VP Client Success & Account Management
VP CLIENT SUCCESS & ACCOUNT MANAGEMENT
KEY POINTS
- Senior leadership role owning Customer Success & Account Management end-to-end
- AI-powered consumer & B2B research platform used by global brands
- Enterprise customers across CPG, Tech, Pharma & Financial Services
- High-impact role in a fast-growing, VC-backed startup
ABOUT THE CLIENT
Due to continued growth, we're supporting a venture-backed AI research platform transforming how global brands generate consumer and B2B insights. Their technology replaces slow, expensive traditional research with fast, scalable, AI-driven qualitative research used by some of the world's most recognised organisations.
THE BENEFITS
- Opportunity to own and shape the entire Customer Success function
- Work directly with founders and senior leadership
- Influence product direction through direct customer insight
- Competitive compensation with meaningful upside
- Small, elite team with a high-performance, low-ego culture
THE VP CLIENT SUCCESS ROLE
As VP Customer Success, you will own the full post-sale customer journey - from high-stakes pilots and onboarding through to adoption, renewals, retention and expansion across global enterprise accounts. You'll build and lead a lean, high-calibre CS & Account Manager team, combining market research expertise, AI fluency, and commercial rigour.
You'll be responsible for ensuring customers achieve fast, tangible value, turning flagship accounts into long-term partners and vocal advocates, while embedding scalable systems that allow quality to grow without unnecessary headcount.
KEY RESPONSIBILITIES
- Own customer outcomes from pilot to multi-market rollout
- Design and manage onboarding, enablement, QBRs, renewals, and expansion
- Hire, coach, and lead a small team of enterprise-level CSMs
- Drive net revenue retention through renewals and upsell opportunities
- Partner closely with Sales on renewals and expansion strategy
- Act as the voice of the customer into Product and GTM teams
- Build scalable CS processes, playbooks, and reporting frameworks
- Develop customer advocacy through case studies, references, and events
VP CLIENT SUCCESS ESSENTIAL EXPERIENCE
- 8-15 years' experience in Customer Success/Client Success, Account Management, or similar leadership roles
- Deep market research experience is mandatory
- Strong understanding of insights teams within CPG, Tech, Pharma, or Financial Services
- Proven ownership of enterprise renewals and expansion targets
- Experience building or scaling a CS function in a high-growth environment
- Comfortable positioning AI-driven products to non-technical stakeholders
- Builder mindset with experience creating processes from first principles
WHAT SUCCESS LOOKS LIKE
- High net revenue retention across enterprise accounts
- Referenceable, flagship customers advocating publicly
- Clear, repeatable onboarding and adoption playbooks
- Strong usage and engagement metrics predicting renewals
- A small, high-performing CS team trusted internally and externally
TO BE CONSIDERED
Please either apply through this advert or email me directly via .For further information, please call me on / .
By applying for this role, you give express consent for us to process and submit (subject to required skills) your application to our client in conjunction with this vacancy only.
KEY SKILLS Customer Success Leadership, Client Success, Market Research, Enterprise Accounts, AI Platforms, Customer Lifecycle Management, Renewals, Expansion, SaaS, B2B Research