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.

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.

• 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.

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 reimbursement and more. In addition to competitive compensation packages, Intertek employees are eligible for a variety of benefits including paid time off and paid holidays.

Intertek's Commitment

Intertek is a world leader in the Quality Assurance market, with a proven, high-quality business model and a global network of customer-focused operations and highly engaged subject matter experts. With passion, pace, and precision we work to exceed our customers' expectations, while engaging with our employees to be 10X in their performance and professional growth.

Our Culture of Total Quality Assurance

Intertek promotes a culture where motivated, customer-oriented employees can flourish, experience professional fulfillment, and reach their highest potential. At Intertek, we exercise our spirit of innovation, the passion of our people and our unmatched customer commitment to realize our purpose of making the world an ever better, safer, and more sustainable place for all.

A career with Intertek offers rewarding opportunities to help companies around the world develop products that are used safely by millions of people every day. Intertek is the trusted advisor to many of the world's leading brands, companies, and governments, and has earned a reputation for accuracy, reliability, integrity, and technical competence. Working at Intertek means joining a global network of state-of-the-art facilities and passionate people who deliver superior customer service with a purpose of bringing quality, safety, and sustainability to life.

We Value Diversity

Intertek's network of phenomenal people are our greatest assets, and the diversity they bring fuels our success. Intertek is an Equal Employment Opportunity Employer that values inclusion and diversity. We take affirmative action to ensure all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.

Intertek is a drug-free workplace. As a condition of employment, certain positions may be required to pass a pre-employment drug test based on the type of work that will be performed.

For individuals with disabilities who would like to request accommodation, or who need assistance applying, please email hr.eeo@intertek.com or call 1-877-694-8543 (option #5) to speak with a member of the HR Department.

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* Intertek does not accept unsolicited approaches from agencies and will not pay a fee for any placement resulting from the receipt of an unsolicited resume.Intertek is a leading Total Quality Assurance provider to industries worldwide. Our network of more than 1,000 laboratories and offices in more than 100 countries, delivers innovative and bespoke Assurance, Testing, Inspection and Certification (ATIC) solutions for our customers' operations and supply chains. Working at Intertek means joining a global network of state-of-the-art facilities and passionate people who deliver superior customer service with a purpose of bringing quality, safety, and sustainability to life.