VP Customer Success
PE–Backed Vertical SaaS | Hybrid (Guildford HQ – 2/3 days per week on site) | Salary £90,000-£110,000
We are working with a market-leading, private‑equity‑backed vertical SaaS business at a defining point in its evolution.
The company has a long heritage, a loyal and established customer base, and a strong position in its market. It is now well into a strategic transition from a legacy on‑premise product to a modern, cloud‑based SaaS platform. This shift is creating significant opportunity and real operational complexity. This role sits at the centre of that transformation.
The Opportunity
As VP of Customer Success, you will own the full post‑sales organisation, leading Customer Support, Onboarding, and Professional Services, with direct accountability for renewals, churn, and expansion revenue (GRR & NRR).
Reporting directly to the Managing Director, this is a senior leadership role with genuine authority, visibility, and impact. You will define strategy, set targets, and lead execution across all customer‑facing delivery teams.
This is not a steady‑state CS role. It is a build, fix, and scale mandate within a growing, PE‑backed environment.
What You’ll Be Responsible For
* Owning and continuously improving the end‑to‑end customer lifecycle, from contract signature through onboarding, adoption, expansion, renewal, and advocacy
* Leading and scaling Customer Support, with clear ownership of SLAs, response times, resolution, and customer satisfaction
* Designing and delivering a predictable, high‑quality onboarding experience that reduces time‑to‑value for both new and migrating customers
* Owning Professional Services delivery, including revenue targets, forecasting, utilisation, and margin performance
* Making clear trade‑offs between:
o Support SLAs
o Onboarding speed versus quality
o Services margin versus customer outcomes
* Acting as the senior escalation point for critical customer issues
* Building robust reporting, workflows, and forecasting within HubSpot or comparable systems
* Playing a key role in resetting expectations, accountability, and performance culture across customer‑facing teams
Who This Role Is For
This role will suit a senior Customer Success or Services leader who has led teams through meaningful change, not just operated mature SaaS models.
You’re likely to bring:
* Senior leadership experience across Customer Success, Support, Onboarding, or Professional Services within B2B software or technology‑enabled services
* Hands‑on experience leading an on‑premise to cloud / SaaS transition, including managing long‑standing customers through change
* Comfort balancing the needs of legacy customers with the requirements of a scalable, cloud‑first operating model
* Strong commercial ownership, including renewals, expansion, and cost performance
* Experience operating in smaller, PE‑backed environments with high expectations for pace, accountability, and delivery
* A practical, sleeves‑rolled‑up leadership style - comfortable operating close to the detail when needed
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