VP Client Success

Vice President of Client Success – Remote

Intertek, a leading provider of quality and safety solutions to many of the world’s top-recognized brands and companies, is actively seeking a Vice President of Client Success to join our Wisetail team.

Wisetail, an Intertek company, is a market-leading Learning Management System (LMS) provider that helps organizations engage, grow, and empower their workforces. We partner with over 450+ of the world’s most innovative brands to deliver tailored solutions that improve performance and align learning initiatives with business goals. At Wisetail, we are passionate about helping organizations thrive through learning. Learn more at www.wisetail.com.

What are we looking for?
As the Vice President of Client Success with Wisetail, you will lead our client-facing teams to drive customer satisfaction, retention, and growth. You will develop and execute strategies that ensure customers maximize the value of our LMS solutions while fostering long-term partnerships. We seek to create devoted fans amongst our community. 

Your leadership will be instrumental in building a scalable client success department, shaping customer-centric processes, and driving measurable outcomes that align with business objectives. You will inspire teams to deliver exceptional service while continuously innovating to meet evolving customer needs.

What you’ll do:

• Lead to our Client Experience vision of Creating Devoted Fans. Use this vision and strategy to align the Client Success department with organizational goals.
• Lead and scale a high-performing Client Success team, including account management, implementation, and support functions.
• Drive customer success and retention through proactive engagement and measurable value delivery. Understand client goals and help with product and services positioning to support achieving goals.
• Lead with a growth driven mindset. Create this culture among your team. Seek out opportunities to solidify partnership, expand offerings, and help clients achieve their operational goals. 
• Influence future lifetime value through higher product adoption, customer satisfaction and overall client health scores 
• Develop metrics and KPIs to assess client success and team performance, driving continuous improvement.
• Build and refine scalable processes to support customer onboarding, adoption, and renewals.
• Collaborate cross-functionally with Sales, Product, Finance and Marketing teams to enhance the customer journey.
• Act as a trusted advisor to key clients, addressing escalations and identifying opportunities for growth.
• Partner with Product and Engineering teams to provide customer insights and influence product development.
• Manage departmental budgets and ensure financial accountability.
• Represent the voice of the customer at the executive level, advocating for their needs and successes.
• Stay current on industry trends and best practices to inform strategy and innovation.

This position outline is a general guideline and does not represent all-encompassing details. The position assumes that the incumbent has both the mental and physical requirements to carry out the above-defined duties.

Minimum Requirements & Qualifications:

• Bachelor’s degree in business, management, or a related field.
• 7+ years of experience in client success or account management roles, with at least 5 years in a leadership capacity.
• Proven ability to lead, develop, and scale a customer success team in a SaaS environment.
• Strong strategic and operational skills, with a track record of driving customer outcomes and business growth.
• Excellent communication and relationship-building skills, with the ability to engage at all levels of an organization.
• Experience defining and tracking KPIs for customer success and implementing data-driven strategies.

Preferred Qualifications:

• Master’s degree in a relevant field.
• Familiarity with Learning Management Systems (LMS) or training-focused platforms.
• Experience with customer segmentation and building scalable processes during periods of rapid growth.
• Knowledge of customer experience best practices and tools, including CRM and support platforms.

This is a remote position; however, applicants must reside in and be able to legally work in the United States.

Benefits Information

When working with Intertek, you can expect salary and benefit package competitively placed within the local market, including medical, dental, vision, life, disability, 401(k) with company match, generous vacation / sick time (PTO), tuition reimbur