DescriptionWe are seeking a VP, Client Success to lead Papaya's global Account Management and Client Success organization. This role owns retention, renewals, and expansion across our customer base, ensuring strong revenue performance and a consistent, high-quality client experience.
The VP will lead a multi-layered international team, including Regional Directors, and drive alignment across Sales, Product, and Operations to deliver value, strengthen customer relationships, and support long-term growth.
Why this role mattersAs Papaya scales and serves increasingly complex enterprise customers, retaining and growing existing business is critical. This role sits at the center of our revenue engine, ensuring we protect recurring revenue, enable expansion, and operate as a trusted partner to our customers.
Key ResponsibilitiesThe core mandate of the VP, Client Success is to lead and scale Papaya's global Client Success organization while owning revenue outcomes across retention, renewals, and expansion and navigates success across a diverse set of indicators.
Retention, Renewals, and Execution Excellence - Lead and own global retention program, with a focus on renewal, and expansion targets across all regions.
- Run regular global pipeline and forecasting reviews, ensuring accuracy, visibility, and proactive gap management.
- Establishes resilient methodology to own and manage critical client escalations globally, acting as executive sponsor when needed.
- Champions account management best practices and drive adoption of shared tools and processes.
Expansion & Revenue Growth- Establish programs to drive upsells and cross-sell across new products, new geographies, and expanded workforce scope.
- Build and execute structured account growth plans for strategic enterprise customers.
Leadership and Cross Functional Collaboration- Lead, develop, and scale a multi-regional team of Regional Directors and Account Managers.
- Set clear KPIs, performance expectations, and accountability frameworks across regions.
- Partner closely with Sales, Product, Operations, and Finance to align what is sold, delivered, and expanded.
- Design and evolve the global Client Success organizational structure, coverage model, and leadership bench to support growth and scale.
Requirements- Significant experience leading global, multi-layered teams, including leaders of leaders
- Proven track record of owning revenue targets and driving retention, renewals, and expansion within Enterprise accounts
- Experience leading Client Success, Account Management, or similar post-sales organizations
- Strong commercial acumen with a clear revenue-oriented mindset
- Exceptional leadership presence and executive-level communication skills
- Ability to operate effectively in complex, fast-paced, global environments
- Strong data-driven decision-making and forecasting discipline
- Excellent stakeholder management across seniority levels and functions
- Ability to balance strategic thinking with hands-on execution
- Strong comfort working in international and cross-cultural environments
- Background in Payroll, Payments, HR Tech, or B2B SaaS - preferred but not required given strong overall experience and track record
