VP Customer Success

Skills

About the Role

You will lead and develop the regional customer success organization, own retention and growth outcomes, and build scalable success models. You will partner with executive customers, create account strategies with cross-functional partners, improve forecasting and planning, manage escalations, and represent customer needs in product decisions.

Requirements

• 15+ years of enterprise SaaS or transformation-driven technology experience
• Deep experience leading Fortune 500 and Global 2000 relationships
• 7+ years of senior customer success or post-sales leadership experience
• Experience across multi-country EMEA operations
• Experience leading engagement managers, customer architects, or customer support organizations
• Proven record of building and scaling customer success organizations
• Knowledge of enterprise AI adoption, governance, ROI frameworks, and transformation programs
• Executive-level influence and coaching ability

Responsibilities

• Own NRR and GRR goals and tie expansion to business outcomes
• Lead, scale, develop, and hire a customer success team
• Design and operationalize a regional success model with playbooks, metrics, and governance
• Build executive partnerships with customer leaders
• Collaborate with Sales, Product, Marketing, and Solutions Architecture on account strategies
• Drive forecasting, success planning, and data-driven decision-making
• Represent customer needs and influence product direction

Benefits

• Generous PTO and company holidays
• Comprehensive medical and dental insurance
• 16 weeks of paid parental leave
• Fertility and family-planning support
• Early-detection cancer testing
• Pension scheme with company contribution
• Wellness stipend
• Learning and development stipend
• Company and team off-sites
• Company stock options