Director, Client Success

We believe in a world where growth thrives across borders and cultures. Our mission is to guide companies on their journey by providing services and technology that enables global talent management and delivers a human experience.

As an Employer-of-Record (EOR) provider, we offer the HR and compliance infrastructure essential for companies to expand internationally. We take care of the complex, behind-the-scenes work, allowing companies to focus on the strategies that drive their success. We are For People, By People.

The future of work is borderless, and so are we. Our people are located around the globe — in the U.S., the UK, India, Colombia, China, and beyond. Diversity and belonging are not just values, they are who we are.

We are also committed to making a positive impact. Through our Environment, Social, and Governance (ESG) impact initiative, we are addressing our environmental footprint and promoting social responsibility. Our impact program is central to our vision and culture, focusing on employee wellness, diversity, charitable work, and ethical corporate governance.

If you are interested in working in a people-centric, global organization, apply below.

As Director, Client Success at Atlas HXM, you will own the post-sale client experience and commercial outcomes across the Americas. This role is accountable for driving portfolio retention, expansion, client satisfaction, and operational excellence while scaling a high-performing Client Success (CS) organization across diverse markets. You will define regional Client Success strategy, operating models, and success metrics, while serving as a senior cross‑functional leader to Sales, Product, Operations, Finance, and People teams.

This role balances strategic leadership, operational rigor, and executive‑level client engagement, ensuring Atlas HXM delivers a consistent, high‑impact client experience that fuels long‑term revenue growth.

• Own the Client Success strategy and operating model for the Americas, aligned to global CS vision and company growth objectives
• Define and operationalize engagement models, service tiers, and coverage strategies by client segment and regional complexity
• Establish regional KPIs and performance targets across retention, NRR/GRR, NPS, time‑to‑value, and risk management
• Partner with CS leadership to shape global Client Success strategy, tooling, and best practices

• Build, lead, and scale a high‑performing team of Client Success Managers and Client Success Executives across multiple regions and time zones
• Develop leadership bench strength and succession planning for regional CS leadership
• Partner with People Operations on org design, workforce planning, hiring strategy, performance management, and career pathways
• Foster a high‑accountability culture focused on client outcomes, commercial impact, and continuous improvement

• Own portfolio‑level retention, churn mitigation, and net revenue retention outcomes across the Americas
• Partner with internal teams on account planning, expansion strategy, and lifecycle ownership
• Drive a proactive risk framework to identify and mitigate churn, operational risk, and client dissatisfaction
• Ensure Client Success plays a strategic role in expansion, workforce growth, and long‑term client value realization

• Serve as an executive sponsor for strategic and high‑risk accounts
• Lead critical client escalations and recovery plans in partnership with Product, Operations, and regional leadership
• Build trusted executive relationships with client stakeholders to position Atlas HXM as a strategic partner, not just a service provider

• Establish a strong Voice of Customer program to translate client feedback into product, process, and service improvements
• Partner with Product and Operations leadership to influence roadmap priorities based on client needs and regional insights
• Drive consistent measurement and action on NPS, CSAT, and client…