We are conducting a confidential executive search on behalf of one of our clients:
VP Customer Success & Operations
As Vice President of Customer Success & Operations you will lead the strategic and operational development of the company's customer-facing functions to maximize value creation and business impact within one of the company's divisions. You will play a central role in shaping the customer experience, how they adopt, and grow with the enterprise platform and related services. You will be responsible for the business development of the customer journey, driving customer value, retention, and expansion through a scalable and data-driven operational model. You will report directly to the CEO and serve as a key member of the extended management team.
This role combines strategic leadership with operational excellence. You will oversee the entire customer journey—from onboarding and adoption to renewal and expansion—ensuring that the consulting services and SaaS delivery are tightly integrated and consistently deliver measurable business outcomes.
You will lead a global operations and support team, which currently consists of approximately 44 employees and 3 direct-reporting managers. This includes driving cultural change, implementing standardized processes and relevant KPIs, and aligning cross-functional teams around customer success
Example of main tasks and responsibilities:
- Strategic responsibility of Operations and Customer Success in the division
- Lead and develop a high-performing international team
- Ensure a profitable and scalable delivery model aligned with business goals and customer value
- Drive add-on sales and turn customer needs into new services or features
- Own and harmonize customer journey processes (onboarding → adoption → expansion → renewal)
- Strengthen collaboration with Sales, Product, R&D, and IT
- Introduce and manage KPIs across customer health, satisfaction, retention, and expansion, with a clear link to profitability, revenue growth, cost-to-serve and lifetime value
- Navigate cultural differences and drive change across diverse markets.
About you
We are looking for a senior business-minded leader with experience from international SaaS environments with ability to drive change and secure profitability. You combine strong business acumen with a deep understanding of consulting delivery and customer success operations. You enjoy taking on a role that is both strategic and hands-on and thrive on driving long-term change and business development. As a leader, you are communicative, confident and persistent with ability to listen and inspire. You are data-driven, thrive in complex environments, and know how to turn customer insights into measurable business outcomes.
Demand profile:
- Academic degree
- Senior leadership experience in SaaS-companies, preferably within international scope
- Experience in consulting delivery and customer success operations
- Proven track record in leading enterprise projects and teams
- Strong commercial acumen and ability to drive revenue growth through customer expansion
- Experience of successfully driving change and turning customer needs into new services or features
Application
Please note that we will be working with a continuous selection process, which means that we may close the application process earlier than stated if we find the right candidates. So, don’t delay, please send us your application today.
Start: As soon as possible, with regards of the notice period.