Vice President of Client Engagement

Who Is Nisos?

Nisos is the human risk management company specializing in unmasking threats before they escalate. We are a trusted advisor who operates as an extension of security, intelligence, legal, and human resource teams to protect their people and business. Our intelligence-led solutions help enterprises make critical decisions, manage human risk, and drive real world consequences for digital threats.

For more information, visit: https://www.nisos.com.

What Is The Opportunity?

The Vice President of Client Engagement will oversee all post-sales client operations, including onboarding, implementation, client engagement, client success, account management, renewals, and expansion.  You will lead and scale three critical teams—Client Success, Client Onboarding, and Client Solutions—ensuring they are aligned, integrated, and focused on delivering a world-class client experience.  You’ll work closely with Sales, Intelligence Services and Delivery, Product, and Marketing to ensure that every client touchpoint drives value, trust, and growth. 

What You’ll Do

Team Leadership and Organizational Management

• Lead, mentor and scale Client Success, Client Onboarding, and Client Solutions teams. 
• Set clear objectives, define team roles, and implement performance management practices.
• Crete a unified vision and collaborative culture across all client-facing engagement teams. 
• Develop and execute hiring, onboarding, and career development strategies for your teams. 

Client Engagement and Success

• Oversee the entire client lifecycle from onboarding through renewal and expansion.
• Drive consistent engagement through proactive communication, business reviews, and value delivery. 
• Serve as an executive sponsor for key accounts and a point of escalation for complex issues. 
• Ensure the voice of the client is represented internally in product, operations, and strategic planning. 

Revenue Ownership

• Own retention, renewal, upsell, and expansion metrics across the existing client base. 
• Collaborate with Sales to develop account growth strategies and co-own client revenue. 
• Forecast retention and expansion revenue, mitigate risk, and capitalize on new opportunities. 

Operational Excellence

• Establish scalable processes, tools, and KPIs across Client Success, Client Onboarding, and Client Solutions. 
• Oversee the client health framework, churn analysis, and lifecycle automation. 
• Champion continuous improvement in service delivery, onboarding and client interactions. 
• Lead change management as the company transitions from high-touch services to white-glove services with a SaaS platform. 

Who You Are

You are proficient in:

• Leading multi-disciplinary, client-facing teams at scale. 
• Managing executive-level client relationships and navigating B2B environments. 
• Using client insights and data to drive retention and growth. 
• Aligning client outcomes with company goals through strong internal collaboration. 

You are experienced in: 

• Owing revenue-related metrics such as retention, expansion, and renewals. 
• Designing and optimizing onboarding, client engagement, and support operations. 
• Leading in a SaaS environment or during a shift from services to productized delivery. 
• Managing leaders and specialists across client success, client solutions, and customer experience. 

Great to Have

• Background in cybersecurity, human risks, threat intelligence, or data-intensive B2B environments. 
• Hands-on use of customer success and CRM platforms, such as Salesforce. 
• Experience standing up new functions or processes in a scaling organization. 
• Bachelor’s degree or relevant education and experience preferred. 
• 10+ years of experience in client success, account management, or customer experience roles. 
• At least 3+ years leading cross-functional, client-facing teams. 
• Demonstrated success managing a revenue line or renewal/expansion portfolio. 

Where You’ll Work

• We are a remote-first organization with a physical location in Arlington, Virginia.  You must be authorized to work in the United States and travel up to 10% of your time each year. 

Disclaimer
This job description is not designed to cover nor contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Nisos Core Value: "We are Diverse"
We’re an equal opportunity employer dedicated to fostering a diverse workplace and prioritizing dignity and respect for our workforce. The goals of our trusted-partner culture are to establish an environment where employees have a sense of belonging, and to support all employees in reaching their fullest potential. We do this by cultivating a listening culture that values each individual's unique perspectives, backgrounds, and contributions.

We integrate diversity, equity, inclusion and belonging into our business strategy and across the employee lifecycle—from recruitment and onboarding, to engagement, development and off-boarding. We believe in equal employment opportunity and advancement for all, regardless of race, religion, color, sex, national origin, ancestry, caste, physical or mental disability, medical condition, genetic information, marital status, gender, gender identity or expression, age, military or veteran status, sexual orientation, or any other protected basis under applicable federal, state, and local laws.

Nisos is also committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, services, programs, and activities. To request reasonable accommodation for the job application or interview process, email ps@nisos.com.

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