Contingent Workforce Customer Success Lead (Embedded Enterprise Client Program)

About this role

Location: Remote (U.S.)

Must be available to work a consistent 8:00 AM – 5:00 PM schedule in the Pacific time zone.

Reports to the Head of Customer Success.

ABOUT GREENLIGHT.AI http://GreenLight.ai

GreenLight.ai http://GreenLight.ai is building the infrastructure behind modern independent work. We help global enterprises compliantly engage, classify, onboard, and pay contingent workers in more than 130 countries, with a particular focus on supporting enterprise programs across the Americas.

Our API-first platform combines technology, AI, and deep compliance expertise to simplify some of the most complex workforce challenges organizations face today—from worker classification and global onboarding to payments, compliance, and ongoing workforce management.

We're in an exciting stage of growth. We've built a strong foundation, work with some of the world's most innovative organizations, and are scaling both our platform and our team for the next chapter.

That means we're looking for builders.

People who enjoy solving problems, improving processes, embracing AI, and taking ownership. People who want to help shape how a growing company operates rather than simply maintaining the status quo.

If that sounds like you, we'd love to meet you.

ROLE OVERVIEW

We're looking for an Enterprise Customer Success Lead to become an embedded extension of one of GreenLight's enterprise clients.

You'll own the day-to-day operational success of the program while building trusted relationships with client stakeholders and coordinating across GreenLight's operations, compliance, product, engineering, HR, and finance teams.

You'll ensure onboarding runs smoothly, worker classification moves efficiently, operational issues are resolved quickly, and the client always has confidence that GreenLight is delivering an exceptional experience.

This is a highly visible role with significant autonomy. You'll have direct exposure to enterprise customers while helping improve the systems, processes, and playbooks that allow GreenLight to scale.

WHAT THIS ROLE ISN'T

This isn't a traditional MSP role where your primary responsibility is managing suppliers or requisitions.

Instead, you'll lead the operational delivery of GreenLight's services—including EOR and AOR operations, worker classification, onboarding, worker lifecycle management, reporting, and program governance.

You'll become the client's trusted operational partner while continuously improving how GreenLight delivers its services.

Although GreenLight supports workers in more than 130 countries, this role primarily supports enterprise programs across the Americas, so experience with U.S. employment and contingent workforce practices is particularly valuable.

WHAT YOU'LL DO

1. OWN THE CLIENT EXPERIENCE

- Serve as the primary day-to-day operational lead for assigned enterprise clients.

- Build trusted relationships with program sponsors, HR, procurement, hiring managers, and other stakeholders.

- Lead weekly operational meetings and maintain proactive communication.

- Ensure clients always have visibility into program status, priorities, and next steps.

- Represent GreenLight with professionalism, responsiveness, and sound operational judgment.

2. LEAD WORKER ONBOARDING & LIFECYCLE OPERATIONS

- Own the worker onboarding experience from offer acceptance through successful program entry.

- Coordinate onboarding activities across GreenLight teams, including VMS operations, compliance, I-9 documentation, payroll, and support.

- Maintain visibility across every worker lifecycle event and proactively resolve issues before they impact the client.

- Coordinate seamless offboarding while ensuring complete documentation and compliance.

3. DRIVE WORKER CLASSIFICATION & COMPLIANCE OPERATIONS

- Coordinate worker classification workflows across internal and client stakeholders.

- Keep compliance activities moving efficiently and proactively identify bottlenecks.

- Partner with GreenLight's compliance specialists to resolve complex situations.

- Help enterprise programs operate consistently across multiple jurisdictions while maintaining a strong understanding of U.S. labor and contingent workforce practices.

4. OWN OPERATIONAL ESCALATIONS

- Take ownership of operational issues from identification through resolution.

- Coordinate across departments to remove blockers and keep work moving.

- Ensure clients receive timely updates and clear communication throughout every issue.

- Maintain a "nothing falls through the cracks" approach to execution.

5. REPORTING & PROGRAM VISIBILITY

- Produce recurring dashboards and operational reporting.

- Monitor program health and communicate trends, risks, and opportunities.

- Prepare reporting and insights for Quarterly Business Reviews.

- Help clients understand how their programs are performing and where improvements can be made.

6. IMPROVE SYSTEMS & PROCESSES

- Work confidently across enterprise platforms and GreenLight's technology stack.

- Identify opportunities to simplify workflows and improve the client experience.

- Partner with Product and Engineering to provide structured product feedback.

- Improve SOPs, playbooks, templates, and operational documentation.

- Help build scalable operating processes that support future growth.

AI IS PART OF THE JOB

At GreenLight, we believe AI should make every employee more effective.

We expect everyone—not just engineers—to use AI every day to improve the quality and speed of their work.

You'll regularly use AI tools such as ChatGPT and other copilots to:

- Draft and refine client communications.

- Summarize meetings, tickets, and operational issues.

- Analyze trends across onboarding, escalations, and reporting.

- Improve documentation and knowledge sharing.

- Automate repetitive tasks and improve operational efficiency.

We're also looking for people who enjoy experimenting with AI…