Vice President of Customer Success

Behaviorally; London; Hybrid; GBP 150,000 - 200,000; Full time

Job summary

A leading market research firm in London seeks a Vice President of Customer Success to manage high-value client relationships, influence strategic decisions, and mentor teams. Ideal candidates will have 7-9 years in market research or shopper insights, with a proven ability to grow client portfolios. The firm offers a competitive salary, hybrid work flexibility, and a commitment to employee well-being.

Benefits

25 Days Holiday Pay

Hybrid work flexibility

Competitive salary with performance bonuses

Health and wellness benefits

Pension Scheme Enrollment

Ongoing training and development opportunities

Company-sponsored events

Qualifications

• 7-9 years of experience in market research or shopper insights.
• Proven track record managing large client relationships.
• Strong understanding of both traditional and digital research methods.
• Excellent communication skills to distill data into insight.

Responsibilities

• Lead and grow a portfolio of high-value accounts.
• Develop strategic account plans and uncover new opportunities.
• Translate complex behavioral data into actionable insights.
• Coach and mentor a growing team.

Skills

Customer relationship management

Market research

Communication skills

Strategic thinking

Leadership

Job description

Join Us as VP, Customer Success

At Behaviorally, we’re reshaping the way the world’s top brands understand and influence consumer decisions at the point of purchase. With deep behavioral expertise and a digital-first approach, we guide clients across retail and CPG landscapes through complex shopper journeys—both online and offline. We help leading FMCG/CPG companies to boost sales with effective packaging and shopper strategies. Our PackPower Score is the industry standard metric for packaging design, linking directly to sales to predict pack performance.

We’re seeking a Vice President of Customer Success in London, UK to lead strategic client relationships, ensure commercial growth, and elevate the impact of our behavioral insights. You’ll be at the helm of some of our most significant account, guiding clients with our portfolio of packaging and shopper insights solutions to unlock brand growth.

This is more than an account role—it’s an opportunity to influence how Fortune 500 companies think about consumer behavior, lead high-performing teams, and leave a measurable mark on a fast-growing, forward-thinking business.

As VP, Customer Success, you will have the opportunity to:

• Champion Client Partnerships – Lead and grow a portfolio of high-value accounts ($1.5M-$3.5M), guiding brands through ever-changing shopper dynamics.
• Drive Growth with Purpose – Develop strategic account plans, uncover new opportunities, and maintain a strong pipeline ($750K+ in active proposals).
• Deliver Impact, Not Just Insight – Translate complex behavioral data into clear, actionable insights that influence consumer decisions and maximize ROI.
• Empower Cross-Functional Excellence – Work across qualitative, quantitative, and AI teams to build integrated solutions rooted in behavioral science.
• Lead with Vision – Coach, mentor, and inspire a growing team, helping them deliver work that meets our high standards—and clients’ high expectations.
• Contribute to Our Evolution – Play an active role in corporate initiatives and help shape the direction of our products, strategy, and industry voice.
• Support Talent Development – Manage and mentor team members, fostering a culture of collaboration, growth, and high performance.
• Execute Strategic Goals – Drive progress against Behaviorally’s corporate KPIs and play an active role in key company initiatives.

What You Bring

• 7-9 years of experience in market research, shopper insights, or a closely related field (We’re open to candidates with proven success in related roles, even if their background doesn’t follow a traditional account management path)
• A proven track record managing and growing large client relationships with significant commercial value
• Strong understanding of both traditional and digital research methods (quant, qual, AI-enabled)
• Leadership experience with a collaborative, empowering management style
• Excellent communication skills with the ability to distill data into decisions and insights into stories
• A strategic thinker with a hands-on approach—comfortable navigating ambiguity and making informed decisions quickly
• Natural curiosity and a drive to uncover what truly moves people

What You'll Enjoy as Part of the Team:

We know people do their best work when they feel trusted, supported, and valued. That’s why our benefits go beyond the basics:

• 25 Days Holiday Pay – your time matters
• Hybrid work flexibility – 3 days onsite at our London UK office
• Competitive salary with performance bonus opportunities
• Health and wellness benefits
• Pension Scheme Enrollment
• Ongoing training, mentorship, and development opportunities
• Company-sponsored team events, recognition programs, and celebrations

Why Behaviorally?

We are the global market leader in digital shopper research, but what sets us apart is how we work:

• Digital-first, behavior-focused: We prioritize agility, speed, and relevance
• Human-centered: We put people—shoppers, clients, colleagues—at the core of every decision
• Growth-oriented: We invest in our people and are proud to promote from within
• Transparent and grounded: We share goals, results, and accountability—top to bottom
• Join a team of curious minds, candid communicators, and committed collaborators who are passionate about redefining what shopper research can be.

We Value Every Voice

At Behaviorally, inclusion isn’t a buzzword—it’s a commitment. We believe diverse perspectives lead to better thinking and stronger solutions. We’re proud to be an Equal Opportunity Employer and welcome applicants from all backgrounds, identities, and experiences.

Let’s define the future of shopper research together. Apply now to join Behaviorally.