At a Glance
- Tasks: Lead client success initiatives and drive measurable business impact through innovative AI technology.
- Company: Join Intent HQ, a pioneering AI company transforming customer understanding.
- Benefits: Enjoy flexible working, private medical insurance, and 26 days holiday.
- Other info: Be part of a diverse, inclusive culture that values innovation and personal development.
- Why this job: Make a real difference in client relationships and shape the future of AI-driven insights.
- Qualifications: 10-15 years in customer success or related fields; strong leadership and technical skills required.
The predicted salary is between 90000 - 110000 £ per year.
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.
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 ISO27001 and/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
VP Client Success in London employer: Intent HQ
At Intent HQ, we pride ourselves on being an exceptional employer that fosters a dynamic and inclusive work culture, where innovation thrives and every voice is valued. Our London office offers a hybrid working model, allowing you to enjoy the flexibility of remote work while collaborating with talented colleagues in a stunning environment. With a strong focus on employee growth, we provide ample opportunities for career advancement, alongside comprehensive benefits that support your well-being and work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land VP Client Success in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Intent HQ. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Intent HQ before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace VP Client Success in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Intent HQ:Your cover letter is your chance to shine! Tell us why you want to work at Intent HQ specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Intent HQ!
How to prepare for a job interview at Intent HQ
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
