Contingent Workforce Client Success Lead (Remote)

Role Overview We're hiring a Client Success Lead to run day-to-day delivery for a large enterprise client. 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

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

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