VP of Customer Success - Remote

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At Strada, possibility isn’t just a promise – it’s the foundation of everything we do. We believe in unlocking potential for every colleague, creating a journey of growth, discovery, and impact.

With the support, resources, and opportunities we provide, you’ll build a fulfilling future – working on meaningful projects that span industries and regions, contributing to outcomes that matter.

Strada is a people, payroll, and technology leader simplifying international workforce management. Operating in 180+ countries, we design and deliver people-first solutions powered by cloud-based technology – helping organizations grow and enabling workforces to perform at their best.

Learn more at www.stradaglobal.com

The Customer Success SVP will be leading a Customer success executives (SAEs) organization with a client-obsessed mindset driving revenue growth through Strada’s solutions adoption within Clients. Clients’ relationships and partnership will be the key connectors to enable strategic growth within the existing client base as to successfully articulate value at corporate level ensuring customer success translates directly into Strada’s business success. Client Success organization KPIs would include customer retention, minimal client attrition, increased CSAT and net new revenue growth.

This role will report into the CRO who will lead the overall Commercial team within Strada.

The Role

• Growth & Revenue generation:
  • Drive account expansions opportunities through strategic partnership within client key stakeholders and decision makers. 
  • Identify, foster and support upselling/cross selling opportunities for Net New Revenue based on the strategic journey of each client. 
  • Supports clients in achieving their business goals through Strada’s solutions and products as a strategic partner rather than a vendor.
  • Be on top of innovative solutions and make this a competitive advantage within clients.
     
• Retention:
  • Reduce client churn to the minimum ensuring a strong and loyal client base via relationship management and partnership building.
  • Accompanying clients through their journey at every stage to ensure a seamless experience and creating a strong trusting environment.
  • Proactive renewal management turning this critical moment from being a risk to being a growth opportunity.
     
• Client Satisfaction & References:
  • Leveraging the strong relationship management and a customer trust foundation, the Customer Success role creates a strong base for Client references to be used to grow new Logo business.
  • With the understanding and anticipation of clients’ needs and partnering with them in their problems’ resolution, improve NPS scores and overall CSAT level.
     
• Team Management, Development & Collaboration:
  • Build, mentor, and manage a high-performing team of client obsessed executives whose priority would be customer care by listening to clients’ concerns and pain points with a problem-solving and forward looking approach.
  • Drive talent acquisition, retention, and skill development to maintain a competitive edge. 
  • Foster a culture of innovation, collaboration, and continuous learning. 
  • Foster a collaborative environment with peers within the different regions ensuring the best-in-class client support adopting the most appropriate approach.
  • Be a role model to drive a strong internal partnership between client success executives, sales, client executives, product and delivery as to be one voice in front of clients.
     
• Problem-solving:
  • Drive the design of internal processes to be used in performing issue identification, communication, and resolution for customer issues.
  • Lead the team to offer product solutions to pain points and find opportunities to expand the business.
     
• Internal teamwork and collaboration:
  • This role is the key link between the delivery organization and the commercial roles as the enabler for new growth opportunities funded on seamless customer service, strategic partnership and value generated by Strada Solutions.
  • Be the voice of the market towards the Product team to drive focus on market’s needs and opportunities.
  • Closely work with the Marketing team to improve brand positioning and market visibility combined with strong client partnership.

The Requirements

• Bachelor’s degree in Business, Human Resources, Change Management or relevant field of study
• 10+ years of customer relationship management and stakeholder engagement
• Brand promotion
• Proactive problem solving
• Strong leadersh