VP of Client Operations

Job Details

Description

Archer is a technology company that provides Integrated Risk Management software solutions to organizations worldwide. The Archer Platform offers a common foundation for managing IT security risk, regulatory compliance, third-party/supply chain risk, and more. With point-and-click simplicity, non-technical users can automate processes, streamline workflows, control user access, tailor the interface, and generate real-time reports. Archer has led the risk management software market for over 20 years.

Are you looking to shape the future of a rapidly growing leader in risk and compliance management? At Archer, we unite stakeholders, integrate technology, and transform risk into reward. Join our team, where you’ll find unmatched opportunity and a culture that cares deeply about succeeding together.

Summary/Objective

Archer is seeking a seasoned, strategic, and operationally minded VP of Client Operations to design and execute a holistic, best-in-class approach that manages the entire client lifecycle and drives Annual Recurring Revenue (ARR) retention and growth. This leader will help shape Archer’s client-centric philosophy, ensuring exceptional client experiences and maximizing lifetime value. By overseeing proactive engagement and reactive support, as well as leading continuous process improvements, the VP of Client Operations will be pivotal in Archer’s market leadership and financial performance.

Principal Responsibilities

Reporting to the Chief Commercial Officer and leading 60+ FTEs across four countries, this individual oversees key global functions: client success, client support, renewal operations, and customer analytics. Core responsibilities include:

Strategy & Vision

• Client Strategy: Develop and implement a comprehensive, data-driven and differentiated client operations strategy.
• Voice of the Client (VOC) Program: Design and execute a robust VOC program to capture client insights, translate them into actionable recommendations, and manage delivery of priority actions.
• Client Segmentation: Define and refine client segments using qualitative and quantitative data and develop targeted strategies and programs for each segment.
  

Client Engagement

• Client Success: Drive client satisfaction, adoption, and long-term retention through proactive engagement and reactive remediation.
• Client Support: Lead a responsive, high-quality support function across phone, email, chat, and self-service channels.
• Community Building: Develop and nurture an active client community to foster peer-to-peer support, knowledge sharing, and advocacy.
  

Operational Excellence

• Renewal Operations: Develop and execute strategies, best practices and processes to maximize retention and renewal revenue in collaboration with Sales.
• Client Analytics: Define, track, and analyze KPIs such as NPS, CSAT, churn rate, CLTV, and expansion revenue. Leverage data to identify trends, predict churn and develop targeted interventions.
• Continuous Improvement: Map and analyze client journey touchpoints to identify opportunities for process optimization, increased efficiency, and enhanced client experience.
• Technology Enablement: Implement and manage client engagement technologies (e.g., Gainsight, Telecom) to scale operations and enhance self-service capabilities. Manage vendor relationships effectively.
  
  

Leadership & Growth

• Team Leadership & Development: Recruit, mentor, and manage a high-performing client operations team, fostering a culture of accountability, expertise, collaboration, and client obsession.
• Cross-Functional Collaboration: Build and maintain strong relationships with Sales, Product, Engineering, Marketing, and other key stakeholders to ensure alignment on client needs and priorities.
• Budget Management: Develop and manage the client operations budget to ensure strategic resource allocation and maximize ROI.
• Client Leadership: Maintain strong relationships with senior executives at key clients, influence diverse stakeholders, and navigate complex organizational structures.
  
  

Required Skills & Competencies

This role requires a blend of strategic thinking, operational expertise, client relationship management skills, data and analytics skills, and leadership capabilities, demonstrated through the following:

• Strategic & Business Acumen
• Industry Expertise: Significant experience managing a substantial book of business (e.g., $200MM+ in ARR) within the enterprise SaaS/solutions.
• Strategic Thinking & Planning: Ability to translate insights, client needs, and business objectives into actionable roadmaps.
• Financial & Operational Analysis: Skilled at evaluating financial and operational data to inform resource allocation and support data-driven decision-making.
• Client Leadership:
• Client Lifecycle Management & Success: Deep knowledge of client lifecycle principles, with a proven record of maximizing renewals, retention, and lifetime value.
• Client Relationship Management: Adept at managing C-level relationships, driving technical and strategic conversations, and building consensus across complex organizations.
• Client Advocacy: Passionate advocate for customer-centricity, fostering a culture of continuous improvement and innovation in client experience.
• Operational & Analytical Excellence:
• Continuous Improvement Mindset: Demonstrated success in applying Lean, Agile, or similar frameworks to elevate service, success, and renewals.
• Data Analysis: Proficient in collecting, analyzing, interpreting, and reporting on key metrics (NPS, churn, CSAT) and customer trends to inform day-to-day operations and strategic goals
• Technology: Experience with relevant technologies, including CRM platforms (e.g., Salesforce), client support tools (e.g., Gainsight, Telecom), and data analytics tools (e.g., Tableau, Power BI).
• Agile Mindset: Ability to operate with agility and adaptability (e.g., test-and-learn approaches, data-driven prioritization, change management).
• Leadership & Team Development:
• Team Leadership & Development: Strong track record of recruiting, developing, and retaining high-performing teams committed to accountability and client obsession.
• Cross-Functional Influence: Effective collaboration and influence skills to align multiple departments around shared objectives.
• Communication & Presentation Skills: Excellent at articulating complex, data-informed ideas to executives and clients in a concise, compelling manner
• Experience & Education:
• Education & Experience: Bachelor's degree and 15+ years of progressive experience in client operations/success, with 5+ years in leadership. MBA degree preferred.
• Tech-Driven Environment: Deep knowledge of enterprise SaaS or related technology solutions, ideally serving large-scale, global customer segments.
  

Work Environment

This position offers the flexibility of working from home with occasional visits to the office or client sites as needed based on business requirements. The company reserves the right to modify the work location as necessary to meet business needs.

To effectively work from home, candidates must have a dedicated workspace that is quiet and free from distractions. While the company will provide the necessary computer and related software, candidates are responsible for ensuring they have a suitable workspace and reliable and stable high-speed internet connection. It is also important to maintain a secure environment to handle sensitive information in compliance with company data protection policies.

Physical Demands Include

• Sitting or standing at a desk for extended periods of time.
• Repetitive Hand and Arm Movements associated with use of computer, mouse and similar.
• Extended periods of screen time.
• Occasional lifting and carrying typically 10 pounds or less (e.g. laptop, binders, small office supplies or equipment)
  
  

Travel requirements include travel to client sites, meetings, or other company locations as needed. The extent of travel will vary depending on the role and business needs and clarified further during the interview process.

This position does not qualify for visa sponsorship nor requires special clearances.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice at management discretion based on business need.

Affirmative Action/EEO Statement

Archer is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Archer are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), age, disability, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, protected veteran status, genetic information, or any other characteristic protected by federal, state or local laws. Archer will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. All Archer employees are expected to support this policy and contribute to an environment of equal opportunity.

If you need a reasonable accommodation during the application process, please contact [email protected]. All employees must be legally authorized to work in the US. Archer participates in E-Verify. Archer and its approved consultants will never ask you for a fee to process or consider your application for a career with Archer. Archer reserves the right to amend or withdraw any job posting at any time, including prior to the advertised closing date.