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For Companies At a Glance
- Tasks: Lead and transform the customer success journey in a dynamic SaaS environment.
- Company: Market-leading, private-equity-backed vertical SaaS business with a strong heritage.
- Benefits: Competitive salary, hybrid work model, and opportunities for impactful leadership.
- Why this job: Drive meaningful change and make a real impact on customer success strategies.
- Qualifications: Senior leadership experience in Customer Success or Services within B2B software.
- Other info: Join a fast-paced environment with high expectations and excellent growth potential.
The predicted salary is between 90000 - 110000 ÂŁ per year.
PE–Backed Vertical SaaS | Hybrid (Guildford HQ – 2/3 days per week on site) | Salary £90,000-£110,000
We are working with a market-leading, private-equity-backed vertical SaaS business at a defining point in its evolution. The company has a long heritage, a loyal and established customer base, and a strong position in its market. It is now well into a strategic transition from a legacy on-premise product to a modern, cloud-based SaaS platform. This shift is creating significant opportunity and real operational complexity. This role sits at the centre of that transformation.
The Opportunity
As VP of Customer Success, you will own the full post-sales organisation, leading Customer Support, Onboarding, and Professional Services, with direct accountability for renewals, churn, and expansion revenue (GRR & NRR). Reporting directly to the Managing Director, this is a senior leadership role with genuine authority, visibility, and impact. You will define strategy, set targets, and lead execution across all customer-facing delivery teams. This is not a steady-state CS role. It is a build, fix, and scale mandate within a growing, PE-backed environment.
What You’ll Be Responsible For
- Owning and continuously improving the end-to-end customer lifecycle, from contract signature through onboarding, adoption, expansion, renewal, and advocacy
- Leading and scaling Customer Support, with clear ownership of SLAs, response times, resolution, and customer satisfaction
- Designing and delivering a predictable, high-quality onboarding experience that reduces time‑to‑value for both new and migrating customers
- Owning Professional Services delivery, including revenue targets, forecasting, utilisation, and margin performance Support SLAs
- Acting as the senior escalation point for critical customer issues
- Building robust reporting, workflows, and forecasting within HubSpot or comparable systems
- Playing a key role in resetting expectations, accountability, and performance culture across customer‑facing teams
Who This Role Is For
This role will suit a senior Customer Success or Services leader who has led teams through meaningful change, not just operated mature SaaS models. You’re likely to bring:
- Senior leadership experience across Customer Success, Support, Onboarding, or Professional Services within B2B software or technology‑enabled services
- Hands‑on experience leading an on‑premise to cloud / SaaS transition, including managing long‑standing customers through change
- Comfort balancing the needs of legacy customers with the requirements of a scalable, cloud‑first operating model
- Strong commercial ownership, including renewals, expansion, and cost performance
- Experience operating in smaller, PE‑backed environments with high expectations for pace, accountability, and delivery
- A practical, sleeves‑rolled‑up leadership style - comfortable operating close to the detail when needed
Vice President of Customer Success in Guildford employer: ZEREN
Contact Detail:
ZEREN Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Vice President of Customer Success in Guildford
✨Tip Number 1
Network like a pro! Reach out to your connections in the SaaS industry, especially those who have experience in customer success roles. A friendly chat can lead to insider info about job openings or even referrals that could give you an edge.
✨Tip Number 2
Prepare for interviews by diving deep into the company’s culture and values. Understand their transition from on-premise to cloud-based solutions and be ready to discuss how your experience aligns with their goals. Show them you’re not just a fit, but the perfect fit!
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, send a quick thank-you note expressing your enthusiasm for the role. It keeps you top of mind and shows your genuine interest in being part of their transformation journey.
✨Tip Number 4
Apply through our website! We’ve got a streamlined process that makes it easy for you to showcase your skills. Plus, it helps us keep track of your application and gives you a better chance of standing out in the crowd.
We think you need these skills to ace Vice President of Customer Success in Guildford
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of VP of Customer Success. Highlight your experience in leading teams through change and managing customer relationships, especially in a SaaS environment. We want to see how your background aligns with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer success and how you can drive transformation in our company. Be specific about your achievements and how they relate to the responsibilities outlined in the job description.
Showcase Relevant Experience: When filling out your application, make sure to highlight your hands-on experience with SaaS transitions and customer lifecycle management. We’re looking for someone who has been in the trenches, so don’t hold back on those details!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Plus, it shows us you’re keen to be part of our team!
How to prepare for a job interview at ZEREN
✨Know the Company Inside Out
Before your interview, dive deep into the company's history, values, and recent developments. Understand their transition from on-premise to cloud-based SaaS and be ready to discuss how your experience aligns with this shift.
✨Showcase Your Leadership Style
As a VP of Customer Success, your leadership style is crucial. Be prepared to share specific examples of how you've led teams through change, particularly in a SaaS environment. Highlight your hands-on approach and how it has positively impacted customer satisfaction.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle critical customer issues. Think of scenarios where you successfully managed escalations or improved customer lifecycle processes, and be ready to discuss the outcomes.
✨Demonstrate Commercial Acumen
This role involves significant commercial responsibility. Be ready to talk about your experience with renewals, churn reduction, and expansion revenue. Use data and metrics to illustrate your success in these areas, showing how you can drive performance in a PE-backed environment.
