Vice President, Customer Success

Overview

The Vice President of Customer Success at Sago will lead and expand the Customer Success and Operational Delivery divisions within a dynamic, rapidly growing segment. This role emphasizes enhancing client satisfaction, retention, and profitable expansion while ensuring exemplary delivery of customer programs.

Responsibilities

• Guide and nurture a team of 5 to 7 professionals across Customer Success and Operational/Insight Community Delivery functions.
• Promote customer satisfaction, loyalty, engagement, and portfolio growth.
• Act as a senior contact for major client relationships and handle escalations effectively.
• Ensure client programs are executed successfully with superior service quality.
• Create and refine scalable processes and best practices to drive growth and operational efficiency.
• Collaborate with Sales to foster revenue increase, client retention, and profitability targets.
• Coordinate with Panel and Operations teams on panel recruitment approaches supporting feasibility and quality objectives.
• Introduce automation, technological upgrades, and process improvements to boost client and operational performance.
• Track and analyze core customer success, operational, and financial metrics.
• Oversee budgeting, forecasting, resource allocation, and profit management for the business segment.
• Mentor and develop team members while cultivating a culture centered on accountability, teamwork, and ongoing enhancement.
• Partner with Product and Technology organizations to discover opportunities for platform and service advancement.
• Perform additional duties as required.

Qualifications & Core Competencies

• Deep expertise in quantitative research methods, insight communities, sample design, panel management, and operational delivery within market research.
• Capacity to convert quantitative research requirements into scalable solutions and processes.
• A strong customer-first attitude committed to excellent client experiences.
• Leadership abilities at both strategic and operational layers.
• Sound financial and commercial awareness.
• Proven leadership in fast-paced, high-growth settings.
• Effective communication, relationship management, and problem resolution skills.
• Experience in process optimization and change leadership.
• Ability to combine strategic planning with practical execution.
• Result-driven mindset with emphasis on continual improvement.

Education & Experience

• A Bachelor’s degree in Business, Marketing, Operations, or a related discipline is essential; a Master’s degree is advantageous.
• Over 15 years of progressive leadership experience in Customer Success, Client Services, Operations, Market Research, SaaS, Technology, or similar fields.
• Comprehensive knowledge of quantitative research, insight community management, sample design, feasibility studies, panel recruitment, and project execution.
• Experience leading and developing effective teams and driving enhancements in retention, satisfaction, and business growth.
• Preferred experience in panel recruitment, sample strategy, feasibility, or vendor management.
• Strong background in financial management including budgeting, forecasting, resource planning, and profitability control.
• Demonstrated ability to support rapid scale in business and operational processes.
• High-level skills in client relationship management and stakeholder engagement.