Vice President of Client Engagement & Success

CoAd Summary:

CoAdvantage, a portfolio company of Aquiline Partners, provides human resource solutions to small and mid-sized businesses across the country. Headquartered in Bradenton, Florida, CoAdvantage serves clients and worksite employees in all 50 states. The experience of our executive leadership team and internal workforce allows us to deliver outstanding service to our customers, including entrepreneurial startups to those in more mature industries.

Position Summary

The Vice President of Client Engagement & Success serves as a strategic leader and trusted partner to ensure the highest levels of satisfaction, retention, and value delivery across the client portfolio. This role oversees the teams responsible for client relationship management, HR service delivery, and operational excellence. The VP drives initiatives that enhance the client experience, deepen relationships, and align HR solutions with each client’s business goals.

Key Responsibilities

Client Relationship Leadership

• Lead and mentor a high-performing team of Account Executives, HR Business Partners, and Service Specialists.
• Serve as the executive sponsor for key accounts, ensuring proactive engagement and strategic partnership.
• Build and execute a comprehensive client engagement strategy focused on retention, satisfaction, and growth.
• Establish and maintain strong, long-term client relationships at the executive and HR leadership levels.

HR Service Excellence

• Ensure client HR programs meet or exceed regulatory requirements and align with best practices.
• Partner with internal HR, Benefits, and Payroll leaders to continuously improve service delivery models and outcomes.
• Champion innovation and technology adoption to enhance client experience and operational efficiency.

Strategic Growth & Retention

• Develop metrics and KPIs for client health, engagement, and retention; implement processes to identify at-risk clients early.
• Collaborate with Sales and Implementation teams to ensure smooth client onboarding and a seamless handoff to ongoing service.
• Drive client expansion through cross-selling and value-added HR initiatives.
• Provide strategic insight to executive leadership on client trends, service opportunities, and retention risks.

Leadership & Culture

• Foster a culture of client advocacy, accountability, and continuous improvement across all client-facing teams.
• Represent the “voice of the client” in leadership discussions and service development initiatives.
• Lead strategic initiatives to improve Net Promoter Scores (NPS), reduce client turnover, and increase lifetime client value.

Qualifications

• Bachelor’s degree required, in HR, Business Administration, or related field.
• 8+ years of progressive experience in client success, HR operations, or account management within a PEO, HRO, or related HR services organization.
• 5+ years in a senior leadership or VP-level role overseeing multi-disciplinary teams.
• Deep knowledge of HR, payroll, benefits, and compliance within the PEO framework.
• Proven track record of driving client retention, satisfaction, and operational excellence.
• Exceptional executive communication and relationship-building skills.
• Strategic thinker with the ability to translate vision into actionable, measurable outcomes.
• SHRM or HRCI certification preferred

EOE

CoAdvantage is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, national origin, ancestry, citizenship status, age, sex (including pregnancy, childbirth, breast feeding and pregnancy-related medical conditions), gender, gender identity or expression, sexual orientation, marital status, uniform service member and veteran status, disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.