VP Client Success

About Intent HQ Intent HQ redefines customer understanding for the agentic era, enabling enterprises to influence customer decisions at the moments that determine growth, loyalty, and competitive advantage. As the Human-to-AI Context Company, we offer groundbreaking AI technology that creates the missing context of human behaviour and individuality, transforming data into confident decisions that reflect how people actually act in the real world. We enable brands to Act With Intent. Trusted by global enterprises, Intent HQ manages 325M+ profiles and processes 250B events daily. We won AI Business of the Year (National AI Awards 2025), Analytics Company of the Year (British Data Awards 2025), and winner of Best AI Ethics & Diversity Strategy (AI World Series Awards 2025), recognising Intent HQ’s AI innovation, analytics excellence, and ethical leadership. Intent HQ is a proven partner for leaders seeking measurable growth, faster decision velocity, and responsible AI-driven advantage. To learn more, Why Join Us: Exciting Work Environment: Work on cutting-edge technology at the intersection of AI and data analytics. Impactful Role: Directly influence the company’s legal and risk management strategies. Growth Opportunities: Advance your career in a fast-paced, innovative industry. Hybrid working: Based in our London office 2-3 days per week and the rest of the week remote, depending on your location. Role Overview The Vice President, Client Success owns the client outcomes that matter. This is a hands-on leadership role focused on turning the company’s customer intelligence platform into measurable business impact—from initial engagement through ongoing adoption and growth. You will lead the Client Success team & work closely with Sales, Product, Solutions, Engineering bringing these teams together around a single goal: helping clients get more value, faster. Working directly with senior client stakeholders to identify opportunities, solve complex problems, prove ROI, and turn insights into action. Beyond individual accounts, the VP, CS will build the systems, processes, and culture needed to scale exceptional client delivery—raising the bar on execution, accountability, and continuous improvement across the organisation. Key Responsibilities Client Success & ROI Delivery Actively manage relationships with key clients across multiple sectors to ensure satisfaction and retention. Deliver measurable ROI for clients by embedding the company’s technology into their organisations and enabling them to take action on their data. Serve as a trusted advisor to clients, providing technical vision, thought leadership, and actionable insights. Facilitate workshops and strategy sessions to align client goals with the company’s platform capabilities. Operational Excellence Oversee the execution of client projects from inception to delivery, ensuring timely completion and high-quality outcomes. Reduce complexity in processes and tasks to increase efficiency and scalability. Manage ISO27001 compliance by ensuring appropriate access controls over information assets and software tools are implemented. Monitor performance metrics across teams to identify areas for improvement and drive accountability. Team Leadership & Development Set the vision and strategy for the Client Success team in alignment with organisational goals. Directly manage CS Directors and Client Partners as well as other team members, providing hands-on guidance and support. Conduct regular staff reviews to ensure accountability, professional growth, and alignment with company values. Hire and develop a diverse team of high-performing professionals who embody a client-first mindset. Sales Enablement & Messaging Deliver compelling sales messaging that resonates with clients across industries. Partner with sales teams to support deal closures by providing technical expertise and strategic insights. Inspire clients with thought leadership on how AI and analytics can transform their businesses. Strategic Planning & Execution Develop and execute an annual business plan for Client Success that aligns with the company’s long-term vision. Balance short-term priorities with long-term value creation for both clients and the organisation. Research emerging trends in AI, analytics, and customer intelligence to keep the company at the forefront of innovation. Culture Building & Collaboration Foster a collaborative culture that emphasises innovation, accountability, and continuous improvement. Act as a resource to unblock challenges faced by team members and enable them to succeed in their roles. Champion cross-functional initiatives within the organisation. Evaluation Criteria The VP, CS will be evaluated based on: Client Credibility: Ability to build trust with clients through expertise, results-driven execution, and strong interpersonal skills. Collaboration: Effectiveness in working across cross-functional teams to achieve shared goals. Hands-On Leadership: Willingness to directly contribute to client success while empowering team members. Start-Up Experience: Comfort operating in a fast-paced environment with evolving priorities. Warmth & Approachability: Ability to inspire trust among clients and internal teams through authentic engagement. Preferred Qualifications Bachelor’s degree in Business Administration, Data Science, or related field; advanced degree preferred (e.g., MBA). 10–15 years of experience in customer success management or related fields such as account management or analytics delivery. Experience managing enterprise accounts across multiple industries/sectors is highly desirable. Familiarity with ISO27001and/or SOC2 compliance standards is advantageous. Key Competencies Client-Centric Mindset: Deep understanding of customer needs and ability to deliver tailored solutions that drive measurable results. Technical Expertise: Strong foundation in AI, analytics, data-driven decision-making, and customer intelligence platforms. Operational Excellence: Ability to balance strategic oversight with hands-on execution of day-to-day responsibilities. Problem-Solving Skills: Proactive approach to identifying challenges and implementing effective solutions in real time. Leadership: Proven ability to lead diverse teams while fostering a collaborative culture. Additional Attributes The ideal candidate is passionate about delivering exceptional client experiences while driving tangible business outcomes. They thrive in fast-paced environments where they can combine strategic thinking with hands-on execution. A commitment to fostering an inclusive workplace culture is essential. Diversity & Inclusion Intent HQ is an equal opportunities employer with an ethos of commitment to promoting and practicing diversity, equality and inclusion at work. At IHQ, different perspectives, ideas and experiences are valued and respected, with fair and equal opportunities provided for all. Our diversity and inclusion efforts have been recognised with us winning two consecutive Women in Tech UK Awards, under the Best Tech Employer (51-149 Employees)’ category & being shortlisted for the Best Employer for Parental Support award - an achievement we are very proud of. This year in 2024 we have been nominated again for the Best Tech Employer and our in house recruiter has been shortlisted for the Best In house Recruiter award! Our Culture Working for Intent HQ, you have the opportunity to work with cutting edge technology in an environment where you are encouraged to think and act outside traditional methods. We are a growing business with a flat structure meaning everyone is visible and able to make an impact, not just in their own role, but across the business on a daily basis. We promote a collaborative, innovative and sociable culture, oriented towards performance and competitive advantage. Our DNA is made up of flexibility to all staff with a family friendly approach and focus on personal development. We have high expectations and pride ourselves on our cultural standards. Benefits Flexible working Private medical insurance, depending on eligibility Free breakfast daily (when in the office) 26 days holiday (increasing with service) Pension scheme Income Protection with Employee Assistance Programme Life Assurance Higher than statutory maternity/paternity benefits Work socials Wellbeing programme Cycle to work scheme Training opportunities