VP OF Customer Experience

About the Opportunity

This role is responsible for leading and scaling the Customer Success and Operational Delivery functions for a rapidly growing business line. This position is focused on driving client satisfaction, retention, operational excellence, and profitable growth while ensuring the successful delivery of customer programs. The leader will manage a team of 5-7 professionals and collaborate cross-functionally with Sales, Product, Operations, and Panel teams to optimize client 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 Responsibilities

• Lead and develop the Customer Success and Operational/Insight Community Delivery 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 while maintaining high 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 profitability objectives.
• Collaborate with Panel and Operations teams to contribute to panel recruitment strategies that support feasibility, quality, and delivery goals.
• Identify and 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 to identify opportunities for platform enhancements and service improvements.
• Other duties as assigned.

Core Competencies

• Strong knowledge of quantitative research methodologies, insight communities, 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 improvement and change management expertise.
• 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, or a related field required.
• Master’s degree preferred.

Experience

• 15+ years of progressive leadership experience in Customer Success, Client Services, Operations, Market Research, SaaS, Technology, or a related industry.
• Strong knowledge of quantitative research methodologies, insight community 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.
• Strong financial management experience, 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.

The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.