VP, Customer Success

🕒 Yesterday

🏖️ New Jersey – Remote

🏖️ New Jersey – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Sago

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1968

📣 Marketing

🏥 Healthcare

Marketing • Healthcare • Market Research

Sago is a long-standing industry leader providing qualitative and quantitative market research solutions with over 55 years of experience. The company offers a comprehensive suite of services, for instance, global qualitative and quantitative research, neuromarketing, and consulting. Sago serves a wide range of industries including consumer packaged goods, financial services, media, and healthcare. They are committed to forming deep customer connections through adaptive solutions and a consultative approach, including leveraging AI technology such as their Query AI feature to enhance insights and research efficiency.

📋 Description

• 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 supporting growth and operational efficiency • Partner with Sales to support revenue growth, client retention, and profitability objectives • Collaborate with Panel and Operations teams on panel recruitment strategies supporting feasibility, quality, and delivery goals • Identify and implement automation, technology, and process improvements • Monitor and report on 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 accountability, collaboration, and continuous improvement • Partner with Product and Technology teams on platform enhancements and service improvements • Perform other duties as assigned

🎯 Requirements

• Bachelor's degree in Business, Marketing, Operations, or a related field required • 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 communities, sampling, panel management, sample design, feasibility, panel recruitment, and operational delivery • Ability to translate quantitative research needs into scalable client solutions and operational processes • Strong customer-first mindset and commitment to 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 • Experience managing and developing high-performing teams • Demonstrated success improving customer retention, satisfaction, and business growth • Strong financial management experience, including budgeting, forecasting, resource planning, and profitability oversight • Experience supporting a rapidly growing business and scaling operational processes • Strong client relationship management and stakeholder engagement skills