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Papaya Global is seeking a VP of Client Success to lead its global Account Management and Client Success organization. This role owns retention, renewals, and expansion across the customer base, ensuring strong revenue performance and 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 and strengthen customer relationships. As Papaya scales to serve increasingly complex enterprise customers, retaining and growing existing business is critical to the revenue engine.
Key responsibilities include:
• Leading and owning global retention programs with focus on renewal and expansion targets across all regions
• Running global pipeline, renewal, and forecasting reviews to ensure accuracy, visibility, and proactive gap management
• Acting as executive sponsor for critical client escalations globally, ensuring structured resolution and relationship preservation
• Establishing programs to drive upsell and cross-sell across new products, geographies, and expanded workforce scope
• Building and executing structured account growth strategies for strategic enterprise customers
• Leading, developing, and scaling a multi-regional team of Regional Directors and Account Managers
• Setting clear KPIs, performance expectations, and accountability frameworks across regions
• Partnering closely with Sales, Product, Operations, and Finance to align what is sold, delivered, and expanded
• Designing and evolving the global Client Success organizational structure, coverage model, and leadership bench
• Leveraging AI-driven analytics and revenue intelligence tools to improve retention forecasting, renewal predictability, and expansion identification
• Using AI-enabled insights to enhance customer health scoring, escalation prioritization, and risk detection
• Driving adoption of AI-supported workflows within the Client Success organization
Required qualifications include significant experience leading global, multi-layered teams with leaders of leaders; proven track record owning revenue targets and driving retention, renewals, and expansion within enterprise accounts; experience leading Client Success or Account Management organizations; strong commercial acumen with revenue-oriented mindset; exceptional leadership presence and executive-level communication skills; ability to operate in complex, fast-paced global environments; strong data-driven decision-making and forecasting discipline; excellent stakeholder management; and comfort working in international and cross-cultural environments. Background in Payroll, Payments, HR Tech, or B2B SaaS is preferred. Demonstrated ability to operate with AI-driven revenue intelligence tools is expected.
