Senior Vice President of Client Services

ABOUT ENGAGEWARE

Engageware is the leading provider of AI-powered customer engagement solutions for regulated industries. Our intelligent assistants and scheduling solutions help banks, telecoms, and insurance companies deliver seamless, personalized experiences that drive growth, improve efficiency, and strengthen relationships across every customer interaction.

Trusted by 25% of the top 50 banks and 20% of the top telecom providers in the Americas, Engageware combines deep industry expertise with advanced AI to empower organizations to create the kind of human-like, always-on engagement today’s customers expect.

We’re a fast-growing, mission-driven team that values innovation, accountability, and collaboration. At Engageware, we believe success comes from winning together—with our customers, our teammates, and our partners.

ABOUT THE ROLE

The SVP of Client Services is a senior executive responsible for leading the client services organization to ensure exceptional client experiences, high retention, and sustainable revenue growth. This leader will be a key driver of Gross Revenue Retention (GRR) and Net Revenue Retention (NRR), partnering closely with the revenue organization to protect and grow the existing client base. This role oversees client onboarding, ongoing professional services, support operations, and service delivery. The SVP of Client Services develops strategic initiatives that strengthen client relationships, improve operational efficiency, and align service outcomes with company growth objectives.  As an AI company, Engageware uses AI extensively in its internal operations and the SVP of Client Services will continue to drive service improvement and efficiency using the latest AI tooling.

KEY RESPONSIBILITIES

Client Relationship Strategy

Define and execute the overall client services strategy to maximize client satisfaction, retention, and expansion.

Build long-term executive relationships with key clients.

Act as a senior escalation point for strategic or high-risk accounts

Partner with the revenue organization to help drive the client expansion strategy and NRR

Service Delivery & Operations

Oversee onboarding, implementation, and support functions.

Ensure consistent service quality across all client touchpoints.

Establish operational processes, SLAs, and performance standards.

Team Leadership

Build, mentor, and lead high-performing teams across client services and support.

Develop leadership within the organization and foster a culture of accountability and client-centricity.

Manage organizational structure, hiring plans, and performance management.

Cross-Functional Leadership

Partner with Sales to ensure smooth client transitions from sales to onboarding and collaborate on expansion and renewal opportunities within the existing client base.

Collaborate with Product to translate client feedback into roadmap improvements.

Performance Management

Define and track Key Results such as:

Support response and resolution times

Gross Revenue Retention (GRR)

Net Revenue Retention (NRR)

Customer Satisfaction (CSAT)

Net Promoter Score (NPS)

Build dashboards and reporting to provide visibility to executive leadership.

Strategic Planning

Contribute to corporate planning and revenue growth strategies.

Identify opportunities to improve service offerings and create new value-added services.

QUALIFICATIONS

Required

15+ years of experience in Client Services

10+ years in a senior leadership role managing large teams.

Experience in an Enterprise SaaS company

Demonstrated success in driving client retention and revenue growth.

Strong experience with clients in regulated industries

Proven ability to build and scale client services organizations

Excellent executive communication and stakeholder management skills

Demonstrated track record of owning and improving GRR and NRR metrics

Comfort with AI-powered platforms

Demonstrated success in using AI to transfor customer engagement and service delivery

Preferred

Experience in Regulated Industries (banking, insurance, telecoms).

Experience managing global client services teams.

Background in professional services or implementation operations.

MBA or advanced business degree.

Spanish language skills or experience managing a LATAM team is a plus

CORE COMPETENCIES

Client-centric leadership

Strategic thinking

Operational excellence

Executive communication

Revenue ownership mindset

Change management

Data-driven decision making

REPORTING & COMPENSATION

Reports to: The Chief Executive Officer

Direct Reports Include

Director of Customer Support

Vice President of Professional Services

Compensation Structure

Base salary

Annual performance bonus tied to GRR, NRR, and client retention targets

Equity or long-term incentives