๐Worldwide
Vice President of Client Success

Summer
๐Remote - United States
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Summary
Join Summer, a Certified B Corpยฎ maximizing savings for Americans with student debt, as their VP of Client Success. You will build and lead the growing Client Success team, driving client satisfaction, retention, and expansion. Responsibilities include launching new clients, retaining and growing revenue, running Client Success operations, driving client value and satisfaction, and championing client outcomes. You will also build and coach the team, managing top enterprise relationships and collaborating with other departments. Occasional travel is required. This role directly contributes to Summer's mission-driven strategy.
Requirements
- 10+ years of experience in a client-facing role (Client Success, Account Management, Program Delivery), with at least 3 years in a leadership capacity scaling and managing teams, ideally within B2B2C SaaS delivery of HR tech
- Player-coach in lean teams that can run a CHRO QBR and also roll up sleeves to ship a HubSpot workflow the same day. Comfortable directly owning strategic accounts while managing managers
- Full client lifecycle ownership with results from contract execution, adoption, renewal/expansion on portfolios >$10M ARR
- HR tech implementation that requires collaboration with HR and benefits teams to implement complex SaaS solutions, including employee eligibility data sharing, and HRIS/payroll and SSO integrations. HR and tech benefits fluency with ability to handle client skepticism, policy literacy, and sound decision-making
- Systems and enablement success building playbooks, automation, and self-serve resources that reduce time-to-value and improve activation
- High-judgment, self-directed operator that creates structure in ambiguity, sets crisp priorities; highly organized and capable of prioritizing and executing on multiple projects simultaneously, adeptly prioritizing and weighing tradeoffs
- Excellent executive communication; trusted by CHRO and public-sector leaders
Responsibilities
- Launch new clients on time: Responsible for client success and satisfaction from contract execution through go-live, project managing with internal Product and Sales teams to keep launches on schedule and within scope
- Retain and grow revenue: Own Net Revenue Retention by segment and deliver high renewal forecast accuracy. Run the renewal playbook (pricing guardrails, terms, options) with Sales. Identify opportunities for upselling, cross-selling, and expansion. Track cost-to-serve and improve efficiency quarter over quarter
- Run Client Success operations : Own key performance indicators and manage the teamโs CRM tools (e.g., HubSpot). Automate workflows, reporting, QBR delivery, and stakeholder mapping and expansion tracking. Establish a health score (including NPS, CSAT, adoption, risk, outcomes, etc.) with alerts and dashboards
- Drive client value and satisfaction: Maintain strong client health across B2B2C SaaS accounts. Personally captain top enterprise accounts until the full team is in place. Influence internal teams (product, sales, marketing) to ensure client feedback is integrated into product enhancements and operational improvements. Own client escalations and incident communications
- Champion client outcomes : Serve as the voice of the client internally, ensuring their needs and pain points are proactively addressed. Partner with Marketing on client stories, case studies, testimonials, and references
- Build and coach the team: Lead, mentor, and scale the Client Success team. Create a high-performance, data-driven culture
Preferred Qualifications
- Client leadership group development : Developing a team of HR leaders and advocates from key client segments, bringing them together regularly to collaborate, share insights, and exchange best practices
- Public sector program leadership : Leading public-sector program management from RFPs to option-year renewals. Oversee SOWs, fiscal-year planning, and reporting
- Security, privacy and data governance: Collaborate with Product teams on data governance. Manage SOC 2 controls, SSO/SCIM integrations, incident response, and DPAs
- Familiarity with student loan policy: Public Service Loan Forgiveness, Income- Driven Repayment plans, IRS ยง127, and SECURE 2.0
Benefits
- Competitive salaries
- Significant equity allocations
- Healthcare coverage
- 401(k) plans with an employer match
- Contribution toward student loan repayment
- Unlimited vacation/PTO
- Hybrid, flexible work environment
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