Engageware

Senior Vice President, Client Services

Engageware

full-time

Posted on:

Location Type: Hybrid

Location: Burlington • Massachusetts • United States

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Job Level

Senior

About the role

  • Define and execute the overall client services strategy to maximize client satisfaction, retention, and expansion.
  • Build long-term executive relationships with key clients.
  • Oversee onboarding, implementation, and support functions.
  • Ensure consistent service quality across all client touchpoints.
  • Establish operational processes, SLAs, and performance standards.
  • Build, mentor, and lead high-performing teams across client services and support.
  • Partner with Sales to ensure smooth client transitions from sales to onboarding.
  • Define and track Key Results such as GRR, NRR, CSAT, and NPS.

Requirements

  • 15+ years of experience in Client Services
  • 10+ years in a senior leadership role managing large teams
  • Experience in an Enterprise SaaS company
  • Strong experience with clients in regulated industries
  • Proven ability to build and scale client services organizations
  • Demonstrated success in driving client retention and revenue growth
  • Comfort with AI-powered platforms
  • Demonstrated success in using AI to transform customer engagement and service delivery
  • MBA or advanced business degree (preferred)
  • Spanish language skills or experience managing a LATAM team (preferred)
Benefits
  • Annual performance bonus tied to GRR, NRR, and client retention targets
  • Equity or long-term incentives
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
client services strategyonboardingimplementationperformance standardsclient retentionrevenue growthAI-powered platformscustomer engagementservice deliveryEnterprise SaaS
Soft Skills
client satisfactionrelationship buildingteam leadershipmentoringoperational process establishmentcommunicationcollaborationstrategic thinkingproblem-solvingadaptability
Certifications
MBAadvanced business degree