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, or want to manage managers on day one.
London (3+ days in office) | £110k-£120k base + up to £30k bonus + equity
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