Vice President of Customer Success

Vice President of Customer Success

Location: Exeter, England, UK

Industry: SaaS / B2B Software

Type: Full-time, Permanent

The Company

This is a well-established and fast-growing UK-based technology company headquartered in the South West. The business delivers a robust software platform used by a broad range of organisations across multiple sectors. With increasing demand from larger clients and a strong reputation for reliability and service, the company is entering an exciting new phase of expansion. To support this growth, they are looking to appoint a Vice President of Customer Success, a newly created leadership role responsible for transforming and scaling their post-sales function.

The Opportunity

This is a strategic and operational leadership role with full ownership of the customer experience post-sale. Reporting directly to the CEO and sitting as part of the senior leadership team, the Vice President of Customer Success will shape the customer strategy and lead four key areas: Account Management, Implementation, Support, and Customer Enablement. The position offers significant influence and autonomy, ideal for a commercially minded leader who enjoys building functions from the ground up while delivering measurable impact on retention, satisfaction, and revenue growth.

Key Responsibilities

• Build and lead a multi-functional customer success organisation across Account Management, Implementation, Support, and Enablement
• Define and execute strategies to improve customer satisfaction, retention, and lifetime value
• Develop scalable systems, processes, and metrics to support a growing and diverse client base
• Act as an executive sponsor for key customer accounts and high-value implementations
• Collaborate closely with Sales, Product, and Engineering teams to ensure an integrated and seamless customer experience
• Coach and mentor functional leaders, promoting a culture of performance, accountability, and continuous improvement

Candidate Profile

• Extensive experience (10+ years) in SaaS or B2B software with a strong track record in post-sales leadership
• Proven ability to build and scale Customer Success or Account Management functions in a high-growth environment
• Commercially focused, with experience driving retention and expansion metrics such as net revenue retention
• Comfortable working cross-functionally with Sales, Product, Engineering, and senior stakeholders
• A hands-on, coaching-oriented leadership style with a clear operational mindset
• Experience in a scale-up or transformation environment is highly valued

What’s on Offer

• Competitive base salary with performance-based bonus
• A senior leadership role with significant strategic influence and visibility
• The opportunity to shape and grow a critical function within a thriving UK tech business
• A collaborative, fast-paced culture with strong executive support and a focus on outcomes