At a Glance
- Tasks: Lead Customer Success to drive revenue and build a thriving team from the ground up.
- Company: Fast-growing AI-native B2B SaaS company with a strong market presence.
- Benefits: Competitive salary, bonus potential, equity, and a dynamic work environment.
- Other info: Join a foundational team and shape the future of Customer Success.
- Why this job: Own your success and make a real impact in a rapidly scaling company.
- Qualifications: Experience as Head of CS or VP in early-stage SaaS, with a focus on NRR.
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: meritt.
This innovative AI-native B2B SaaS company is an exceptional employer, offering a unique opportunity for the VP of Customer Success to shape the CS function from the ground up in a dynamic and fast-growing environment. With a strong focus on employee growth, collaboration with founders, and a culture that values ownership and accountability, you will be empowered to drive significant revenue impact while working alongside industry-leading clients across the US and Europe. The London office fosters a vibrant work culture, encouraging creativity and strategic thinking, making it an ideal place for ambitious professionals looking to make a meaningful contribution.
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 your connections in the SaaS space, especially those who know the founders or current team. A warm introduction can make all the difference when you're aiming for that VP of Customer Success role.
✨Tip Number 2
Showcase your success stories! Prepare to discuss specific examples of how you've driven NRR and expansion revenue in previous roles. We want to hear about the challenges you faced and how you turned them into opportunities.
✨Tip Number 3
Be ready to think on your feet! In interviews, expect questions that challenge your problem-solving skills. They want to see how you handle chaos and build structure from scratch, so come armed with strategies and ideas.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we love seeing candidates who are proactive and eager to join our mission.
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 you're 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. 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 CS function from the ground up, it’s crucial to highlight your experience in building structures in chaotic environments. Tell us about times when you’ve successfully implemented strategies or processes in a startup or early-stage setting.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at meritt.
✨Know Your Numbers
Before the interview, make sure you’re familiar with key metrics like Net Revenue Retention (NRR) and how they relate to customer success. Be ready to discuss your past experiences in driving these numbers and how you plan to own them in this role.
✨Showcase Your Founder Mindset
This company is looking for someone who prioritises the overall success of the business over their own function. Prepare examples that demonstrate your ability to think like a founder, focusing on growth and collaboration rather than just managing a team.
✨Embrace the Chaos
Since there’s no playbook to follow, be prepared to talk about how you’ve built structure in chaotic environments before. Share specific strategies you’ve used to create successful customer success functions from scratch.
✨Build Relationships
Highlight your experience in building relationships with key stakeholders like CMOs and ABM leads. Discuss how you’ve driven adoption and pipeline outcomes through collaboration, as this will be crucial in your new role.
