Vice President of Client Success

Job Description

Job Description

Vice President of Client SuccessThis position will report to our Chief Operations Officer, Brian Gamble.


About Fine Tune
Fine Tune is the ultimate spend reduction solution for indirect services, including facilities, uniforms, waste, security, pest control, energy, utilities and payments. For more than two decades, Fine Tune has helped organizations dramatically improve cost structure and protect affordability through disciplined supplier management and sustained spend reduction. Fine Tune is trusted by the world’s most recognizable brands, including Cargill, DHL, Lowe’s, Pep Boys, Pfizer, Tyson Foods, and American Cancer Society. Fine Tune experts use eMOAT, a proprietary platform combining category expertise, supplier intelligence, contract data, and performance history to empower insight and oversight across.

Job Overview
Fine Tune is seeking an experienced and strategic VP of Client Success to help build and lead a client success team. The team will lead the full lifecycle of client engagement – from kickoff and implementation through long term client success and expansion. This executive-level role will be responsible for developing strategies and assets for enhancing the overall client experience, ensuring seamless onboarding, proactive relationship management, operational excellence, and continuous growth within our accounts. The role will also be responsible for building out and developing a client success team over time.

Responsibilities and Duties

• In conjunction with leadership from sales, marketing, communications, and operations, develop strategies and assets for optimizing the client journey from kickoff through implementation and expansion, and play a leading role in guiding clients through this journey, ensuring client delight and maximizing expansion and growth
• Lead cross-functional execution across operations, account management and sales teams
• Direct and refine implementation methodologies and playbooks to ensure efficient deployment for new clients
• Serve as a senior strategic partner to client leadership, identifying opportunities for optimization and expansion
• Build, maintain, and deepen executive-level relationships to support retention and long-term portfolio growth
• Guide organizational strategy for client engagement and service evolution
• Help to build, manage and lead what will be a growing client success team

Qualifications

• Bachelor's degree or 10+ years of relevant work experience with a proven track record
• Extensive experience in customer success, operations, or implementation leadership
• Sales, marketing and communications experience a plus
• Proven success managing full client lifecycles
• Excellent verbal and written communication skills
• Strong analytical and problem solving skills with attention to detail
• Comfortable managing multiple projects/prioritizing tasks in a fast-paced environment
• Ability to work remotely in a space free from distractions
• Accountable to yourself and your teammates

Benefits

• Health/dental/vision/life/disability insurance
• Health plan includes HSA and FSA plans
• Paid time off and paid holidays
• 401K with employer match
• Competitive salary with bonus opportunities
• 40-50 hours/week
• Annual allowance for continuous learning opportunities

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