At a Glance
- Tasks: Lead the Customer Success team and drive revenue growth from scratch.
- Company: AI-native B2B SaaS company with impressive growth and recognisable clients.
- Benefits: Competitive salary, bonus potential, equity, and a dynamic work environment.
- Other info: Opportunity to build structure in a fast-paced, innovative setting.
- Why this job: Be a foundational hire and shape the future of Customer Success.
- Qualifications: Experience as Head of CS or VP in early-stage SaaS; strong NRR ownership.
The predicted salary is between 110000 - 120000 £ per year.
Most CS teams get treated like a glorified help desk. This one owns revenue. This AI-native B2B SaaS company has cracked ABM at enterprise scale. $2.5M ARR, growing 2.5x year on year, working with logos across the US and Europe that you'd actually recognise. Product market fit? Sorted. The platform works, the customers are real, and there's a mountain of expansion revenue sitting inside the base waiting to be unlocked.
They need a VP of Customer Success who sees that and thinks: "That's mine." This is a foundational hire. You'll work directly with the founders to build CS from first principles into a proper commercial engine. No playbook to inherit. No structure to slot into. Just a clear mandate: own NRR and make it the growth story.
What you'll own:
- Net Revenue Retention across the full customer base, treated like a quota, not a dashboard metric
- Expansion revenue inside enterprise accounts, finding it, building the case, and closing it
- The entire CS function from scratch: segmentation, success plays, lifecycle strategy, team build
- Relationships with CMOs, ABM leads, and SDR leaders, driving real adoption and pipeline outcomes
- Enterprise change management across messy, multi stakeholder environments
- The hard stuff too: QBRs, account rescues, unblocking customers, leading from the front
You should apply if you:
- Are a Head of CS or VP of CS at an early stage SaaS business right now
- Own your NRR number the way a closer owns their ARR target
- Get fired up by expansion and retention, not NPS scores
- Can build structure in chaos and actually enjoy it
- Have lived the $1M to $10M+ ARR scaling journey
- See Sales as your partner, not a separate department
- Have a founder mindset: the company winning matters more than your function looking good
Not for you if you:
- Need everything pre built
- Come from big enterprise CS
- Dodge hard conversations
- Want to manage managers on day one
London (3+ days in office) £110k-£120k base + up to £30k bonus + equity
VP of Customer Success in London employer: Job Search Place Limited
This AI-native B2B SaaS company is an exceptional employer, offering a unique opportunity for the VP of Customer Success to shape the future of customer engagement and revenue growth from the ground up. With a dynamic work culture that values innovation and collaboration, employees are empowered to take ownership of their roles and drive meaningful impact. Located in London, the company provides competitive compensation, including equity options, and fosters an environment where personal and professional growth is not just encouraged but integral to its success.
StudySmarter Expert Advice🤫
We think this is how you could land VP of Customer Success in London
✨Tip Number 1
Network like a pro! Reach out to folks in your industry, especially those who are already in the companies you're eyeing. A friendly chat can open doors and give you insights that no job description can.
✨Tip Number 2
Show off your passion for Customer Success! When you get the chance to meet potential employers, share your vision for how you’d tackle NRR and expansion revenue. Make them see that you’re not just another candidate, but the one they need.
✨Tip Number 3
Prepare for those tough conversations! Brush up on your change management skills and be ready to discuss how you’d handle multi-stakeholder environments. They want someone who can lead from the front, so show them you can!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace VP of Customer Success in London
Some tips for your application 🫡
Show Your Passion for Customer Success:When writing your application, let your enthusiasm for Customer Success shine through. We want to see that you’re not just looking for a job, but that you genuinely care about driving revenue and building relationships with customers.
Highlight Your Experience with Expansion Revenue:Make sure to showcase any experience you have with expansion revenue and Net Revenue Retention (NRR). We’re looking for someone who can own these metrics like a pro, so share specific examples of how you've achieved this in the past.
Emphasise Your Ability to Build from Scratch:Since this role involves creating the Customer Success function from the ground up, we want to hear about your experience in building structures in chaotic environments. Share stories that demonstrate your ability to thrive in such situations.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures it gets into the right hands. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Job Search Place Limited
✨Understand the Company’s Vision
Before your interview, dive deep into the company’s mission and values. This AI-native B2B SaaS company is all about owning revenue and driving growth, so be ready to discuss how your vision aligns with theirs. Show them you’re not just looking for a job, but that you genuinely want to contribute to their success story.
✨Prepare Your Success Stories
Think of specific examples from your past roles where you've driven Net Revenue Retention or successfully expanded accounts. Be ready to share these stories in a way that highlights your strategic thinking and ability to build structure in chaos. They want to see how you’ve tackled challenges head-on and what results you achieved.
✨Know Your Numbers
Since this role is all about owning NRR, come prepared with metrics that showcase your achievements. Whether it’s percentage growth in retention or expansion revenue figures, having these numbers at your fingertips will demonstrate your analytical skills and your commitment to driving results.
✨Engage with Founders’ Mindset
During the interview, embody the founder mindset they’re looking for. Discuss how you can contribute to building the Customer Success function from scratch and how you view Sales as a partner. Show enthusiasm for the challenge of creating something impactful rather than just managing existing processes.
