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Papaya Global is seeking a VP of Client Success to lead its global Account Management and Client Success organization. The role owns retention, renewals, and expansion across the customer base, ensuring strong revenue performance and consistent, high-quality client experience.
You will lead a multi-layered international team including Regional Directors and Account Managers, driving alignment across Sales, Product, and Operations to deliver customer value and support long-term growth. As Papaya scales to serve increasingly complex enterprise customers, this role sits at the center of the revenue engine, protecting recurring revenue, enabling expansion, and operating as a trusted partner.
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 with 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, cross-cultural environments. Experience with Payroll, Payments, HR Tech, or B2B SaaS is preferred. Demonstrated ability to operate with AI-driven revenue intelligence tools and leverage AI-enabled insights for enterprise retention and expansion strategy is expected.
