Smart Communications: VP Customer Success

Smart Communications™ is the only provider of a customer conversation management platform. Built from the cloud up, we help enterprises deliver SMARTER conversations across the entire customer lifecycle – and at scale – and empower them to succeed in today’s digital-focused, customer-driven world while also simplifying processes and operating more efficiently.

• Founded in 1991 as Thunderhead, with Smart Communications forming in 2016 via acquisition by Accel KKR

• Dual HQ in the UK/US, with approx. 500 employees

• Cloud-enabled Customer Communications Management (CCM) and Digital Transformation provider.

Search Background

• Smart Communications were looking to replace their departing VP of Customer Success, who had been very successful in establishing the CSM function for the business (Oakstone hired him into a post in 2019).

• Smart Comms were looking for an experienced “2nd generation” Leader who could build on the existing CS success and implement deeper structure and process to the CS function (role has progressed into a Global, 2nd Line Leadership position).

• The business had attempted to source this position directly, utilising Internal TA, as well as direct tools like LinkedIn and their executive/investor network. Whilst these sources generated good volume, the business failed to attract the requisite level of expertise and decided to engage an external search partner.

• Oakstone has previously worked closely with Smart Communications to make over 20 global hires, including a number of the C Suite.

• Hiring Manager: Hitesh Bhindi, Chief Customer Officer.

• Exclusive Contingent Agreement

Result

• Exhaustive market search that resulted in approx. 8 candidates are scheduled for initial client interview.

• This progressed to a final round of 3, who went through final qualification phases.

• The business felt that all 3 candidates would be viable options, and they felt comfortable offering the position to all of that shortlist.

• The total search process to signing took 8 weeks.

• A continued strong relationship with the candidate and the company as a whole.