Vice President of Customer Success

Transforming Retail through VoC and AI

COMPANY OVERVIEW

VOC, AI & Data Intelligence Empowering Business Decisions

About First Insight 💡

First Insight is the global leader in Voice of the Customer/AI solutions for Retail. First Insight has been in the forefront of retail innovation by pioneering the use of artificial intelligence (AI), and Voice of the Customer (VoC) technology since 2007. Our visionary solutions have redefined what’s possible in the retail industry, making First Insight an indispensable partner for retailers and brands worldwide who want to drive the potential of their business. By harnessing advanced AI and voice of the customer data, First Insight empowers businesses with the predictive and insightful data needed to anticipate trends, understand consumer preferences, and maximize product success with remarkable precision. This shift to a data-driven approach has significantly reduced waste, increased profitability, and introduced a new era of creativity and efficiency in retail strategy and decision-making.

Our unrivaled solutions leveraging real-time consumer data, AI and advanced predictive modeling have taken the retail sector by storm, resulting in years of growth and value delivery. As we continue to grow, we are seeking a high performance, self-motivated, experienced professional who is looking for an opportunity to help drive our business as a Vice President of Customer Success. This high-visibility, customer-facing position provides the opportunity to both engage directly with C-Level leaders and functional decision-makers in global organizations, as well as collaborate internal cross-functional teams in the delivery of solution services and value. The VP of Customer Success at First Insight is an integral part of First Insight and serves as a vital link between its technical solution offering and driving the strategic use of FI technology and driving the business growth of our customers.

Job Summary

Within First Insight, a successful VP of Customer Success will lead a highly proactive approach in developing and driving business strategy to implement, integrate and drive utilization of First Insight’s advanced solutions. The VP of Strategic Accounts, leading a team of professionals, will build partnerships, develop and implement strategic plans, and scale utilization of solutions to improve customer process(es) and enhance strategic and financial results.

The ideal candidate will be expected to possess deep experience and understanding of the retail industry in GTM process, business strategy, financial metrics and analysis. Demonstrated ability to understand the challenges, risks, business metrics and financial impacts associated with our customer’s business operations and decisions. A VP of Customer Success will be responsible for creating detailed strategy and implementation plans, managing, and leading a team of professionals who will together leverage First Insight’s advanced capabilities to drive utilization of the solutions so as to measurably improve process(es), decisions, communication, and business outcomes for both customers and First Insight. The VP of Customer Success will be actively involved in, and responsible for, revenue growth and value delivery.

Responsibilities and Duties

• Build and develop strategic implementation and growth plans leveraging FI solutions & capabilities.
• Lead a team in managing and delivering against strategic plan to implement, increase utilization and value delivery for accounts of responsibility.
• Perform strategic analysis, data analysis and financial analysis against plans and value delivery.
• Be comfortable and effective in managing, coaching, directing, and growing a team of professionals.
• Communicate clearly, consistently, and effectively across all levels of FI organization and customer organizations.

Qualifications and Skills

• 10+ years of senior management level experience in retail or retail technology – MBA preferred
• Deep understanding of GTM process; GTM tools & technology
• Experience and competence in data analysis and financial analysis
• Experience and demonstrated skill in building and executing against short-term and long-term business strategies.
• High integrity professional who is process oriented, detail focused, willing and able to execute to goal(s) and drive positive outcomes for all stakeholders
• Driven to make a positive impact on retail industry, customer accounts, and First Insight
• Excellent communication skills
• This is a hybrid work-from-home with up to 40% travel to customer and HQ.
• Must be authorized to work in the US

Learn about First Insight:

Benefits and Perks

• First Insight offers a competitive salary; paid employee healthcare coverage; a 401(k) with company match; employer-paid life and long-term disability insurance; and a generous Paid Time Off (PTO) package including paid holidays and sick days. The First Insight culture values teamwork, making a positive impact with integrity, and building a positive, productive team environment.