GreenLight.ai

Customer Success Manager

• Own a portfolio of strategic enterprise and marketplace accounts, acting as the primary executive contact for their contingent workforce programs.
• Design and manage programs that cover onboarding, worker classification, compliance, time and expense, invoicing, and payments
• Lead QBRs and other governance forums with program sponsors, procurement, HR, and other stakeholders, presenting performance, risks, and roadmap alignment.
• Serve as the internal voice of the CW program and partner closely with Sales, Product, Operations, and Finance.
• Own the implementation lifecycle for new enterprise customers, from discovery and design through configuration, testing, training, and go-live.
• Build and manage project plans with clear milestones, owners, and risks; coordinate across client stakeholders (HR, procurement, legal, IT, security, finance) and internal teams.
• Ensure solutions are configured to meet program objectives, compliance requirements, and user experience expectations for both client teams and workers.
• Design and refine program structures, SLAs, escalation paths, and governance routines tailored to each key account.
• Analyze program data (volumes, cycle times, issues, SLAs, CSAT/NPS, margins, etc.) to identify trends, risks, and opportunities.
• Proactively propose process, policy, and product changes that improve quality, reduce friction, or unlock new value for clients and workers.
• Use AI tools (for example, ChatGPT and other LLM-based copilots) in your daily work.

Head of Customer Success – Contingent Workforce