Director of Client Success
Remote · Full-Time · USD Contractor · Reports to VP of Operations
The Role
Lupa connects US companies with top Latin American talent. As we scale, we're separating account management from recruiting delivery — so recruiters can become experts at recruiting, and account managers can become experts at client strategy. This role is the first move in that direction.
As Director of Client Success, you'll own the full client relationship across our RPO accounts. You'll work side by side with our Head of Recruiting — she owns the delivery engine, you own the client relationship. Together, you ensure strategy and execution stay tightly connected at all times.
This role starts focused on RPO. The expectation is that it grows: eventually owning account management across contingency and staffing, and leading a team of Account Managers as Lupa scales.
What You'll Own
Client Relationship & Account Strategy
Own the client relationship end-to-end across all RPO accounts — you are the consistent, strategic face of Lupa
Run structured kickoff and intake conversations that go beyond the job description — diagnose the real hiring problem, set realistic expectations, and align before sourcing starts
Proactively identify expansion and upsell opportunities across Lupa's service lines (RPO, contingency, staffing) based on genuine understanding of each client's business
Map key stakeholders at every account; build relationships at multiple levels — not just the primary point of contact
Drive reactivation strategies for dormant accounts; own re-engagement with a clear point of view on timing and value positioning
Track account health proactively — you catch deteriorating relationships before the client goes quiet
Client Communication Quality
Own the standard for how Lupa communicates with clients — tone, clarity, professionalism, and follow-through
Audit recruiter-client communications (emails, Slack, call summaries) and provide direct, structured feedback to ensure every touchpoint reflects The Lupa Way
As the Account Management team grows, shift from auditing directly to coaching and developing Account Managers on communication standards
Act as the bridge between client context and the delivery team — translate client expectations into precise briefs, and translate delivery realities into honest, confident client communication
Renewals, Retention & Expansion
Build and manage a renewal system: 60-30-15 day cadence, renewal tracker, and clear ownership per account
Implement client health scoring to proactively identify at-risk accounts and trigger early intervention
Lead renewal and expansion conversations; partner with leadership on pricing and contract terms
Turn client feedback into actionable improvements — close the loop between what clients experience and how the team operates
Reporting & Operations
Maintain clean, structured records of client interactions, account health, and strategic intelligence in CRM
Report on account-level metrics: NDR, renewal rate, expansion revenue, client satisfaction signals, and churn reasons
Use AI tools as a genuine operational advantage — research, synthesis, communication prep, and account strategy
Who You Are
Must-haves
5–8 years in client success, account management, or client-facing roles within a recruiting, staffing, or RPO agency — you understand the model from the inside
Proven track record growing accounts, not just maintaining them — you can point to specific expansions, upsells, or reactivations you drove
Strong communicator: comfortable delivering uncomfortable truths — misaligned budgets, weak pipelines, honest market realities — with warmth and professionalism
Excellent English (written and spoken, client-facing quality); Spanish or Portuguese required
AI fluent: you use AI tools to work faster and think sharper across research, communication, and account strategy — it's part of how you operate, not an afterthought
Data-oriented: you know your numbers without being asked — conversion rates, time-to-fill, account revenue, pipeline health
Experience giving direct, structured feedback on communication quality — to peers, recruiters, or direct reports
Nice-to-haves
Experience managing cross-country searches or accounts across LATAM markets
Familiarity with CRM or ATS platforms: HubSpot, Bullhorn, RecruitCRM, or similar
Exposure to contingency, staffing, and RPO models and how they differ operationally
Experience managing or mentoring a team
Your personality
Consultative: you give clients the answer they need, not the one they want to hear
Commercial: every closed search is the opening to the next conversation — you see the opportunity
Collaborative: you and the Head of Recruiting operate as a unit — tight strategy, shared context, mutual accountability
Precise: vague briefs and unclear mandates make you uncomfortable — you close the gap immediately
Accountable: if an account isn't growing or a touchpoint missed the mark, you own it and fix it
Growth Path
This role is built to lead. As Lupa's account management function expands beyond RPO into contingency and staffing, the expectation is that you build and lead a team of Account Managers — becoming the operational head of client strategy across the company.
What We Offer
Competitive USD salary + performance commission structure
100% remote — work from anywhere in Latin America
All tooling and software provided
12 vacation days/year + local holidays
2 weeks shared holiday (Christmas/New Year)
Your birthday off
Half-day Fridays, ~7–8 months of the year
Who We Are
Lupa is a headhunter and consultancy placing top Latin American talent with US companies. We operate by The Lupa Way — a framework built on Ethics of Care, Match Quality, Learning Focus, and Transparency. It's not a value poster. It's how we sell, recruit, communicate, and make decisions every day.
Lupa Recruiter Operations, LLC is an Equal Opportunity Employer.