VP Customer Success

Role Overview

• Own the full post-sales organisation, including Partner Success, Implementation, and Product/User Support.
• Direct accountability for user adoption, time-to-value, retention, renewals, and expansion across the customer base.
• Implement a successful user adoption strategy, ensuring it is measurable, repeatable, and scalable.
• Identify and address root causes of churn, working cross-functionally to reduce avoidable attrition.
• Collaborate with the Sales team to build a repeatable and scalable conversion process for paid short-term pilots to become multi-year ARR contracts
• Design and execute a post-sales operating model that aligns roles, responsibilities, processes, and handovers across the customer lifecycle.
• Ensure Implementation, Partner Success, and Product/User Support work as one system, with shared goals and clear ownership.
• Balance customer experience quality with operational efficiency, making conscious trade-offs as the company scales.
• Define what “good” looks like across each stage of the customer journey, and ensure this is consistently executed across teams.
• Continuously improve tooling, workflows, and processes to support scale without degrading customer experience.
• Lead and develop senior leaders across Partner Success, Support, and Implementation
• Providing clear direction, coaching, and accountability to global team
• Set clear expectations, success metrics, and decision-making authority within and across teams.
• Build a culture of ownership, learning, and continuous improvement across the post-sales organization.
• Be the voice of the customer
• ensuring customer insights are shared with and inform Product, Engineering, and GTM priorities.
• Partner closely with Product and Engineering to improve adoption, reduce support friction, and influence product roadmap decisions.
• Work with Sales and Marketing to ensure smooth transitions from pre-sales to post-sales and to support expansion opportunities.
• Represent post-sales outcomes and risks in SLT discussions and strategic planning.
• Define and own success metrics: Net Revenue Retention (NRR), Net Promoter Score (NPS), Churn value, Adoption rate, Pilot to paid contract conversion rate, Time-to-value, Support efficiency and quality.
• Use data and customer insight to guide decisions, prioritize initiatives, and measure impact.
• Create transparency around performance and health across the customer base.

Requirements

• Senior leadership experience, including the management of a 15+ person team, in Customer/Partner Success or closely related post-sales function within a B2B or B2G SaaS environment.
• 3+ years experience in 2nd line management (leading leaders) and managing multiple post-sales teams.
• Proven results scaling user adoption and reducing customer churn.
• Strong understanding of how Implementation, Partner Success, and User/Product Support collectively drive customer retention and expansion.
• Experience operating in scale-ups where structure exists but needs to be significantly elevated, including bringing clarity, consistency, and accountability to underdefined environments.
• Strong cross-functional leadership skills, able to influence Product, Engineering, and Commercial teams without relying on hierarchy.
• Data-informed, pragmatic decision-maker, comfortable acting with imperfect information.
• Clear, direct communicator who creates alignment and focus across senior stakeholders.
• Able to move fluently between strategic thinking and operational detail when needed.

Benefits

• 25 paid holidays per year
• Hybrid work schedule (3 days onsite)
• A day off for your birthday
• Advantageous pension scheme
• 3 days of volunteering leave per year
• €550 Learning & Development budget per year as well as 3 days paid leave for learning purposes
• Travel allowance and Swapfiets subscription
• Free access to office gym
• Unlimited access to mental health support with OpenUp service (within the EU, US, and AUS)