directly accountable for strategic client relationships. The ideal candidate can bring structure to ambiguity, influence across a matrix, and create practical ways of working that make it easier for GreenShield to deliver as one organization.
KEY RESPONSIBILITIES- Build and scale GreenShield's Client Success function, including the future operating model, mandate, accountabilities, decision rights, coverage approach, talent requirements and performance expectations, in partnership with Lines of Business, the Quebec Region and Operations leadership.
- Be directly accountable for a defined portfolio of GreenShield's most strategic clients, providing executive relationship leadership and ensuring one coordinated GreenShield experience across Lines of Business, the Quebec Region, Operations and other enterprise functions.
- Develop differentiated relationship strategies for strategic, growth and core clients, including account planning, relationship mapping, executive sponsorship, joint success plans, quarterly business reviews, catalyst sessions and voice-of-client mechanisms.
- Partner with Quebec Region leadership to adapt enterprise client strategies to Quebec's distinct market, language, regulatory and relationship context, while preserving clear local leadership and a coordinated One GreenShield experience.
- Establish a consistent approach to client performance and retention, including measures for retention, satisfaction, growth, share of wallet, relationship strength, NPS and CSAT, early-warning indicators and regular executive reviews of the most important relationships.
- Lead client health and proactive risk management for strategic relationships, ensuring issues, opportunities and commitments are visible, actively managed and escalated when required.
- Coordinate GreenShield's relationship with clients, reducing fragmented ownership and conflicting messages while aligning Lines of Business, the Quebec Region, Operations, Business Development, Product, Finance and other enterprise functions around common client outcomes.
- Establish a disciplined handoff from business development to implementation to active client management, ensuring clear knowledge transfer, continuity and role clarity among the Client Success leader, the accountable Line of Business or regional relationship leader, and delivery teams.
- Partner with Business Development leaders on strategically important opportunities by bringing existing client insight, enterprise relationship context and transition planning.
- Build Client Success capability across consultative relationship management, executive engagement, commercial acumen, strategic account planning and enterprise-first leadership. Scale the function through a phased build, using demonstrated client need, clear coverage priorities and proven impact to inform future team size and investment.
QUALIFICATIONS - Senior leadership experience in client or customer success, strategic account management, relationship leadership, enterprise sales, business development or commercial growth, ideally in insurance, health, benefits, consulting, software or another complex B2B environment.
- Proven ability to build or transform a client-facing function, including mandate definition, coverage models, accountabilities, decision rights, talent requirements and ways of working.
- Strong executive relationship skills, with experience managing complex, multi-stakeholder client relationships and engaging confidently with senior client leaders, advisors, consultants and internal executives.
- Commercial acumen and growth orientation, with the ability to connect client strategy, retention, integrated solution growth, business development execution and Line of Business outcomes.
- Demonstrated ability to operate in a matrix, influence without direct authority and resolve ambiguity across Lines of Business, the Quebec Region, Operations, Business Development, Product, Finance and other enterprise functions.
- Experience with account planning, relationship mapping, executive sponsorship, client lifecycle management and client performance management.
- Strong analytical and performance management capability, including the ability to establish meaningful client health measures, retention indicators, growth metrics and executive reporting.
- Experience building customer success disciplines in a software or SaaS environment is an asset.
- Bachelor's degree in Business Administration, Commerce or a related field; advanced degree or equivalent experience preferred.
- Bilingualism in English and French is preferred.
LEADERSHIP BEHAVIOURS- Enterprise-first mindset, with the discipline to make trade-offs visible and resolve ambiguity quickly.
- Strong ownership and accountability for client outcomes, relationship health, retention and coordinated growth.
- Clear, concise and proactive communication that builds confidence with clients, executives and cross-functional partners.
- Commercially sharp and client-centred, with the ability to translate GreenShield's integrated payer-provider value into practical client strategies.
- Collaborative leadership across a matrix, aligning Lines of Business, the Quebec Region, Operations, Business Development, Product, Finance and other enterprise functions around common client outcomes.
- Builder mindset, with the ability to develop talent, create repeatable processes, strengthen capability and prove the business impact of the Client Success model.
AFEW MORE DETAILSProficiency in English is requiredfor this position. As part of this role, you will be required to communicatewith colleagues or customers who use English as their primary language. By requiring English proficiency for thisposition, we aim to ensure that our employees can excel in their roles,collaborate, and communicate effectively, and contribute to the success of ourorganization.
GS supports diversity, equity andinclusion in our teams and communities, and we value the unique contributionsmade by all. Even if your experience doesn't align perfectly to everyrequirement, we invite you to apply. We encourage applications fromall candidates and will accommodate needs under human rights legislationthroughout all stages of the recruitment and selection process. Please let usknow of any accommodation through [redacted]. Information received relating toaccommodation will be addressed confidentially.
AI Usage - GreenShield leverages AI to help produce Job Descriptions, and ideate on interview questions. We also leverage AI for interview transcription support.
