VP OF Customer Experience

POSITION SUMMARY The VP, CustomerSuccess,is responsible forleading and scaling the Customer Success and Operational Delivery functions for a rapidly growing business line. This role is focused 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 tooptimizeclient outcomes, improve delivery processes, and support business growth. The ideal candidate brings deep experience in customer success, service delivery, and business operations, along with strong commercial and financial acumen. KEY JOB RESPONSIBILITIES Lead and develop the Customer Success and Operational/Insight CommunityDelivery 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 whilemaintaininghigh 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 profitabilityobjectives. Collaborate with Panel and Operations teams to contribute to panel recruitment strategies that support feasibility, quality, and delivery goals. Identifyand 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 toidentifyopportunities for platform enhancements and service improvements. Other duties as assigned. CORE COMPETENCIES Strong knowledge of quantitative research methodologies,insightcommunities,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 improvementand changemanagementexpertise. Ability to balance strategic thinking with hands-on execution. Results-oriented with a focus on continuous improvement. QUALIFICATIONS Education Bachelor’s degree in Business, Marketing, Operations, ora relatedfieldrequired. Master’s degree preferred. Experience 15+ years of progressive leadership experience in Customer Success, Client Services, Operations, Market Research, SaaS, Technology, ora relatedindustry. Strong knowledge of quantitative research methodologies,insightcommunity 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. Strongfinancial managementexperience, 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.