Join to apply for the Vice President of Customer Success role at CRUCRU International is a leading provider of business intelligence and consulting services in the metals, mining, and fertilizer industries. With over 50 years of experience, we offer valuable insights and analysis that help our clients make informed decisions in an ever‑changing global market.About the roleAs Vice President of Customer Success, you will lead a global, high‑performing, data‑driven team responsible for creating an excellent customer experience, delivering outcomes, and driving mutual value. You will define and execute CRU’s Customer Success strategy, own retention and expansion performance, and act as a trusted adviser to strategic customers while driving cross‑functional alignment across Sales, Product and Marketing. You will champion CRU’s values of integrity, collaboration, excellence, and client focus.Key ResponsibilitiesDefine and execute CRU’s Customer Success strategy aligned to measurable customer and commercial outcomesDrive Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) performance through risk identification, mitigation and expansion managementLead, coach and scale a high‑performing global team; set clear direction, playbooks and career paths to build a customer‑centric cultureBuild and continually improve the Customer Success data foundation (dashboards, health models, forecasts)Design and roll out playbooks, workflows and automation to improve onboarding, value realisation and renewalsDrive cross‑functional alignment with Sales (handovers, account planning), Product (outcomes, roadmap) and Marketing (advocacy)Serve as a trusted adviser to strategic customers; lead critical escalations and post‑mortemsChampion the voice of the customer through structured feedback loops to influence product and go‑to‑market prioritiesSkills & Experience5–10+ years in post‑sales leadership (Customer Success, Account Management, Professional Services or Support)Proven ownership of GRR/NRR with a track record of improving retention and expansion at scaleExperience building and scaling customer journeys, success plans, QBR/EBR programmes and risk/renewal frameworksExperience implementing and optimising the Customer Success tech stack and analyticsDemonstrable experience recruiting, developing and leading high‑performing teamsDeep understanding of subscription economics and retention drivers (cohorts, adoption, risk signals)Strategic operator with strong programme management and process design skillsExecutive communication and stakeholder influence; effective with C‑suite and board‑level audiencesAnalytical and data‑driven; adept at building dashboards, forecasts and health models; strong problem‑solving skillsChange management and continuous improvement mindset; able to scale playbooks and digital motionsExperience establishing digital/tech‑touch motions (automation, in‑app guidance, education, community)Collaborative and proactive working style; effective at resolving cross‑functional conflictsTalent development, coaching and performance management; builds an inclusive, high‑accountability cultureWhat We OfferCompetitive salary and flexible benefits package.Opportunities for professional growth and development as part of a global company.A collaborative and supportive work environment.The chance to work with industry‑leading experts and over a diverse range of topics and projects.Seniority level: Mid‑Senior levelEmployment type: Full‑timeIndustries: Business Consulting and Services, Mining #J-18808-Ljbffr