We're partnering with a venture-backed B2B SaaS company that has raised $20M+ in funding and is entering its next stage of growth. With strong product traction and a growing global customer base, the business is now focused on scaling its customer organisation in a smarter, more automated way.
A major priority for the company is building an AI-enabled Customer Success function. The goal is to move beyond traditional CS and create a model driven by data, automation, and intelligent workflows that allow the team to engage customers proactively and operate at scale.
They are now hiring a VP Customer Success to lead this transformation.
Reporting to the CRO, you will own the global Customer Success strategy across retention, expansion, and customer value. You will also play a key role in designing the operational systems that support the next phase of growth.
What you'll focus on
* Defining the Customer Success strategy as the company scales internationally
* Building and leading a high-performing CS team
* Embedding AI, automation, and data-driven workflows into customer operations
* Creating scalable frameworks across onboarding, adoption, renewals, and expansion
* Partnering with Sales, Product, and Operations to drive customer outcomes and revenue growth
We're looking for someone who
* Has helped scale a SaaS company from roughly £5M ARR through Series A–B growth
* Has hands-on experience implementing automation or AI within Customer Success
* Brings strong commercial instinct around retention, expansion, and revenue impact
* Enjoys building teams, systems, and processes in a scaling environment
This is a rare opportunity to build a modern Customer Success function from the ground up, with AI and automation at the core of how the organisation operates.