VP, Customer Success

POSITION SUMMARY

The VP, Customer Success, is responsible for leading and scaling the Customer Success and Operational Delivery functions for a rapidly growing business line. This role is focused on driving client satisfaction, retention, operational excellence, and profitable growth while ensuring the successful delivery of customer programs.

The VP will lead a team of 5-7 professionals and work cross-functionally with Sales, Product, Operations, and Panel teams to optimize client outcomes, improve delivery processes, and support business growth. The ideal candidate brings deep experience in customer success, service delivery, and business operations, along with strong commercial and financial acumen.

KEY JOB RESPONSIBILITIES

• Lead and develop the Customer Success and Operational/Insight Community Delivery teams.
• Drive customer satisfaction, retention, adoption, and growth across the client portfolio.
• Serve as a senior point of contact for key client relationships and escalations.
• Ensure successful execution and delivery of client programs while maintaining high service quality standards.
• Develop and implement scalable processes, procedures, and best practices that support growth and operational efficiency.
• Partner with Sales to support revenue growth, client retention, and profitability objectives.
• Collaborate with Panel and Operations teams to contribute to panel recruitment strategies that support feasibility, quality, and delivery goals.
• Identify and implement automation, technology, and process improvements to enhance client and operational outcomes.
• Monitor and report on key customer success, operational, and financial performance metrics.
• Manage budgeting, forecasting, resource planning, and profitability for the business line.
• Coach, mentor, and develop team members while fostering a culture of accountability, collaboration, and continuous improvement.
• Partner with Product and Technology teams to identify opportunities for platform enhancements and service improvements.
• Other duties as assigned.