Vice President of Client Success

A client of AlphaStaffHCM™ is searching for a Vice President of Client Success to lead their Client Success function. This is a full-time, remote role that reports directly to the CEO. The client is a payments-focused company that provides chargeback management, dispute resolution, and prevention solutions to large enterprise clients, with teams in the United States and India.

Day to day:

• We are seeking a strategic, analytical, and technically fluent leader to own and elevate our Client Success function. You will lead, train, and top-grade a team of 13 across the United States and India, setting the right structure and holding everyone to a high standard. You’ll serve as executive sponsor for our large enterprise accounts, making sure clients see measurable value, stay with us, and grow with us. This isn’t a sales role, but it carries real revenue responsibility: you will spot opportunities, pitch solutions to existing clients, and increase share of wallet. Most of your time goes to leading the team, and you may also manage a select book of business of your own. The ideal candidate combines emotional intelligence with technical credibility, makes tough talent decisions with sound judgment, and continually improves how the team operates.

Key responsibilities:

• Client Success Strategy & Business Performance
• Develop and execute a Client Success strategy aligned with company objectives, client needs, and the capabilities of the company’s products and services.
• Establish a proactive approach to client engagement, adoption, retention, renewal readiness, and expansion.
• Define client segmentation, account coverage, engagement frequency, and escalation practices based on client complexity, value, and needs.
• Establish client success plans that connect solution performance to each client’s financial, operational, and customer experience objectives.
• Identify portfolio trends, client risks, and growth opportunities, and turn those findings into coordinated action.
• Partner with Sales on renewals and expansion opportunities, ensuring recommendations address demonstrated client needs.
• Leadership of U.S. & India Teams
• Lead, coach, and develop a team of 13 employees across the United States and India, establishing clear roles, expectations, and accountability.
• Build the team’s capabilities in consultative relationship management, business analysis, technical understanding, and executive communication.
• Establish effective coordination across time zones, including account handoffs, issue ownership, documentation, and coverage.
• Set consistent standards for client meetings, performance reporting, business reviews, and follow-through.
• Assess team capacity, account assignments, and skill gaps to support service quality and business growth.
• Create a culture of empathy, curiosity, ownership, and constructive challenge.
• Develop talent and succession plans and address performance concerns promptly.
• Executive Client Relationships
• Serve as an executive sponsor for strategic accounts, building relationships with senior stakeholders across payments, fraud, finance, operations, and technology.
• Develop a deep understanding of client priorities, business economics, transaction patterns, and operational challenges.
• Lead complex conversations involving performance concerns, technical issues, service gaps, and competing expectations.
• Use emotional intelligence to understand stakeholder concerns, manage tension, and build confidence through clear commitments and reliable execution.
• Guide executive business reviews that connect results to business impact, recommendations, and decisions.
• Ensure client feedback informs internal priorities and that clients receive clear responses on commitments and requests.
• Technical & Solution Leadership
• Maintain a strong working understanding of the company’s chargeback, dispute, and prevention solutions, including capabilities, limitations, configurations, and dependencies.
• Understand how transaction, dispute, and supporting evidence data move through client systems, payment platforms, integrations, and internal workflows.
• Evaluate integration and data issues involving APIs, file exchanges, data mapping, reporting, and system connectivity in partnership with technical teams.
• Ask informed technical questions, challenge assumptions, and help distinguish product issues from data, configuration, process, or execution problems.
• Translate client business requirements into clear priorities for Product, Technology, Data Science, and Delivery.
• Ensure technical commitments made to clients are validated with the teams responsible for delivery.
• Oversee client readiness and communication for implementations, product changes, and significant service disruptions.
• Build the Client Success team’s ability to explain technical concepts and coordinate effective troubleshooting.
• Analytics & Client Business Value
• Establish a disciplined approach to interpreting client and portfolio performance.
• Guide analysis of chargeback rates, dispute volumes, reason-code trends, representment win rates, recovery dollars, prevention outcomes, and operational turnaround times.
• Ensure reporting uses consistent metric definitions, appropriate comparison periods, and reliable data.
• Challenge conclusions that overlook transaction volume, dispute mix, case maturity, or other factors affecting results.
• Translate findings into recommendations that help clients reduce losses, improve recoveries, strengthen prevention, and increase operational efficiency.
• Partner with analysts and Data Science to investigate root causes and evaluate the impact of corrective actions.
• Ensure business reviews explain what changed, why it matters, and what should happen next.
• Cross-Functional Execution & Escalation Management
• Establish clear working routines with Sales, Product, and Delivery throughout the client lifecycle.
• Ensure a thorough transition from sales to implementation and ongoing account management, including documented expectations, success measures, and responsibilities.
• Lead significant client escalations, coordinating ownership, business impact assessment, communication, and resolution.
• Identify recurring service or product issues and drive corrective action with accountable leaders.
• Maintain visibility into commitments, unresolved risks, and dependencies affecting client outcomes.
• Represent client needs in product prioritization while balancing business value, feasibility, and organizational capacity.
• Operating Discipline & Continuous Improvement
• Establish dashboards covering client health, retention, adoption, engagement, escalations, and team performance.
• Develop a client health assessment that incorporates relationship strength, performance, adoption, service experience, and commercial risk.
• Maintain reliable account documentation, stakeholder maps, success plans, and action tracking within the CRM or client success platform.
• Improve processes, reporting, and appropriate use of automation to increase team capacity and consistency.
• Present portfolio performance, significant risks, and recommended actions to executive leadership.

Must have’s:

• 10+ years of progressive experience in client success, account management, technical account management, payments, or fintech, including significant leadership responsibility.
• Experience in the payments or chargeback industry, supporting chargebacks, disputes, merchant acquiring, payment processing, or fraud prevention.
• Proven success managing large enterprise client relationships and improving retention, adoption, and revenue.
• Track record of growing revenue within existing accounts through upsell, cross-sell, and expansion.
• Experience restructuring and top-grading teams, including managing performance and making difficult talent decisions.
• Experience leading geographically distributed teams, ideally across the United States and India.
• Strong technical fluency in enterprise platforms, APIs, integrations, data flows, and technical issue resolution.
• Ability to interpret complex performance data and turn it into actionable insights.
• Excellent executive communication, negotiation, coaching, and cross-functional leadership skills.
• Based in the Central or Eastern time zone and able to travel as needed.
• Bachelor’s degree or equivalent relevant professional experience.

Nice to Have Qualifications:

• Familiarity with card network dispute processes, evidence requirements, prevention solutions, and monitoring programs.
• Experience supporting enterprise merchants, processors, acquiring banks, or payment partners.
• Experience supporting a mix of technology products and managed services.
• Working knowledge of SQL and BI tools such as Power BI or Tableau.
• Experience using AI and automation to improve client insights, reporting, and service delivery.

Compensation and Perks:

• Salary: $190,000 +
• Bonus: Performance-based bonus structure
• Benefits: Full benefits package
• Location: Remote in central or eastern time zone

Disclaimers: AlphaStaff, Inc. and the Client are equal employment opportunity employers and do not discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age, past or present military service, disability, genetic information, or any other basis protected by applicable federal, state, or local laws.