Vice President, Client Success Partners

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Full Time Regular Manager HYBRID MNGR Atlanta, GA, US

3 days ago Requisition

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Job Title: Vice President, Client Success Partners

Location: US-GA-Atlanta (Sandy Springs - Hybrid)

FLSA: Exempt

Company Overview:

Safe-Guard Product International serves Original Equipment Manufacturers (OEMs), top retailers, and independent agents in the automotive finance and insurance industry with the leading Protection Products Platform. Our platform delivers innovative protection products and solutions that protect consumers from the perils of ownership, while providing Finance & Insurance professionals the tools to ignite scalable and sustainable business growth. Safe-Guard’s success is driven by over 850 employees, who serve more than 12,000 dealers and support contract holders across the U.S. and Canada.

For 30 years and counting, our team continues to transform the motor vehicle space, earning a stellar reputation from our partners and peers by providing:
1) the highest quality protection products in the industry,
2) a broad platform of branded product, technology, marketing, and training solutions, and
3) an unwavering commitment to uncomplicated care and customer service.

Job Overview:

The Vice President, Client Success Partners leads the team that owns Safe-Guard’s day-to-day relationships with our largest OEM and captive-finance partners. You will lead the Client Success Partners and their paired Program Managers, and you will own the account plan, client health, renewal execution, and the relationship for every account in the portfolio. You will build the Client Success discipline from the ground up: account plans, Client Health Assessments, a standard Q , escalation and recovery playbooks, and shared goals between Client Success Partners and Program Managers.

The goal is that every partner receives a consistent, data-driven experience that proactively drives success for Safe-Guard and our clients. Success is measured in client health, retention and renewal outcomes, on-time delivery of partner commitments, and the strength of the team you build.

Job Responsibilities:

• Lead the Client Success Partner and Program Manager teams; own hiring, development, succession, and performance management, and set clear career paths for the function.
• Own the annual account plan for every partner in the portfolio, translating the growth thesis set by Partner Strategy into commitments with named owners and dates.
• Establish and run the Client Health Assessment program: a scored, consistent read on every account across program adoption, dealer outcomes, sentiment, relationship strength, and service performance, with corrective actions and review cadence set by risk tier.
• Own the Q  standard across the portfolio. Client Success Partners own the agenda, the deck, and the room;
  Finance & Insights builds the pack; every Q  ends with owners, dates, and a recap within 48 hours.
• Own client escalation and recovery: same-day acknowledgment, one recovery plan, and proactive updates until closed. Partner with Partner Strategy on executive escalations and with Partner Operations to make sure root causes are fixed.
• Lead renewal and repricing execution: own the renewal calendar, build and lead the value case, and run the negotiation in partnership with Partner Strategy and Risk & Pricing.
• Govern the commercial health of each account, including detailed rate and…