VP Client Success

• Papaya is a global workforce management platform that enables companies to hire, pay, and manage employees and contractors worldwide, compliantly and at scale. We support fast growing companies and enterprises in simplifying global payroll, payments, and workforce operations across multiple countries
• We are seeking a VP, Client Success to lead Papaya’s global Account Management and Client Success organization. This role owns retention, renewals, and expansion across our customer base, ensuring strong revenue performance and a 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, strengthen customer relationships, and support long-term growth
• As Papaya scales and serves increasingly complex enterprise customers, retaining and growing existing business is critical. This role sits at the center of our revenue engine, ensuring we protect recurring revenue, enable expansion, and operate as a trusted partner to our customers
• The core mandate of the VP, Client Success is to lead and scale Papaya’s global Client Success organization while owning revenue outcomes across retention, renewals, and expansion and navigates success across a diverse set of indicators
• Lead and own global retention program, with a focus on renewal, and expansion targets across all regions
• Run regular global pipeline and forecasting reviews, ensuring accuracy, visibility, and proactive gap management
• Establishes resilient methodology to own and manage critical client escalations globally, acting as executive sponsor when needed
• Champions account management best practices and drive adoption of shared tools and processes
• Establish programs to drive upsells and cross-sell across new products, new geographies, and expanded workforce scope
• Build and execute structured account growth plans for strategic enterprise customers
• Lead, develop, and scale a multi-regional team of Regional Directors and Account Managers
• Set clear KPIs, performance expectations, and accountability frameworks across regions
• Partner closely with Sales, Product, Operations, and Finance to align what is sold, delivered, and expanded
• Design and evolve the global Client Success organizational structure, coverage model, and leadership bench to support growth and scale

Benefits

• Gym on-site or $550 annual reimbursement for gym membership / other fitness activities
• Paternity / Maternity Leave: Additional days on the company account (in addition to any legal benefits)
• Birthday Benefit: Gift as spending money
• PTO Policy: Transparent and uniform policy of 20 days per year (unless more is designated by the law)
• Fitness: Gym on-site or annual (equivalent budget for all locations) reimbursement for gym membership or other fitness activities
• Meal Vouchers: Monthly allowance for meal vouchers - per regional policy
• Remote Work Allowance: Remote work allowances (for employees with no local office)
• Learning & Development: Yearly budget for AI online courses, classes, seminars, or other developmental activities (per calendar year, based on company policy)
• Work from Abroad: We offer eligible employees the opportunity to work from abroad for a limited period each year- Strong data-driven decision-making and forecasting discipline
• Ability to balance strategic thinking with hands-on execution
• Exceptional leadership presence and executive-level communication skills
• Significant experience leading global, multi-layered teams, including leaders of leaders
• Strong commercial acumen with a clear revenue-oriented mindset
• Background in Payroll, Payments, HR Tech, or B2B SaaS - preferred but not required given strong overall experience and track record
• Experience leading Client Success, Account Management, or similar post-sales organizations
• Strong comfort working in international and cross-cultural environments
• Ability to operate effectively in complex, fast-paced, global environments
• Excellent stakeholder management across seniority levels and functions
• Proven track record of owning revenue targets and driving retention, renewals, and expansion within Enterprise accounts