VP, Client Success

Job description

Atmosera empowers businesses to redefine what's possible with modern technology and human expertise. Our exceptional experience across Applications, Data & AI, DevOps, Security, and the Microsoft Azure platform enables organizations to accelerate innovation, enhance security, and optimize operational agility. As a Microsoft Partner with seven specializations, GitHub AI Partner of the Year, a member of the GitHub Advisory Board, and a member of the prestigious Microsoft Intelligent Security Association (MISA), Atmosera expertly delivers cutting-edge, integrated solutions that deliver business value. ### Your Impact You are joining Atmosera to protect and grow the managed services client base by building a consistent, measurable client-success operating model. You will lead the client journey from transition into managed services through onboarding, value realization, renewal, and expansion, while strengthening executive relationships and creating early visibility into risk. - **Client journey and continuity:** Own the client-success model across transition, onboarding, adoption, service reviews, executive engagement, renewal preparation, and ongoing value realization. Establish immediate continuity plans for strategic accounts and ensure key client commitments, risks, and next actions remain visible through leadership transitions. - **Retention, renewal, and growth:** Own retention performance and renewal readiness for the managed services portfolio. Partner with Sales on commercial strategy, contracting, and expansion pursuits while maintaining an accurate view of renewal risk, expansion potential, and forecast confidence. - **Value realization:** Translate Azure operations and consumption, cloud security, FinOps and cost optimization, application modernization, Data & AI, and service-performance information into business outcomes clients can understand and act on. Set a consistent standard for Executive Business Reviews and value conversations. - **Client health and risk:** Build a disciplined health-scoring and risk-management approach that combines service performance, relationship strength, adoption, sentiment, financial signals, and open commitments. Lead executive save plans for at-risk clients and ensure clear ownership of corrective actions. - **Atmosera Client Success Framework**: Oversee the continued development, adoption, and use of the Atmosera Client Success Framework, including portfolio segmentation, success plans, service-review standards, executive coverage, renewal governance, and feedback loops. - **Cross-functional operating model:** Create clear handoffs and decision rights across Client Success, Client Operations, Security Operations, Professional Services, Sales, and Finance. Partner with operational leaders on escalations and service improvement without blurring accountability for technical delivery or incident execution. - **Team and capability leadership**: Lead, coach, and develop Client Success Managers and Technical Client Success Managers. Establish portfolio coverage, capacity expectations, account-planning standards, succession depth, and a performance cadence that supports consistent client outcomes. - **Voice of the client**: Create structured feedback loops that turn client insight into service, process, and go-to-market improvements. Bring objective client evidence into leadership decisions and help refine Atmosera's ideal client profile. - **Microsoft ecosystem growth**: Partner across Atmosera to identify Azure consumption, Microsoft co-sell, cloud security, FinOps, Data & AI, and application modernization opportunities within the installed client base. ### What Success Looks Like We measure success by results and alignment. Here is how we define a win for this role over the first year: ### **After 90 Days** - **The Foundation**: Develop a clear view of the managed services portfolio, renewal calendar, MRR concentration, client health, executive relationships, active escalations, team capability, capacity, coverage model, and the systems and data used to manage the client lifecycle. - **The Integration:** Establish trusted working relationships with Client Operations, Security Operations, Sales, Professional Services, Finance, and Microsoft alliance stakeholders. Confirm decision rights, escalation paths, commercial handoffs, and leadership cadences. - **The Contribution**: Stabilize relationship continuity for priority clients, validate near-term renewals and risks, establish an executive coverage plan, and publish a focused roadmap for improving health scoring, success plans, service reviews, renewal readiness, and value reporting. ### After 1 Year - **Your Impact**: The managed services client base operates with a consistent Client Success Framework, current success plans, reliable health visibility, and disciplined renewal preparation. Performance is reflected in Gross MRR Retention, Net MRR Retention, Expansion MRR Growth, renewal timing and rate, renewal and expansion forecast accuracy, client satisfaction and advocacy, and improved onboarding and time to value. - **Your Growth**: You have built a capable leadership bench and a Client Success team that operates with clear standards, strong business and technical fluency, appropriate portfolio capacity, and consistent execution. Team capability, leadership depth, employee retention, and succession plans demonstrate sustained organizational progress. - **Your Influence:** Atmosera uses client evidence more effectively to improve services, prioritize investments, identify growth opportunities, and make decisions. Executive Business Reviews and service reviews occur on a consistent cadence; strategic accounts have active executive sponsors and current success plans; executive relationship gaps are closed; key client commitments remain visible through leadership transitions; and health scoring, risk aging, and save plans drive earlier action across Client Success, Client Operations, Security Operations, Sales, and Professional Services. ### The Skills Matrix ### Required Skills (The Non-Negotiables) - **Years of Experience**: 10+ years in Client Success, account management, service delivery, or client-facing technology leadership, including 5+ years leading managers or senior professionals. - **Role-Specific Mastery**: Demonstrated ownership of retention, renewals, expansion, executive relationships, and client-risk management in a recurring-revenue technology business such as managed services, SaaS, cloud services, or IT services. - **Client Success Operating Model:** Experience building or materially improving client-success frameworks, portfolio segmentation, health scoring, success planning, executive reviews, renewal governance, and client-feedback loops. - **Business and Financial Acumen**: Ability to interpret MRR performance, forecast renewals and expansion, evaluate account economics, prioritize a portfolio, and distinguish relationship, delivery, commercial, and adoption risk. - **Technical and Industry Fluency**: Sufficient technical depth to engage credibly with cloud and security leaders, connect Azure operations, security, FinOps, and modernization opportunities to business outcomes, and translate service information for executive audiences. - **Executive Communication**: Strong written and verbal communication, executive presence, and judgment in difficult client conversations. Able to create confidence without overpromising and to surface risk early with clear options and ownership. - **Cross-Functional Leadership**: Experience aligning Sales, Operations, Security, Professional Services, Finance, and technical teams around shared client outcomes while preserving clear decision rights and accountability. - **People Leadership**: A strong record of hiring, coaching, developing, and retaining client-facing teams; establishing performance standards; managing capacity; and building succession depth. - **Problem Solving and Change Leadership**: Ability to convert ambiguity into operating discipline, identify root causes, use evidence to guide decisions, and implement scalable improvements across a distributed organization. ### Nice to Have (The Bonus Points) - Experience at a Microsoft-focused managed services provider or cloud consultancy, including Azure consumption, Microsoft co-sell, and partner-led account motions. - Experience with regulated-industry clients and cloud security or compliance programs such as FedRAMP, HIPAA, HITRUST, or SOC 2. - Experience using Salesforce, Zendesk or ServiceNow, client-success platforms, business intelligence, and operational telemetry to manage portfolio health and demonstrate value. - Experience identifying Data & AI, application modernization, security, FinOps, and Azure optimization opportunities within an installed client base. - Experience leading through organizational change, including relationship transitions, operating-model redesign, or integration of teams and processes. ### How We Show Up These 'Core Three' represent the heartbeat of Atmosera. They are the behaviors and attributes we align to every day, defining how we interact, solve problems, and celebrate our wins together. This is simply who we are at our best. - **Humble (Low Ego, High Impact)**: We share credit easily, admit when we are wrong, seek the strongest answer rather than personal recognition, and treat feedback and mistakes as data for growth. - **Hungry (Internal Drive)**: We hold a high standard, look for the next opportunity to improve client value and business performance, and take action to build something better than what exists today. - **Mindful (Intentional Awareness)**: We are conscious of our impact on clients, colleagues, and the business. We listen carefully, consider second-order effects, distinguish urgency from importance, and respond with empathy and situational awareness.