Vice President of Customer Success

About the Role

This position is for a Spanish-speaking Vice President of Client Success. It is a practical, high-impact leadership role focused on helping customers realize strong return on investment and clear business results by embedding a customer intelligence platform into their organizations. The role blends strategy with day-to-day execution and spans account management, pre-sales support, applied analytics, and client operations.

The successful leader will collaborate closely with customers and internal teams to deliver outstanding outcomes, strengthen a client-first culture, and improve people, processes, and systems over time.

Core Responsibilities

• Lead client success efforts and ensure strategic accounts are managed with a focus on satisfaction, retention, and growth.
• Drive measurable ROI by guiding customers in adopting the platform and acting on customer intelligence insights.
• Act as a trusted advisor by offering strategic direction, technical perspective, and industry thought leadership.
• Run executive workshops and strategic planning sessions that connect client goals with platform capabilities.
• Oversee client engagements from launch through implementation and continuous optimization.
• Simplify operating processes to improve efficiency, scalability, and the overall client experience.
• Maintain ISO27001 compliance and appropriate controls around information assets and software systems.
• Define, track, and improve performance metrics across teams to strengthen accountability and outcomes.
• Set the vision and strategy for the Client Success organization in line with broader company objectives.
• Coach, mentor, and develop Client Success Directors, Client Partners, and other team members.
• Conduct performance reviews and ensure alignment with expectations, development goals, and company values.
• Hire and retain a diverse, high-performing team with a strong client-first mindset.
• Create persuasive messaging that resonates across industries and customer segments.
• Work with Sales to support complex opportunities through technical knowledge and strategic insight.
• Inspire customers with forward-looking thinking around AI, analytics, and customer intelligence transformation.
• Build and execute the annual Client Success business plan to support the company’s long-term strategy.
• Balance immediate operational demands with long-term value creation for clients and the business.
• Track trends in AI, analytics, and customer intelligence to keep the organization ahead of market change.
• Promote a collaborative, accountable, and innovative culture within the Client Success function.
• Serve as an escalation point and remove barriers that prevent teams from succeeding.
• Champion cross-functional initiatives and build strong partnerships across the business.

Success Measures

Performance in this role will be judged on the ability to build client trust, collaborate effectively across functions, contribute directly to client outcomes, operate well in a fast-changing startup-style environment, and project strong leadership presence with clients and colleagues.

Preferred Qualifications

• A bachelor’s degree in Business Administration, Data Science, or a closely related field is preferred.
• An MBA or another advanced degree is an added advantage.
• 10 to 15 years of experience in Customer Success, Account Management, Consulting, or Analytics Delivery.
• Experience managing enterprise clients across multiple industries.
• Knowledge of ISO27001 and/or SOC2 compliance frameworks is beneficial.

Key Competencies

• Strong client focus and a history of delivering measurable business impact.
• Solid understanding of AI, analytics, customer intelligence, and data-led decision-making.
• Ability to combine strategic leadership with hands-on delivery.
• Practical, proactive problem-solving approach.
• Proven experience leading cross-functional teams and building collaborative cultures.

The Ideal Candidate

The ideal candidate is deeply committed to exceptional client experiences and tangible business value. You should be comfortable in a fast-moving environment and enjoy balancing competing priorities while keeping customer outcomes at the center.