VP, Customer Success

This is a fully remote position, open to applicants in New Jersey.

📋 Description

• Lead and cultivate the Customer Success and Operational/Insight Community Delivery teams.

• Enhance customer satisfaction, retention, adoption, and growth across the client portfolio.

• Act as a senior contact for key client relationships and manage escalations.

• Ensure the successful execution and delivery of client programs while upholding high service quality standards.

• Develop and implement scalable processes, procedures, and best practices that support growth and operational efficiency.

• Collaborate with Sales to drive revenue growth, client retention, and profitability goals.

• Work together with Panel and Operations teams on panel recruitment strategies that align with feasibility, quality, and delivery targets.

• Identify and apply automation, technology, and process enhancements.

• Track and report on customer success, operational, and financial performance metrics.

• Oversee budgeting, forecasting, resource planning, and profitability for the business line.

• Coach, mentor, and develop team members while promoting accountability, collaboration, and continuous improvement.

• Collaborate with Product and Technology teams to enhance the platform and improve services.

• Undertake additional responsibilities as assigned.

⛳️ Requirements

• Bachelor's degree in Business, Marketing, Operations, or a related field is required.

• Over 15 years of progressive leadership experience in Customer Success, Client Services, Operations, Market Research, SaaS, Technology, or a similar industry.

• In-depth knowledge of quantitative research methodologies, insight communities, sampling, panel management, sample design, feasibility, panel recruitment, and operational delivery.

• Ability to translate quantitative research requirements into scalable client solutions and operational processes.

• Strong customer-centric mindset and dedication to providing exceptional client experiences.

• Demonstrated strategic and operational leadership abilities.

• Financial and commercial acumen.

• Proven track record of leading teams in dynamic, high-growth environments.

• Excellent communication, relationship-building, and problem-solving skills.

• Expertise in process improvement and change management.

• Capability to balance strategic thinking with hands-on execution.

• Experience in managing and developing high-performing teams.

• Proven success in enhancing customer retention, satisfaction, and business growth.

• Strong financial management experience, including budgeting, forecasting, resource planning, and profitability oversight.

• Experience in supporting a rapidly growing business and scaling operational processes.

• Strong skills in client relationship management and stakeholder engagement.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Flexible work arrangements and remote work options.

• Opportunities for professional development and career advancement.

• Supportive and inclusive company culture.