At a Glance
- Tasks: Lead and scale a global Customer Success team, driving revenue growth and customer satisfaction.
- Company: Join a dynamic tech company focused on customer-centric solutions.
- Benefits: Wellness reimbursements, stock options, personal development workshops, and quarterly recharge days.
- Other info: Be part of a vibrant culture with exciting company events and volunteering initiatives.
- Why this job: Make a real impact by championing customer success and building trusted relationships.
- Qualifications: 10+ years in Customer Success with experience in global organisations and strong leadership skills.
The predicted salary is between 51750 - 63250 £ per year.
As VP of Customer Success, you’ll lead and scale our global CS organization across Strategic, Enterprise, Commercial, and Digital Touch segments, with a track record of driving revenue growth while protecting and improving NRR. You’ll own adoption, renewal, and expansion, partnering closely with Customer Solutions, Sales, Product, Engineering, Support, and Marketing to ensure customers realize measurable value from our platform.
- Lead and scale a global Customer Success organization spanning Strategic, Enterprise, Commercial, and Digital Touch segments, with the right coverage model and team structure for each.
- Own retention and expansion outcomes, driving industry-leading NRR through proactive account management, risk mitigation, and expansion motions.
- Partner with Sales leadership on account planning, renewals, and expansion strategy to drive predictable, scalable revenue growth.
- Deliver a scalable Customer Success model (segmentation, playbooks, health scoring, QBRs, escalation paths) that works across a global, multi-region customer base.
- Serve as an executive sponsor for top strategic accounts, building trusted relationships with customer executives and champions.
- Collaborate cross-functionally with Product, Engineering, Support, Sales, and Marketing to close the loop on customer feedback, drive product adoption, and inform roadmap priorities.
- Build and mentor a high-performing, people-first leadership team; recruit, develop, and retain top CS talent globally.
- Track and report on key CS metrics (NRR, GRR, churn, expansion, adoption, CSAT/NPS, health scores) to executive leadership.
- Champion a customer-centric culture across the company, ensuring the voice of the customer influences strategy at every level.
Benefits:
- Silverfort Care & Wellness: Employees’ wellbeing matters, which is why we reimburse up to $100 USD monthly for personal care and wellness.
- Stock Options Plan: All permanent employees receive stock options since they are fundamental to our success.
- Personal Development Sessions: Learn new skills and tools with our quarterly workshops and personalized development programs.
- Quarterly Recharge Days: In addition to your annual leave, we have quarterly recharge days so our entire team can enjoy a long weekend.
- Volunteering initiatives: We believe in giving back, and offer paid leave to volunteer for a cause or charity of your choice.
- Company events: We host the best parties, QBRs, SKOs and more.
Qualifications and Experience:
- Experience operating in a global, multi-region organization, with cultural fluency and experience managing distributed teams.
- Proven experience supporting both SaaS and on-premise/hybrid deployment models.
- Experience in the security/cybersecurity industry strongly preferred.
- A track record of leading a CS organization responsible for $100M+ in revenue, with direct, specific experience helping scale that business while maintaining industry-leading NRR.
- Deep fluency in CS operating metrics and systems (NRR/GRR, churn, health scoring, CS platforms such as Gainsight/ChurnZero/Planhat, CRM tools).
- 10+ years in Customer Success, Account Management, or related revenue leadership roles, with 5+ years leading global CS organizations at scale.
- Strong cross-functional collaboration skills; a track record of effectively partnering with Sales, Product, Engineering, and Marketing leaders as true peers.
- Excellent executive presence; comfortable engaging with C-level customers.
- A genuine people-first leadership style — someone who invests in developing managers and ICs, builds trust across a global team, and leads with empathy alongside accountability.
- Demonstrated experience managing a multi-segment coverage model — Strategic, Enterprise, Commercial, and Digital Touch/Tech Touch customers — with tailored strategies for each.
- Experience in identity security, cloud security, or adjacent infrastructure security categories.
- Experience through a hyper-growth stage.
- Success with land and expand sales motion.
Vice President of Customer Success in London employer: Silverfort
Silverfort is an exceptional employer that fosters a culture of innovation and collaboration, making it an ideal place for professionals looking to make a significant impact in the identity security sector. With a commitment to employee growth, Silverfort offers opportunities to lead a global Customer Success organisation while working alongside top talent in a dynamic environment. The company's focus on customer-centric values ensures that every team member's contributions are valued, creating a rewarding workplace experience in a fast-paced industry.
StudySmarter Expert Advice🤫
We think this is how you could land Vice President of Customer Success in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Silverfort. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Silverfort before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Vice President of Customer Success in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Silverfort:Your cover letter is your chance to shine! Tell us why you want to work at Silverfort specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Silverfort!
How to prepare for a job interview at Silverfort
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
