Vice President of Client Success

• We are looking for a hands on VP Client Success focused on turning the company’s customer intelligence platform into measurable business impact—from initial engagement through ongoing adoption!
• The Vice President, Client Success owns the client outcomes that matter. This is a hands-on leadership role focused on turning the company’s customer intelligence platform into measurable business impact—from initial engagement through ongoing adoption and growth
• You will lead the Client Success team & work closely with Sales, Product, Solutions, Engineering bringing these teams together around a single goal: helping clients get more value, faster. Working directly with senior client stakeholders to identify opportunities, solve complex problems, prove ROI, and turn insights into action
• Beyond individual accounts, the VP, CS will build the systems, processes, and culture needed to scale exceptional client delivery—raising the bar on execution, accountability, and continuous improvement across the organisation
• Client Success & ROI Delivery
• Actively manage relationships with key clients across multiple sectors to ensure satisfaction and retention
• Deliver measurable ROI for clients by embedding the company’s technology into their organisations and enabling them to take action on their data
• Serve as a trusted advisor to clients, providing technical vision, thought leadership, and actionable insights
• Facilitate workshops and strategy sessions to align client goals with the company’s platform capabilities
• Operational Excellence
• Oversee the execution of client projects from inception to delivery, ensuring timely completion and high-quality outcomes
• Reduce complexity in processes and tasks to increase efficiency and scalability
• Manage ISO27001 compliance by ensuring appropriate access controls over information assets and software tools are implemented
• Monitor performance metrics across teams to identify areas for improvement and drive accountability
• Team Leadership & Development
• Set the vision and strategy for the Client Success team in alignment with organisational goals
• Directly manage CS Directors and Client Partners as well as other team members, providing hands-on guidance and support
• Conduct regular staff reviews to ensure accountability, professional growth, and alignment with company values
• Hire and develop a diverse team of high-performing professionals who embody a client-first mindset
• Sales Enablement & Messaging
• Deliver compelling sales messaging that resonates with clients across industries
• Partner with sales teams to support deal closures by providing technical expertise and strategic insights
• Inspire clients with thought leadership on how AI and analytics can transform their businesses
• Strategic Planning & Execution
• Develop and execute an annual business plan for Client Success that aligns with the company’s long-term vision
• Balance short-term priorities with long-term value creation for both clients and the organisation
• Research emerging trends in AI, analytics, and customer intelligence to keep the company at the forefront of innovation
• Culture Building & Collaboration
• Foster a collaborative culture that emphasises innovation, accountability, and continuous improvement
• Act as a resource to unblock challenges faced by team members and enable them to succeed in their roles
• Champion cross-functional initiatives within the organisation
• The VP, CS will be evaluated based on:
• Client Credibility: Ability to build trust with clients through expertise, results-driven execution, and strong interpersonal skills
• Collaboration: Effectiveness in working across cross-functional teams to achieve shared goals
• Hands-On Leadership: Willingness to directly contribute to client success while empowering team members
• Start-Up Experience: Comfort operating in a fast-paced environment with evolving priorities
• Warmth & Approachability: Ability to inspire trust among clients and internal teams through authentic engagement

Benefits

• 26 days + Public Holidays
• Pension Scheme
• Income Protection
• Complimentary Breakfast (when in office)
• Cycle to Work Scheme
• 20 days + 10 Federal Holidays
• Flexible Working
• Hybrid Working Policy
• Personal Development Opportunities
• Mental Health Counselling
• Family Friendly Benefits
• Company Events
• Company Socials
• 401k
• Life Insurance
• Healthcare, Dental and Visual plans
• 401k Safe Harbour
• Short and Long Term Disability Allowance
• 24 days + Public Holidays
• Complimentary Breakfast (when in office)
• Restaurant, Travel & Childcare Scheme

• Bachelor’s degree in Business Administration, Data Science, or related field; advanced degree preferred (e.g., MBA)
• Familiarity with ISO27001and/or SOC2 compliance standards is advantageous
• 10–15 years of experience in customer success management or related fields such as account management or analytics delivery
• Experience managing enterprise accounts across multiple industries/sectors is highly desirable
• Problem-Solving Skills: Proactive approach to identifying challenges and implementing effective solutions in real time
• Technical Expertise: Strong foundation in AI, analytics, data-driven decision-making, and customer intelligence platforms
• Operational Excellence: Ability to balance strategic oversight with hands-on execution of day-to-day responsibilities
• Leadership: Proven ability to lead diverse teams while fostering a collaborative culture
• Client-Centric Mindset: Deep understanding of customer needs and ability to deliver tailored solutions that drive measurable results
• The ideal candidate is passionate about delivering exceptional client experiences while driving tangible business outcomes. They thrive in fast-paced environments where they can combine strategic thinking with hands-on execution. A commitment to fostering an inclusive workplace culture is essential