People and client success

CLIENT & PEOPLE SUCCESS EXECUTIVE
Full-Time | Client Operations & Account Management
Role Overview
The Client & People Success Lead is a client-facing operational role responsible for managing the full billing and invoicing lifecycle, driving business development through proposals, and ensuring seamless communication with clients and internal teams. The role also carries light HR responsibilities — primarily payroll administration and internal communications — making it a well-rounded position for someone who is highly organized, commercially sharp, and people-oriented.
Position Details
Job Title
Client & People Success Lead
Department
Client Operations / Account Management
Reporting To
COO / Head of Operations
Employment Type
Full-Time
Location:
Remote
Job Timing:
9am - 6pm MST USA Time Zone

Key Responsibilities
Billing, Invoicing & Client Financials (Core Responsibility)

• Own the end-to-end billing cycle for all client accounts — generating, reviewing, and dispatching invoices accurately and on time
• Set up billing schedules and payment terms for new and existing clients in coordination with finance
• Track outstanding payments, send payment reminders, and follow up on overdue accounts professionally
• Reconcile billing records with finance and resolve any discrepancies or disputes in a timely manner
• Maintain organized, audit-ready records of all invoices, receipts, and financial correspondence
• Prepare monthly and quarterly billing reports for leadership review

Client Communication & Email Management (Core Responsibility)

• Serve as the primary point of email contact for assigned client accounts — managing inboxes, responding promptly, and escalating where necessary
• Draft and send professional client-facing emails covering project updates, billing notifications, contract renewals, and general correspondence
• Ensure all client communications are logged, tracked, and followed up on within defined SLAs
• Proactively notify clients of any changes, delays, or important updates affecting their accounts

CLIENT CONTRACTS & SERVICE AGREEMENTS (15% of Role)

• Draft, customize, and manage all client service contracts including Development
• Contracts, Hosting Agreements, Maintenance Contracts, and Service Level Agreements (SLAs)
• Tailor contracts to reflect specific services provided development, hosting, maintenance, support with clear scope, deliverables, timelines, and pricing
• Coordinate with clients to discuss contract terms, address questions, and incorporate requested changes and modifications
• Collaborate with leadership, legal, and finance teams to ensure contracts are legally compliant, commercially sound, and aligned with company policy
• Incorporate billing details, payment terms, invoicing schedules, and pricing structures into all service contracts
• Send contracts to clients via DocuSign, email, or other agreed-upon mediums; track signature status and follow up for timely execution
• Maintain a centralized, organized repository of all signed and active client contracts with version control
• Support contract renewals and amendments; communicate changes to all relevant stakeholders
• Ensure all contracts are aligned with company service capabilities and financial terms

Documentation, Confluence & Jira Management (Core Responsibility)

• Create, update, and maintain project and operational documentation on Confluence — including SOPs, meeting notes, onboarding guides, and client briefs
• Log, assign, and track tasks and issues on Jira; ensure tickets are up to date and reflect accurate project status
• Coordinate with the internal PMO team to ensure documentation reflects current project realities
• Develop and maintain a well-organized documentation structure on Confluence for easy team access
• Support project kick-offs and handovers by preparing and uploading all relevant documentation

Internal PMO Communications & Holiday Notifications

• Serve as the communications coordinator for the internal PMO team drafting and sending announcements, updates, and reminders
• Prepare and circulate official holiday notifications, office closures, and scheduling advisories to the PMO team and relevant stakeholders in a timely manner
• Maintain an internal communications calendar to ensure no key dates, deadlines, or announcements are missed
• Coordinate cross-team scheduling around holidays and leave periods to minimize project disruption

HR & People Support (Supporting Role)

• Prepare and update monthly salary sheets and upload finalized data onto the payroll platform for timely salary disbursement
• Generate and issue monthly salary slips to all employees accurately and confidentially
• Coordinate and facilitate employee onboarding orientation sessions for new hires
• Plan and host periodic HR webinars covering company policies, compliance, and employee wellness topics
• Draft employment contracts,, and other HR-related documentation on confluence as needed
• Maintain employee records and HR files in compliance with data privacy standards

REQUIRED QUALIFICATIONS
Education

• Bachelor's degree in Business Administration, Finance, Communications, HR, or a related field
• MBA or Masters in Finance or accounting will be a plus
• OR equivalent professional experience (3–5 years in client operations or account management)

Experience

• 3–5 years in client success, account management, client operations, or a combination of these roles.
• Proven experience managing client billing, invoicing, and financial correspondence
• Experience drafting and managing client service contracts and agreements
• Experience coordinating contract reviews, negotiations, and execution via DocuSign or similar platforms
• Hands-on working knowledge of Confluence and Jira (essential)
• Experience coordinating projects, managing timelines, and working in a PMO or Agile environment
• Exposure to HR operations (payroll, onboarding, contracts) is a plus

Skills & Competencies

• Highly organized and detail-oriented — with exceptional accuracy in billing, contracts, and documentation
• Strong professional writing skills; able to draft contracts, emails, and documentation with clarity, precision, and polish
• Commercially aware and results-driven — understands contracts, pricing, revenue recognition, and account growth
• Proficient in Confluence, Jira, Microsoft Office or Google Workspace, and email management systems
• Experience with contract management platforms and DocuSign or similar e-signature tools
• Comfortable managing multiple client accounts simultaneously without close supervision
• Excellent verbal and written communication skills; professional demeanor with internal and external stakeholders
• Problem-solving mindset; able to identify issues early and propose solutions
• Reliable, discrete, and trustworthy — especially when handling confidential contracts, billing, and payroll information
• Self-starter who manages time effectively in a remote-first environment
• Adaptable and collaborative; comfortable working cross-functionally with sales, delivery, finance, legal, and leadership teams

PREFERRED QUALIFICATIONS

• Master's degree (MBA) or related advanced degree
• Bachelor's degree in a related field (business, finance, communications, HR)
• Project Management certification (PMP, CAPM) or Client Success certification
• Experience in SaaS, IT services, consulting, or service-based businesses
• Familiarity with Agile or fast-paced work environments
• Experience with CRM tools (Salesforce, HubSpot, Pipedrive)
• Experience with HRIS or payroll platforms
• HR certifications (SHRM-CP, PHRi) are a bonus
• Leadership or team mentoring experience

KEY PERFORMANCE INDICATORS (KPIs)

• Invoice accuracy rate (target: 99%+)
• On-time invoice delivery (target: 100%)
• Average days to resolve billing disputes (target: <5 days)
• Accounts receivable follow-up turnaround (target: within 48 hours of due date)
• Contract execution turnaround time (target: <7 business days)
• Contract accuracy and compliance rate (target: 100%)
• Client email response time (target: <24 hours)
• Client satisfaction score / NPS (Net Promoter Score)
• Confluence documentation completeness and update frequency
• Jira ticket accuracy and on-time closure rate
• Payroll accuracy rate and salary slip issuance turnaround
• PMO team satisfaction with internal communications
• Client retention and account renewal rate