Client Success Lead

About GreenLight.aiGreenLight.ai builds the infrastructure behind modern independent work — combining technology with hands-on expertise to deliver a world-class customer experience.We help enterprises and talent marketplaces engage and manage global talent compliantly through a mix of platform service. Our work spans EOR (Employer of Record), AOR (Agent of Record), worker classification, onboarding, compliance workflows, and global payments across 130 countries.We're building an AI-forward, automation-first platform that turns high-risk, high-friction workflows into simple, reliable experiences for clients and workers. If you're energized by customer service and systems, and you like operating at the intersection of people, process, and product, you'll thrive here.Role OverviewWe're hiring a Client Success Lead to run day-to-day delivery for a large enterprise client. This role is embedded and requires being onsite in San Francisco 1–2 days per week. This is not an MSP role. You will not be managing a supplier bench. Instead, you will lead the operational execution of GreenLight's services for the client — including EOR/AOR workflows, worker classification processes, global onboarding, lifecycle support, and escalations, while coordinating across GreenLight SMEs and internal teams.You'll be the client's trusted operator: proactive, detail-oriented, calm under pressure, and strong in high-volume communication. You'll also be tech-comfortable — able to work inside enterprise systems, collaborate with product/engineering partners, and continuously improve workflows.Reporting: This role reports to the Head of Customer SuccessWhat You'll DoOwn the Embedded Client ExperienceServe as the primary day-to-day operational lead for the clientRun weekly client operations meetings and manage ongoing stakeholder communicationMaintain strong relationships with program sponsors, HR, procurement, and hiring managersDrive responsiveness and clarity in a high-volume, fast-paced environmentLead Onboarding Worker Lifecycle Coordination (EOR/AOR)Own worker orientation, communication, and "warm introduction" into the programCoordinate onboarding pipeline across internal support teams (e.g., VMS data entry, I-9 documentation)Stay in the loop on all worker lifecycle issues; drive resolution and bring in ER/HR SMEs as neededEnsure smooth offboarding processes and proper documentation/closeoutDrive Worker Classification & Compliance Workflow ThroughputCoordinate classification workflows and ensure the right stakeholders are engagedMaintain visibility into compliance progress to proactively prevent escalationsEscalate and coordinate with internal compliance SMEs when issues ariseHelp the program operate predictably across multiple countries and regulatory contextsOperational Escalation ManagementOwn operational escalations end-to-end with a tight line to CS leadershipTrack issues, unblock dependencies, and ensure follow-through across teamsMaintain a clear "no dropped balls" system for the programReporting & Program VisibilityPull and share client reporting/dashboards using established templatesCommunicate trends and program performance clearly to client stakeholdersCoordinate inputs for QBRsSystems Continuous ImprovementWork comfortably inside enterprise tools (including VMS)Identify workflow gaps and propose improvements (process tech)Surface product feedback and recommendationsHelp develop or improve client-facing and internal user guidesWhat Success Looks LikeThe client experiences a world-class, high-trust customer partnershipOnboarding and classification workflows move quickly, predictably and cleanlyEscalations are rare, well-managed and resolved quicklyStakeholders feel informed and confident in the programReporting is clear, consistent and reliableThe program scales smoothly as global complexity increasesWhat You BringMust-HavesMinimum 3 years operating within enterprise workforce programs (CW, HR ops, contingent workforce, or equivalent)Excellent written/verbal communication and strong client presenceExperience with VMS platforms (strong preference for VNDLY) and comfort navigating enterprise workflowsHands-on experience with EOR/AOR, worker classification, and global compliance workflowsStrong operational judgment and ability to prioritize deadlines and escalationsHigh ownership, proactive follow-through and comfort operating in ambiguityTech-savvy: you can work effectively with systems, templates, tooling and process automationPreferredGlobal program experience spanning multiple countries and regionsExperience improving SOPs, user guides, and repeatable operating rhythmsCCWP certification, PHR or SPHRLocationBay Area / San Francisco — hybrid, with onsite presence at the client up to 2 days per weekWhy Join GreenLight.aiWork directly with a top-tier enterprise client and a complex global programCombine high-touch service with technology to create a best-in-class client experienceJoin a small, senior team where you'll have real ownership and visibilityHelp build the operating system for global independent workCompensation Range: $75K – $95KJ-18808-Ljbffr