Client Success Lead

About GreenLight.ai

GreenLight.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 Overview

We’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 Success.

What You’ll Do

1) Own the Embedded Client Experience

• Serve as the primary day-to-day operational lead for the client

• Run weekly client operations meetings and manage ongoing stakeholder communication

• Maintain strong relationships with program sponsors, HR, procurement, and hiring managers

• Drive responsiveness and clarity in a high-volume, fast-paced environment

2) Lead Onboarding + Worker Lifecycle Coordination (EOR/AOR)

• Own worker orientation, communication, and “warm introduction” into the program

• Coordinate 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 needed

• Ensure smooth offboarding processes and proper documentation/closeout

3) Drive Worker Classification & Compliance Workflow Throughput

• Coordinate classification workflows and ensure the right stakeholders are engaged

• Maintain visibility into compliance progress to proactively prevent escalations

• Escalate and coordinate with internal compliance SMEs when issues arise

• Help the program operate predictably across multiple countries and regulatory contexts

4) Operational Escalation Management

• Own operational escalations end-to-end with a tight line to CS leadership

• Track issues, unblock dependencies, and ensure follow-through across teams

• Maintain a clear “no dropped balls” system for the program

5) Reporting & Program Visibility

• Pull and share client reporting/dashboards using established templates

• Communicate trends and program performance clearly to client stakeholders

• Coordinate inputs for QBRs

6) Systems + Continuous Improvement

• Work comfortably inside enterprise tools (including VMS)

• Identify workflow gaps and propose improvements (process + tech)

• Surface product feedback and recommendations

• Help develop or improve client-facing and internal user guides

What Success Looks Like

• The client experiences a world-class, high-trust customer partnership

• Onboarding and classification workflows move quickly, predictably and cleanly

• Escalations are rare, well-managed and resolved quickly

• Stakeholders feel informed and confident in the program

• Reporting is clear, consistent and reliable

• The program scales smoothly as global complexity increases

What You Bring

Must-Haves

• Minimum 3 years operating within enterprise workforce programs (CW, HR ops, contingent workforce, or equivalent)

• Excellent written/verbal communication and strong client presence

• Experience with VMS platforms (strong preference for VNDLY) and comfort navigating enterprise workflows

• Hands-on experience with EOR/AOR, worker classification, and global compliance workflows

• Strong operational judgment and ability to prioritize deadlines and escalations

• High ownership, proactive follow-through and comfort operating in ambiguity

• Tech-savvy: you can work effectively with systems, templates, tooling and process automation

Preferred

• Global program experience spanning multiple countries and regions

• Experience improving SOPs, user guides, and repeatable operating rhythms

• CCWP certification, PHR or SPHR

Location

Bay Area / San Francisco — hybrid, with onsite presence at the client up to 2 days per week

Why Join GreenLight.ai

• Work directly with a top-tier enterprise client and a complex global program

• Combine high-touch service with technology to create a best-in-class client experience

• Join a small, senior team where you’ll have real ownership and visibility

• Help build the operating system for global independent work