The RVP holds accountability for the full post-sale customer experience in region — from the moment a customer executes a contract through every renewal, platform evolution, and executive relationship for the life of that account.
The three functions — Technical Success Management (TSM), Subject Matter Expertise (SME), and Professional Services (PS) — are structurally distinct but operationally dependent on each other.
The RVP makes sure that handoff actually works — that there are no gaps, no dropped balls, no customer who falls between functions.
The RVP will spend most of their time and attention there, with deliberate coverage of Ireland and awareness of EMEA expansion opportunities.
This is a senior leadership role that requires executive presence with customers, credibility with technical practitioners, and the operational discipline to run three teams against measurable business outcomes.
The RVP reports directly to the SVP, Customer Experience and carries the UK/EMEA region’s NRR and GRR targets as their primary performance anchor.

10+ years in post-sales customer-facing leadership — Technical Account Management, Customer Success, Professional Services, or Solutions Engineering — in a SaaS, UCaaS, or CCaaS business.
5+ years in a people leadership role with direct reports; demonstrated ability to lead geographically distributed teams across time zones and cultural contexts.
Proven track record owning NRR and/or GRR targets for a regional or enterprise customer portfolio — with documented outcomes.
Experience leading or partnering closely with a Professional Services or implementation delivery function — understanding of PS economics, project delivery risk, and the PS-to-CSM/TAM handoff model.
Executive relationship management at the VP and C-suite level — in region (UK/EMEA preferred), with comfort leading strategic account conversations independently.
Strong commercial instincts: can read a renewal forecast, identify churn risk in a portfolio, and partner effectively with Sales without becoming a Sales function.
Working knowledge of UK regulatory and compliance context relevant to enterprise SaaS: UK GDPR, ICO obligations, financial services regulatory requirements (FCA-regulated accounts), and public sector procurement frameworks.

Comprehensive medical, dental, and vision plan
Life insurance and Income protection
Pension plan
ESPP/KEEB
Free legal services that provide legal advice, document creation and estate planning
Employee Assistance Program (EAP) with 24/7 counseling sessions
On-demand digital 1:1 wellness coaching
Supplemental Business Travel Medical Leave entitlements, paid time-off, paid sick leave, and paid holidays

RVP, Technical Success

Key skills