Customer Success Lead

VP of Customer Success | London (Hybrid)

About Our Client

Our client is an AI-native B2B SaaS platform helping modern revenue teams activate and execute Account Based Marketing at scale. Backed by serious traction ~$2.5M ARR growing 2.5x year-on-year they work with a portfolio of recognised enterprise brands across the US and Europe.

This is not a company figuring out product-market fit. The product is strong, the logos are strong, and the opportunity is clear: there is significant untapped expansion revenue sitting within the existing customer base.

Customer Success here is not a support function. It is one of the core revenue levers of the business.

About the Role & Package

This is a foundational Customer Success Lead hire. You will work directly with the founders to build Customer Success into a true commercial engine owning NRR, driving expansion across the base, and defining how CS operates from first principles.

• London — minimum 3 days per week in office
• £100,000 – £120,000 base salary
• Up to £30,000 performance bonus
• Equity

As Customer Success Lead you will own one of the most critical metrics in the business. This role sits at the intersection of product, sales and revenue strategy, with a direct line to the founders throughout.

About Their Requirements

• Own and drive Net Revenue Retention (NRR) across the full customer base
• Identify and convert expansion opportunities within existing enterprise accounts
• Build the Customer Success function from scratch inc segmentation, success plays, lifecycle strategy and team structure
• Work directly with senior customer stakeholders (CMOs, ABM leads, SDR leaders) to drive platform adoption and real pipeline outcomes
• Lead enterprise change management across complex, multi-stakeholder environments
• Partner tightly with the Sales team on expansion, multi-threading and deal progression
• Be hands-on QBRs, account fixes, unblocking customers, leading from the front

About You

You are currently leading CS at an early-stage SaaS business and you see CS as a growth engine, not a service function. You own your NRR number the same way a sales rep owns their ARR target.

You are a fit if you:

✅ Are commercially driven, expansion, retention and pipeline influence are your metrics, not NPS scores

✅ Thrive in ambiguity and can build structure where none exists

✅ Have navigated complex enterprise environments and are comfortable challenging senior stakeholders (CMOs, SDR leaders, ABM teams)

✅ Are an operator first happy jumping into accounts, fixing deals and leading from the front as a VP of Customer Success

✅ Have scaled a SaaS business through the $1M–$5M to $10M+ ARR journey

✅ Work closely alongside Sales as a shared revenue team expansion and retention are a joint effort

✅ Bring a founder mindset you care about the company winning, not just your function performing

Bonus points for experience in ABM, Martech or a "nice-to-have → must-have" SaaS category transition.

This role is not for you if you need a fully built structure, come from a large enterprise org, avoid difficult customer conversations, or want to manage managers from day one.