Role Details
- Fractional: 2 days per week (flexible)
- Duration: minimum 3 months + potential advisory support
- Reports to: CEO
- Location: Hybrid — London (Co-Work Borough, London Bridge), with in-person collaboration encouraged weekly
The Brief
As Fractional VP of Customer Success, you will partner closely with the CEO and leadership team to bring clarity, structure, and pace to this evolution.
You will take a holistic view of the function — from onboarding through to renewal and expansion — and help shape a model that is both commercially effective and scalable.
This is a hands-on, high-impact role, combining strategic thinking with execution. You will lead the function on your working days, with the backing and authority to evolve how Customer Success operates, while working closely with cross-functional leaders to ensure alignment.
As we continue to scale, we see a clear opportunity to further strengthen how we:
- Strengthen how we deliver value across the lifecycle
- Drive retention and expansion more consistently
- Align Customer Success more closely with commercial performance
This is a hands-on, high-impact role — combining strategy with execution.
Who You Are
- Experienced in fractional or project-based leadership roles
- You are skilled at rapid diagnosis – able to quickly assess team capability, operating model fitness, and cultural health, and translate that into a clear, actionable brief
- Proven experience operating at VP / Head of Customer level, with a strong track record of transforming, scaling and evolving Customer Success functions
- Deep expertise in operating model design, segmentation, and value delivery frameworks
- Commercially focused, with a clear understanding of how Customer Success drives retention, expansion, and revenue outcomes
- Comfortable operating across strategy and execution, moving seamlessly between diagnosis, design, and implementation
- Experience within SaaS and the broader MarTech or ABM ecosystem is essential – familiarity with platforms such as Demandbase or 6sense is a plus, but not required.
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