VP Client Success

VP Client Success

• London
• Revenue

Papaya is a global workforce management platform that enables companies to hire, pay, andmanage employees and contractors worldwide, compliantly and  support fast growing companies and enterprises in simplifying global payroll, payments, and workforceoperations 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.

Why this role matters

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.

Key Responsibilities

Retention, Renewals, and Execution Excellence

• Lead and own global retention programs, with a focus on renewal and expansion targets across all regions.
• Run global pipeline, renewal, and forecasting reviews, ensuring accuracy, visibility, and proactive gap management.
• Act as executive sponsor for critical client escalations globally, ensuring structured resolution and long-term relationship preservation.
• Champion account management best practices and drive adoption of shared tools, systems, and processes.

Expansion & Revenue Growth

• Establish programs to drive upsell and cross-sell across new products, geographies, and expanded workforce scope.
• Build and execute structured account growth strategies for strategic enterprise customers.

Leadership and Cross-Functional Collaboration

• 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.
• Leverage AI-driven analytics and revenue intelligence tools to improve retention forecasting, renewal predictability, and expansion identification across global customer segments.
• Use AI-enabled insights to enhance customer health scoring, escalation prioritization, and risk detection across enterprise accounts.
• Drive adoption of AI-supported workflows within the Client Success organization to improve efficiency, consistency, and data-driven decision-making at scale.

• Significant experience leading global, multi-layered teams, including leaders of leaders.
• Proven track record of owning revenue targets and driving retention, renewals, and expansion within enterprise accounts.
• Experience leading Client Success, Account Management, or similar post-sales organizations.
• Strong commercial acumen with a clear revenue-oriented mindset.
• Exceptional leadership presence and executive-level communication skills.
• Ability to operate effectively in complex, fast-paced, global environments.
• Strong data-driven decision-making and forecasting discipline.
• Excellent stakeholder management across seniority levels and functions.
• Ability to balance strategic thinking with hands-on execution.
• Strong comfort working in international and cross-cultural environments.
• Background in Payroll, Payments, HR Tech, or B2B SaaS - preferred but not required.
• Demonstrated ability to operate with AI-driven revenue intelligence tools as a core part of leadership execution, including forecasting, retention analysis, and customer lifecycle optimization
• Proven experience leveraging AI-enabled insights to drive enterprise retention, expansion strategy, and data-driven decision-making at scale across global customer organizations