Embark on a transformative journey with Consumer Edge, where we lead the evolution of data, insights, and analytics, focusing on the Global Consumer. In today’s digital world, the ability to create strategies informed by analysis is central to successful leadership in any industry. We stand at the forefront, guiding businesses from instinct-driven to data-driven decisions. Our dynamic startup provides elite data-driven insights and solutions to key players in the Investment and Corporate sectors, playing a pivotal role in their success. What sets us apart is our exceptional knack for sourcing, integrating, and normalizing unique, privacy-compliant data sets from diverse regions. We decode this data into consumer trends, delivering compelling, actionable insights for our partners. Join Consumer Edge and be part of a team that empowers stakeholders with a competitive advantage in understanding the intricacies of their global market and expediting their journey to success.
About the Role
The Vice President of Customer Success will lead the Customer Success /Account Management team, ensuring our clients achieve maximum value from our platform. This role will report to the Chief Commercial Officer and involve strategic planning, team leadership, and hands-on customer engagement to foster strong relationships and ensure customer satisfaction, retention, and growth.
Responsibilities
Leadership & Strategy:
- Develop and execute the overall customer success strategy aligned with Company goals.
- Lead, mentor, and inspire a high-performing Customer Success team, fostering a customer-centric culture.
- Define and implement customer success metrics, KPIs, and reporting mechanisms to track performance and drive continuous improvement.
- Evolve the organization from a client churn-management-first function, to an ARR-driven team focused on optimizing client retention together with identifying and converting cross-sell and up-sell opportunities.
Customer Engagement:
- Transition the CS team’s focus from contract renewal-led engagement to value-led Account Management supported by a formal client engagement structure.
- Build and maintain strong relationships with key clients, understanding their business objectives and ensuring they derive maximum value from our solutions.
- Act as the primary point of contact for escalated customer issues, ensuring swift resolution and maintaining high levels of customer satisfaction.
- Develop and implement customer success plans tailored to individual clients, driving product adoption and usage. This should include a regular cadence of formal review (e.g. QBRs) and the implementation of a NPS client satisfaction scoring scheme.
- Identify up-sell and cross-sell opportunities to increase our share of wallet with clients and support conversion to Won contracts.
- Leverage contract renewals as a chance to improve contractual terms starting with lengthening contract duration.
Collaboration & Communication:
- Collaborate closely with Sales, Insights, Product, and Marketing teams to align customer success initiatives with overall business objectives.
- Provide feedback to the Product team based on customer insights to influence product roadmap and enhancements.
- Communicate effectively with internal stakeholders and executive leadership, providing regular updates on customer success activities and outcomes.
Retention & Growth:
- Develop and implement tracking mechanisms and strategies to drive customer retention, expansion, and renewal.
- Identify opportunities for upselling and cross-selling additional products and services to existing clients.
- Analyze customer data and feedback to identify trends and opportunities for improving customer satisfaction and loyalty.
Process Improvement:
- Continuously assess and improve customer success processes, tools, and methodologies to enhance efficiency and effectiveness.
- Implement best practices and industry standards to ensure a world-class customer success experience.
- Stay abreast of industry trends and developments, incorporating relevant insights into the customer success strategy.
Qualifications
- Bachelor’s degree in Business, Marketing, or a related field; MBA or advanced degree preferred.
- 10+ years of experience in customer success and account management within subscription-based industry (e.g. SaaS).
- Experience in the data, analytics and insights industry is a MUST.
- 4+ years with a proven track record of leading, transforming and scaling high-performing customer success teams.
- Excellent interpersonal and communication skills, with the ability to build and maintain strong client relationships.
- Strategic thinker with the ability to analyze data, identify trends, and develop actionable insights.
- Proactive problem solver with a customer-centric mindset and a passion for delivering exceptional customer experiences.
- Experience with CRM and customer success platforms (e.g., Salesforce, Gainsight) is highly desirable.
Why Join Consumer Edge
We offer a competitive pay package, an extensive benefits package including 401(k) match, work from home flexibility and a vibrant work environment conducive to professional growth and innovation. Join our team and play a significant role in driving data-driven decision-making, shaping the future of global consumer insights.
Salary
The annual base salary for this role is between $200,000 – $225,000 based on experience and qualifications. The position is also eligible for a variable bonus and company equity.
Seniority level
Director
Employment type
Full-time
Job function
Management
Industries
Information Services
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