At a Glance
- Tasks: Lead Customer Success to drive revenue growth and build a strong team from scratch.
- Company: AI-native B2B SaaS company with impressive growth and recognised clients.
- Benefits: Competitive salary, bonus potential, equity, and a dynamic work environment.
- Other info: Opportunity to shape the future of Customer Success in a fast-growing company.
- Why this job: Own the customer success function and make a real impact on company growth.
- 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 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 future of customer engagement and revenue growth from the ground up. With a dynamic work culture that values entrepreneurial spirit and collaboration, employees are empowered to take ownership of their roles and drive meaningful impact. Located in London, the company provides competitive compensation, equity options, and a vibrant environment that fosters professional growth and development.
StudySmarter Expert Advice🤫
We think this is how you could land VP of Customer Success
✨Tip Number 1
Network like a pro! Reach out to folks in your industry, especially those who are already in the company you're eyeing. A friendly chat can give you insider info and maybe even a referral.
✨Tip Number 2
Prepare for the interview by understanding their product inside out. Show them you’re not just another candidate; you’re someone who gets their mission and can drive real results in customer success.
✨Tip Number 3
Be ready to discuss how you’ll tackle challenges head-on. They want someone who thrives in chaos, so share examples of how you've built structure and driven growth in previous roles.
✨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.
We think you need these skills to ace VP of Customer Success
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 times when you've thrived in chaos. Share stories that demonstrate your ability to build structure and strategy in a fast-paced environment.
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 you’re considered for this exciting opportunity. We can’t wait to see what you bring to the table!
How to prepare for a job interview at meritt.
✨Understand the Company’s Vision
Before the 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 successfully driven Net Revenue Retention or expansion revenue. 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 can turn challenges into opportunities.
✨Know Your Metrics
Brush up on key metrics related to Customer Success, especially NRR and expansion revenue. Be prepared to discuss how you’ve owned these numbers in previous roles and what strategies you implemented to achieve them. This shows you’re data-driven and understand the commercial side of CS.
✨Engage in Thoughtful Questions
Prepare insightful questions that demonstrate your understanding of the role and the challenges they face. Ask about their current CS strategies, how they envision the function evolving, and what success looks like for them. This not only shows your interest but also positions you as a strategic partner who’s ready to take ownership.
