Contingent Workforce Client Success Lead (Remote)

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 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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