Please do not respond to direct messages with your personal information. All job applications and your sensitive, personal information should only be submitted via our official job platform.Job Title: Vice President, Client Success Partners
Location: US-GA-Atlanta (Sandy Springs - Hybrid)
FLSA: Exempt
Job Overview:The Vice President, Client Success Partners leads the team that owns Safe-Guard's day-to-day relationships with our largest OEM and captive-finance partners. You will lead the Client Success Partners and their paired Program Managers, and you will own the account plan, client health, renewal execution, and the relationship for every account in the portfolio. You will build the Client Success discipline from the ground up: account plans, Client Health Assessments, a standard QBR, escalation and recovery playbooks, and shared goals between Client Success Partners and Program Managers. The goal is that every partner receives a consistent, data-driven experience that proactively drives success for Safe-Guard and our clients. Success is measured in client health, retention and renewal outcomes, on-time delivery of partner commitments, and the strength of the team you build.
Job Responsibilities:- Lead the Client Success Partner and Program Manager teams; own hiring, development, succession, and performance management, and set clear career paths for the function.
- Own the annual account plan for every partner in the portfolio, translating the growth thesis set by Partner Strategy into commitments with named owners and dates.
- Establish and run the Client Health Assessment program: a scored, consistent read on every account across program adoption, dealer outcomes, sentiment, relationship strength, and service performance, with corrective actions and review cadence set by risk tier.
- Own the QBR standard across the portfolio. Client Success Partners own the agenda, the deck, and the room; Finance & Insights builds the pack; every QBR ends with owners, dates, and a recap within 48 hours.
- Own client escalation and recovery: same-day acknowledgment, one recovery plan, and proactive updates until closed. Partner with Partner Strategy on executive escalations and with Partner Operations to make sure root causes are fixed.
- Lead renewal and repricing execution: own the renewal calendar, build and lead the value case, and run the negotiation in partnership with Partner Strategy and Risk & Pricing.
- Govern the commercial health of each account, including detailed rate and pricing reviews, invoice approval, volume rebates, contractual obligations, and SLA reporting.
- Hold the operating model in place: route all partner and dealer requests through the formal intake systems (e.g., Asana, ASC), and pair Client Success Partners and Program Managers on shared goals for on-time project delivery and launch success.
- Build the Client Success playbook layer, including the account plan standard, client communication cadence and templates, escalation playbooks, and documented processes and procedures.
- Bring dealer economics into every partner conversation, including penetration, F&I PVR, products per deal, and cancellation trends, and keep the partner and the field working toward the same targets with Sales & Dealer.
- Build strong working relationships with Partner Strategy, Partner Operations, Sales & Dealer, Claims & Processing, Risk & Pricing, Legal & Compliance, Technology, and the ePMO.
- Report portfolio health, risks, and renewal outlook to the Chief Operating Officer and executive leadership monthly through a single scorecard, with no surprises.
- Protect partner commitments, SLAs, and in-flight launches through organizational change; establish the team charter, operating cadence, and culture for the new Client Success function.
- Develop and manage the operating budget, staffing plan, and account coverage model, and champion AI-enabled tools that improve account insight and team productivity.
Job Requirements:- Bachelor's degree in Business, Finance, Economics, or a related field; MBA or other advanced degree preferred.
- Minimum of 15 years of progressive experience in client success, strategic account management, or relationship management serving enterprise clients, preferably OEMs, captive finance companies, or large financial institutions.
- At least 8 years of people-leadership experience, including at least 5 years leading leaders and enterprise account teams.
- Proven track record owning a portfolio of strategic, high-revenue accounts, with measurable results in retention, renewal, and growth.
- Demonstrated experience building a client success function from the ground up, including account planning, health scoring, QBR standards, escalation playbooks, and career paths.
- Strong commercial acumen, including master service agreements, renewals, rate and pricing structures, rebates, and invoicing, and the ability to build and defend a value case.
- Executive presence, with credibility among senior leaders at partner organizations and internally, and the ability to deliver difficult news directly.
- Strong program and project management discipline; PMP or equivalent certification a plus.
- Analytical and data-driven, with experience managing to scorecards, KPIs, SLAs, and root-cause analysis.
- Proven ability to lead across functions without direct authority and to build consensus among operations, sales, risk, legal, and technology partners.
- Demonstrated ability to lead teams through organizational change while keeping client commitments and team morale intact.
- Deep knowledge of automotive F&I products (VSC, GAP, tire and wheel, ancillary) and dealer economics strongly preferred; third-party administration (TPA) experience a plus.
- Experience with work management platforms (e.g., Asana, Jira, Smartsheet) and AI-enabled productivity tools preferred.
- Microsoft Office (Outlook, Excel, Word, PowerPoint) proficiency.
- Ability to travel to partner and client sites as required (up to 25%).
- Must be authorized to work in the U.S.
- Must be able to successfully pass a background check.
Company Benefits:- Medical, Dental, and Vision Insurance
- Flexible Spending Account
- Health Savings Account
- 401(k) Plan with Company Match
- Company-paid Short-Term and Long-Term Disability
- Company-paid Life Insurance
- Paid Holidays and Vacation
- Employee Referral Program
- Employee Assistance Program
- Wellness Programs
- Paid Community Service Opportunities
- Tuition Reimbursement
- Ongoing Training & Personal Development
- And More!
