VP, Customer Success

About the role

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 focuses 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.

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.

Requirements

• Strong knowledge of quantitative research methodologies, insight communities, sampling, panel management, and operational delivery across market research programs.
• Ability to translate quantitative research needs into scalable client solutions and operational processes.
• Strong customer-first mindset with a passion for delivering exceptional client experiences.
• Strategic and operational leadership skills.
• Financial and commercial acumen.
• Proven ability to lead teams in fast-paced, high-growth environments.
• Strong communication, relationship-building, and problem-solving skills.
• Process improvement and change management expertise.
• Ability to balance strategic thinking with hands-on execution.
• Results-oriented with a focus on continuous improvement.

Qualifications

• Bachelor’s degree in Business, Marketing, Operations, or a related field required; Master’s degree preferred.
• 15+ years of progressive leadership experience in Customer Success, Client Services, Operations, Market Research, SaaS, Technology, or a related industry.
• Strong knowledge of quantitative research methodologies, insight community management, sample design, feasibility, panel recruitment, and project delivery.
• Experience managing and developing high-performing teams.
• Demonstrated success improving customer retention, satisfaction, and business growth.
• Experience contributing to panel recruitment, sample strategy, feasibility, or vendor management initiatives preferred.
• Strong financial management experience, including budgeting, forecasting, resource planning, and profitability oversight.
• Experience supporting a rapidly growing business and scaling operational processes to meet increased demand.
• Strong client relationship management and stakeholder engagement skills.