Vice President of Customer Success [MarTech]

Company:

Our client- A GenAI-powered consumer insights platform revolutionizing product strategies and driving success for leading global brands. It is a trusted partner to high-profile customers, such as Givaudan, KraftHeinz, Nestlé, Mars, PepsiCo, Bacardi, Del Monte and many more.

The Vice President of Customer Success will play a pivotal role in driving growth and revenue by building and expanding relationships with our existing clients. You’ll be responsible for scaling the Customer Success team, fostering strong client relationships, and working closely with our customers to understand their needs and create value.

The role is commercially driven rather than support focused. We are seeking a consultative leader who can deliver deep, strategic insights to decision-makers within our client organizations, ultimately ensuring renewal and account expansion.

Key Responsibilities

• Account Growth: Develop and execute strategies to expand business with current clients by identifying growth opportunities and delivering consultative value.

• Client Retention: Partner with decision-makers at client organizations to ensure renewals and long-term satisfaction, focusing on revenue growth rather than solely maintaining relationships.

• Team Leadership: Build, scale, and lead the Customer Success team from its current size (~7 team members) to over 20, ensuring a high-performing, growth-driven culture.

• Strategic Consultation: Provide in-depth guidance to clients to align our solutions with their needs, goals, and challenges.

• Collaboration: Work closely with Sales, Product, and Marketing teams to align customer success strategies with overall company objectives.

• Process Development: Establish best practices, processes, and metrics for tracking team and client success.

• Startup Growth: Leverage your experience in high-growth startups to scale the team, processes, and Annual Recurring Revenue (ARR) in a fast-paced, dynamic environment.

What We’re Looking For

• MUST: Bachelor’s degree in business or similar equivalent experience. [MBA – an advantage.]

• MUST: Startup Experience - Proven success working in a fast-paced, high-growth startup environment.

• MUST: SaaS Experience - Strong background in SaaS companies, with extensive experience in senior client relationships or customer service experience.

• MUST: Customer Success Leadership: 10 years of experience in customer success or account management, or sales or related roles, with at least 3 years in a senior leadership capacity.

• Complex Product Experience: Experience working with complex products, ideally with a background in consumer insights or analytics, is highly preferred.

• Scaling Expertise: Experience in scaling ARR and teams (e.g., growing a team from 7 to 20 members).

• Commercial Mindset: A results-driven approach with a track record of driving revenue and growth through account expansion and consultative relationships.

• Strong Communicator: Exceptional interpersonal, communication, and relationship-building skills to engage with high-level decision-makers.

• Consultative Approach: Ability to provide deep, strategic insights and act as a trusted advisor to clients.

• Collaboration Skills: Proven ability to collaborate cross-functionally with sales, product, and other teams to achieve customer success goals.

• Analytical & Data-Driven: Ability to analyze client data and metrics to drive insights and improvements.