VP Of Client Success

Vice President Of Client Success

The Vice President of Client Success will lead QuickBox's efforts to ensure every client receives exceptional service, value, and partnership throughout their lifecycle. This role is responsible for overseeing the client success organization, including client onboarding, account management, client building validation, and retention, while developing strategies that strengthen client relationships, drive long-term loyalty, and contribute to company growth. The VP will serve as a key voice of the customer within QuickBox, collaborating closely with operations, technology, finance, and executive leadership teams.

Key Responsibilities

• Lead the client success organization, overseeing onboarding, account management, billing validation, and retention functions to deliver an outstanding client experience.
• Build and execute strategies that maximize client satisfaction, retention, and lifetime value.
• Act as executive sponsor for key accounts, leading and improving Quarterly Business Reviews (QBRs) to include trusted partner vertical market information, ensuring high-value partnerships.
• Own the commercial success of the customer, including renewals, price increases, and share of wallet gains.
• Partner with operations and IT to ensure seamless onboarding, fulfillment accuracy, and proactive communication on performance metrics, including support of building best-in-class KPI infrastructure.
• Create and manage client health scorecards, KPIs, and reporting tools to measure satisfaction and identify risks.
• Develop playbooks and processes for onboarding, account reviews, and escalations to ensure consistency and scalability.
• Serve as an escalation point for critical client issues, balancing advocacy for the client with alignment to QuickBox's business objectives.
• Build and mentor a high-performing client success team, setting clear goals and developing future leaders.
• Represent the "Voice of the Customer" at the leadership level, informing decisions on new service offerings, technology investments, and pricing strategies.

Qualifications

• 10+ years of leadership experience in client success, customer success, or account management, preferably in logistics, fulfillment, or SaaS-enabled services.
• Proven ability to develop and lead client-facing teams that drive measurable improvements in satisfaction, retention, and growth.
• Strong relationship management and executive communication skills.
• Data-driven mindset with experience building client health metrics, dashboards, and retention strategies.
• Track record of building scalable processes in high-growth environments.
• Exceptional problem-solving and conflict-resolution skills.
• Bachelor's degree in Business, Supply Chain, or related field (MBA preferred).

Core Competencies

• Client-obsessed with a passion for building lasting partnerships.
• Strategic leader who can also roll up sleeves to drive tactical execution.
• Collaborative and influential across teams and levels of leadership.
• Metrics-driven, accountable, and results-oriented.
• Agile and resilient in a fast-paced, entrepreneurial environment.