VP Customer Success

We are partnering with a fast-growing, VC-backed SaaS company to appoint a VP Customer Success.

This is a senior leadership role with responsibility for building and scaling the Customer Success function, strengthening retention and customer value, and shaping the company’s wider customer strategy. The role reports directly to the founder.

Responsibilities

• Lead and scale the Customer Success function as the business grows
• Own customer retention, satisfaction, adoption and renewals
• Work closely with the founders on customer and revenue strategy
• Partner with Sales, Product and Support to improve the customer journey
• Build, mentor and develop a high-performing Customer Success team

Requirements

• Experience leading and scaling Customer Success teams
• A background in fast-growing SaaS or entrepreneurial software businesses
• Strong knowledge of retention, adoption, renewals and expansion
• A commercial mindset and the ability to influence senior leadership
• A strong track record of developing high-performing customer-facing teams