Vice President of Customer Success

About the Role

VP of Client Success- Spanish Speaking

The Vice President, Client Success is a hands-on leadership role responsible for ensuring clients achieve maximum ROI and measurable business outcomes by embedding our customer intelligence platform within their organisations. This role combines strategic leadership with operational execution and oversees the following functions:

• Account Management
• Pre-Sales
• Applied Analytics
• Client Operations

The VP, Client Success will work closely with customers and internal stakeholders to deliver exceptional outcomes, foster a client-first culture, and drive continuous improvement across people, processes, and systems.

Responsibilities

• Client Success & ROI Delivery
• Own and actively manage relationships with strategic clients across multiple sectors, ensuring high levels of satisfaction, retention, and growth.
• Deliver measurable ROI by helping clients embed our technology into their organisations and take action on customer intelligence insights.
• Serve as a trusted advisor, providing strategic guidance, technical vision, and thought leadership.
• Facilitate executive workshops and strategic planning sessions that align client objectives with platform capabilities.
• Operational Excellence
• Oversee the successful delivery of client engagements from inception through to implementation and ongoing optimisation.
• Simplify and streamline processes to improve efficiency, scalability, and client experience.
• Ensure ISO27001 compliance, maintaining appropriate controls over information assets and software systems.
• Establish and monitor performance metrics, driving accountability and continuous improvement across teams.
• Team Leadership & Development
• Define and execute the vision and strategy for the Client Success organisation in alignment with company objectives.
• Lead, mentor, and develop Client Success Directors, Client Partners, and broader team members.
• Conduct regular performance reviews, ensuring accountability, professional development, and alignment with company values.
• Recruit, retain, and develop a high-performing, diverse team that embodies a client-first mindset.
• Sales Enablement & Strategic Messaging
• Develop and deliver compelling messaging that resonates with clients across industries.
• Partner with Sales teams to support complex opportunities through technical expertise and strategic insights.
• Inspire customers with thought leadership around AI, analytics, and customer intelligence transformation.
• Strategic Planning & Execution
• Develop and execute the annual Client Success business plan in support of the company's long-term strategy.
• Balance immediate operational priorities with long-term value creation for both clients and the business.
• Monitor emerging trends in AI, analytics, and customer intelligence to ensure the organisation remains at the forefront of innovation.
• Culture & Cross-Functional Leadership
• Foster a collaborative, accountable, and innovative culture across the Client Success organisation.
• Act as an escalation point and remove obstacles that prevent teams from succeeding.
• Champion cross-functional initiatives and strengthen partnerships across the business.

Success Measures

The Vice President, Client Success will be evaluated on:

• Client Credibility
• Ability to build trusted relationships through expertise, results-driven execution, and exceptional communication.
• Cross-Functional Collaboration
• Effectiveness in partnering with teams across the organisation to achieve shared objectives.
• Hands-On Leadership
• Willingness to personally contribute to client outcomes while empowering others to succeed.
• Start-Up Mindset
• Comfort operating in a fast-paced, evolving environment with changing priorities.
• Leadership Presence
• Ability to inspire confidence, build trust, and create strong relationships with clients and colleagues alike.

Preferred Qualifications

• Bachelor's degree in Business Administration, Data Science, or a related discipline.
• MBA or other advanced degree preferred.
• 10–15 years of experience in Customer Success, Account Management, Consulting, or Analytics Delivery.
• Proven experience managing enterprise customers across multiple industries.
• Familiarity with ISO27001 and/or SOC2 compliance frameworks is advantageous.

Key Competencies

• Client-Centric Mindset
• Deep understanding of customer needs and a track record of delivering measurable business outcomes.
• Technical Acumen
• Strong understanding of AI, analytics, customer intelligence, and data-driven decision-making.
• Operational Excellence
• Ability to balance strategic leadership with hands-on execution.
• Problem Solving
• Proactive and pragmatic approach to overcoming challenges and implementing solutions.
• Leadership
• Demonstrated success leading high-performing, cross-functional teams and fostering collaborative cultures.

The Ideal Candidate

You are passionate about delivering exceptional client experiences and tangible business value. You thrive in fast-paced environments, enjoy balancing