Vice President of Customer Success

About the Company

My client is a well-established, international B2B technology business operating in a subscription-based model, supporting enterprise customers across multiple European markets. The company is in a period of continued scale and professionalisation, with a strong focus on customer outcomes, long-term partnerships, and sustainable revenue growth.

About the Role

As part of this evolution, my client is seeking to appoint a VP of Client Success to take ownership of the full post-sale customer journey. This is a senior leadership role with material influence on retention, expansion, and customer lifetime value, reporting directly into executive leadership and working closely with Sales, Product, and Commercial teams. This position replaces a long-standing leader and represents a shift toward a more modern, data-driven Client Success function, moving beyond traditional support models to one centred on measurable ROI, adoption, and commercial impact for customers. Regular travel will be required to support key client relationships and internal leadership collaboration.

ResponsibilitiesClient Success Leadership & Organisation Design

• Lead and develop a multi-disciplinary Client Success organisation spanning onboarding and implementation, technical support, and ongoing commercial relationship management.
• Coach and empower senior managers, setting clear expectations, performance standards, and accountability frameworks.
• Introduce and embed consistent processes, playbooks, SLAs, and governance models to support scale and predictability.
• Establish meaningful KPIs and reporting across retention, adoption, onboarding speed, satisfaction, and revenue expansion.

Retention, Renewals & Growth

• Own client retention and expansion performance across all markets, including churn reduction, renewals, NPS, and upsell / cross-sell revenue.
• Partner closely with Sales on account planning, handovers, and commercial growth opportunities within existing customers.
• Maintain oversight of the expansion pipeline and personally engage in complex or high-value commercial discussions where required.
• Lead structured recovery plans for at-risk accounts, coordinating executive-level interventions when necessary.

Strategic Account & Stakeholder Management

• Build trusted, senior relationships with enterprise customers, including executive stakeholders and owners.
• Act as the primary escalation point for critical issues, ensuring resolution is timely, professional, and commercially sound.
• Lead strategic business reviews with key customers, focusing on outcomes, performance, and future growth opportunities.

Onboarding, Adoption & Service Excellence

• Ensure new customers experience a smooth, fast, and high-quality onboarding process with reduced time-to-value.
• Drive strong product adoption through training, usage analysis, and structured success planning.
• Oversee service quality across all client touchpoints, introducing continuous improvement initiatives to enhance the overall customer experience.

Cross-Functional Collaboration

• Serve as the internal voice of the customer, feeding insights into Product strategy, roadmap prioritisation, and commercial decision-making.
• Work closely with Marketing on customer advocacy, case studies, and reference programmes.
• Align Client Success priorities with broader company objectives, ensuring consistency across teams and markets.

Thought Leadership & External Representation

• Represent the business at industry events, customer forums, and executive briefings.
• Champion best practice in Client Success, customer value delivery, and long-term partnership models.
• Contribute to positioning the company as a credible, customer-centric technology partner within its sector.

Qualifications

• 8+ years in senior Client Success, Account Management, or customer-facing leadership roles within SaaS or subscription-based businesses.
• Proven experience owning renewals, retention, and expansion revenue at enterprise level.
• Track record of building or modernising Client Success functions in scaling organisations.
• Experience working with complex, relationship-driven customer environments is highly advantageous.

Required Skills

• Strong understanding of customer lifetime value, retention economics, and expansion strategies.
• Comfortable operating at C-suite level internally and externally.
• Data-driven, structured, and process-oriented, with the ability to balance analytics with empathy.

Preferred Skills

• Calm, credible, and respected leader who can inspire confidence across teams and clients.
• Customer-obsessed but commercially pragmatic.
• Excellent communicator, capable of managing senior stakeholders and navigating sensitive situations.

Pay range and compensation package

Senior leadership role with direct influence on company strategy and customer outcomes. Competitive base salary with performance-linked bonus. Full-time, permanent position. Remote working model with access to regional offices and collaboration hubs. Strong culture of autonomy, trust, and professional development. Opportunity to shape and lead a critical function during a key growth phase.

Equal Opportunity Statement

My client is committed to diversity and inclusivity in the workplace.