AVP Client Success

Position Summary

The Associate Vice President (AVP) of Client Success provides strategic leadership to regional success teams, driving operational excellence, client satisfaction, and organizational efficiency across a nationwide footprint. This role oversees managers and high impact service functions, manages relationships with key clients, and acts as a strategic partner in optimizing processes, strengthening compliance, and enhancing cross departmental collaboration.

Essential Duties and Responsibilities

• Provide leadership and oversight for all team members within the assigned region, including performance management, KPI monitoring, coaching, and ongoing training and development.
• Collaborate with executive leadership to design, implement, and refine organizational processes, procedures, and strategic initiatives that enhance service operations.
• Manage and cultivate strong relationships with regional clients, acting as a trusted escalation contact and ensuring successful, long-term partnerships.
• Oversee client health and retention efforts, including monitoring weekly trends, consulting on products and services, and ensuring proactive client maintenance.
• Provide leadership to managers, ensuring consistent operational performance and alignment with organizational goals across the nationwide service structure.
• Develop and implement strategies and policies that support operational efficiency, scalability, and service excellence.
• Train, coach, and communicate effectively with departmental employees, ensuring clarity, alignment, and continuous development across the team.
• Collaborate cross functionally with departmental leaders, mentors, and new clients, contributing to the growth and development of managers and the overall service infrastructure.
• Lead renewal forecasting and pipeline management, ensuring accuracy and visibility into renewal timing, risk, and expansion opportunities.
• Ensure Client Success team proactively monitor usage, feature adoption, and engagement trends to identify growth and risk signals.

Marginal Functions

Build, maintain and promote relationships with team members, peers across disciplines, and all other company team members ensuring effective coordination of communications and services affecting clients.

• Assist in organizing and maintaining shared team resources, such as checklists, templates, and reference materials.
• Attend webinars and training to stay up to date on best practices related to the company and department.
• Complete projects and other duties as assigned by supervisor. Knowledge, Skills, and Abilities
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and build positive working relationships.
• Strong timemanagement skills, with the ability to prioritize effectively in a fastpaced environment.
• Strong ability to collaborate effectively with internal departments to support seamless operations and workflow coordination.
• Strong work ethic and commitment to teamwork, contributing positively to a collaborative and supportive work environment.
• Sound decision making abilities, including evaluating complex information and determining appropriate actions.
• Demonstrated ability to maintain strict confidentiality and handle sensitive information with professionalism and discretion.
• Proven leadership skills, including the ability to train, mentor, and develop highperforming teams.
• High level of professionalism, reliability, and enthusiasm, contributing to a positive workplace culture.