Our client is an AI-native B2B SaaS platform helping modern revenue teams activate and execute Account Based Marketing at scale. Backed by serious traction ~$2.5M ARR growing 2.5x year-on-year they work with a portfolio of recognised enterprise brands across the US and Europe. This is not a company figuring out product-market fit. The product is strong, the logos are strong, and the opportunity is clear: there is significant untapped expansion revenue sitting within the existing customer base. Customer Success here is not a support function. It is one of the core revenue levers of the business.

This is a foundational VP of Customer Success hire. You will work directly with the founders to build Customer Success into a true commercial engine owning NRR, driving expansion across the base, and defining how CS operates from first principles. • London — minimum 3 days per week in office • £110,000 – £120,000 base salary • Up to £30,000 performance bonus • Equity As VP of Customer Success you will own one of the most critical metrics in the business. This role sits at the intersection of product, sales and revenue strategy, with a direct line to the founders throughout.

• Own and drive Net Revenue Retention (NRR) across the full customer base • Identify and convert expansion opportunities within existing enterprise accounts • Build the Customer Success function from scratch inc segmentation, success plays, lifecycle strategy and team structure • Work directly with senior customer stakeholders (CMOs, ABM leads, SDR leaders) to drive platform adoption and real pipeline outcomes • Lead enterprise change management across complex, multi-stakeholder environments • Partner tightly with the Sales team on expansion, multi-threading and deal progression • Be hands-on QBRs, account fixes, unblocking customers, leading from the front About You You are currently a Head of Customer Success or VP of Customer Success at an early-stage SaaS business and you see CS as a growth engine, not a service function. You own your NRR number the same way a sales rep owns their ARR target. You are a fit if you: ✅ Are commercially driven, expansion, retention and pipeline influence are your metrics, not NPS scores ✅ Thrive in ambiguity and can build structure where none exists ✅ Have navigated complex enterprise environments and are comfortable challenging senior stakeholders (CMOs, SDR leaders, ABM teams) ✅ Are an operator first happy jumping into accounts, fixing deals and leading from the front as a VP of Customer Success ✅ Have scaled a SaaS business through the $1M–$5M to $10M+ ARR journey ✅ Work closely alongside Sales as a shared revenue team expansion and retention are a joint effort ✅ Bring a founder mindset you care about the company winning, not just your function performing Bonus points for experience in ABM, Martech or a "nice-to-have → must-have" SaaS category transition. This role is not for you if you need a fully built structure, come from a large enterprise org, avoid difficult customer conversations, or want to manage managers from day one.