Senior Consultant at ZEREN | GTM Executive Search - Sales, Customer Success, Operations | VC & PE B2B SaaS We’re partnering with a rapidly scaling SaaS company that helps global organisations run complex operations more intelligently through its technology platform. Backed by more than $20M in funding, the business is moving into its next stage of international growth, supported by experienced investors and a leadership team with a strong track record in SaaS scale‑ups. A key priority for the company is the continued integration of AI and automation across its customer operations. Customer Success is central to the growth strategy, with a clear mandate to build a function that is predictive, insight‑led, and highly scalable. The incoming VP will be instrumental in shaping how intelligent workflows, automation, and data are embedded into day‑to‑day customer engagement. We are now looking for a Vice President of Customer Success to lead this transformation and own the end‑to‑end customer journey on a global scale. This role offers the chance to create a best‑in‑class Customer Success organisation from the ground up, with full ownership of retention, expansion, and value realisation across enterprise and mid‑market customers. Reporting directly to the CRO, you will work closely with senior leadership to ensure Customer Success is tightly aligned with revenue and product outcomes. What you’ll be responsible for

Setting and executing the global Customer Success strategy in line with commercial and product objectives Building, leading, and developing a high-performing CS team across regions Championing the use of AI, automation, and data to enable proactive, intelligent customer engagement at scale Designing operational models and frameworks that drive consistency, efficiency, and predictability Working cross‑functionally with Product, Revenue, and Operations to deliver a joined‑up customer experience

What we’re looking for

A senior Customer Success leader with experience scaling a SaaS business from approximately £5M ARR through Series A‑B and beyond Hands‑on experience implementing automation and AI within Customer Success or broader customer operations Strong commercial instinct, with a clear view on how Customer Success contributes directly to revenue growth Gravitas and confidence to operate at exec level and influence C‑suite stakeholders A builder mentality that combines strategic thinking with a willingness to roll up your sleeves

This is a great opportunity to shape Customer Success at a pivotal point in a company’s growth journey. You’ll join a leadership team that values ownership, pace, and innovation, with the scope and mandate to make a lasting impact. Seniority level Director Employment type Full‑time Job function Sales and Customer Service Industries Technology, Information and Media Location: London, England, United Kingdom #J-18808-Ljbffr