Job Title

Vice President of Customer Success Location: Exeter, England, UK Industry: SaaS / B2B Software Type: Full-time, PermanentThe CompanyThis 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 OpportunityThis 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 ResponsibilitiesBuild and lead a multi-functional customer success organisation across Account Management, Implementation, Support, and EnablementDefine and execute strategies to improve customer satisfaction, retention, and lifetime valueDevelop scalable systems, processes, and metrics to support a growing and diverse client baseAct as an executive sponsor for key customer accounts and high-value implementationsCollaborate closely with Sales, Product, and Engineering teams to ensure an integrated and seamless customer experienceCoach and mentor functional leaders, promoting a culture of performance, accountability, and continuous improvementCandidate ProfileExtensive experience (10+ years) in SaaS or B2B software with a strong track record in post-sales leadershipProven ability to build and scale Customer Success or Account Management functions in a high-growth environmentCommercially focused, with experience driving retention and expansion metrics such as net revenue retentionComfortable working cross-functionally with Sales, Product, Engineering, and senior stakeholdersA hands-on, coaching-oriented leadership style with a clear operational mindsetExperience in a scale-up or transformation environment is highly valuedWhat’s on OfferCompetitive base salary with performance-based bonusA senior leadership role with significant strategic influence and visibilityThe opportunity to shape and grow a critical function within a thriving UK tech businessA collaborative, fast-paced culture with strong executive support and a focus on outcomes