VP Customer Success - SaaS - Remote Working

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Ref: 2045 Date Posted: Wednesday 22 Nov 2023

Our client is an AI-powered job description management solution that enables organisations to create, manage and future-proof job architectures and job descriptions. Built with inclusion and diversity at the core – their big vision is that the platform helps organisations build inclusive workplaces and transforms the world of work.

In four years, they have built a portfolio of global big brand customers across the UK and US, have recently received significant VC funding and are now embarking on the next chapter of their growth journey.

If you love working in an inclusive, collaborative, team-first culture and are passionate about helping customers solve some of the biggest workforce challenges, then this is the place to be!

The Role

As VP Customer Success, you will play a key role in the on going growth as part of the leadership team.  You will lead and create a fit for purpose, high performing, scalable customer function, whilst rolling your sleeves up alongside the current team to manage customers through the entire customer lifecycle.  You will inspire a culture that exceeds the customers' expectations, delivering renewals, advocacy and additional revenue. 

You will be responsible for:

  • Leading, managing and building the team aligned to the values, ensuring efficient and collaborative working where everyone can thrive and grow 
  • Leading customer implementation and onboarding to ensure successful customer adoption
  • Leading the design and successful delivery of professional services
  • Leading and undertaking customer account management to deliver a great customer experience, adoption, retention, expansion and advocacy   
  • Creating and delivering a customer strategy, with metrics to manage performance and profitability
  • Becoming a company Ambassador, comfortable to represent the Brand and Product to the external market with passion and authenticity

You will have experience of:

  • Building, scaling and evolving B2B Enterprise SaaS customer functions and customer operating models
  • Being ‘hands on’ delivering at the coalface, whilst improving and managing a team
  • Building, leading and mentoring a high performing, multifunctional team including third parties
  • Managing and reporting on forecasting, budgeting, processes and OKRs
  • Developing good technical knowledge of new products and being able to translate that to the customer buyers and users

You will also have:

  • Outstanding communication (verbal and written) and interpersonal skills and comfortable delivering presentations at a senior level
  • Great project management skills and high attention to detail - someone who is great at keeping projects and all those involved on track
  • Exceptional organisation skills, with a skill to cut through noise, obsessively prioritise, keep everyone updated and manage upwards as needed

Flexibility: Full time remote
Location: London/Southwest
Salary: Commensurate with experience

Recruiter Contact: Caroline Doherty