VP of Customer Success
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What you'll do
- Own and achieve the NRR target for Customer Success across all markets, covering renewal, churn reduction and expansion
- Build a structure across Account Management, Training, Professional Development and Customer Marketing with clear roles and no major gaps or overlaps
- Own, develop and implement the CS strategy and post-sales processes across markets, with full decision-making authority over prioritisation, team structure and resource allocation
- Set a clear approach for how CS uses communication and training to drive adoption and retention, particularly in the US/HSS market
- Advise the ELT on Customer Success strategy and forecasts alongside the CRO, and lead cross-team collaboration with Sales, Marketing, Product, Content and Enablement
What they're looking for
- Proven track record of growing net revenue retention through renewals and upsell strategies in a SaaS business
- Strategic thinking beyond Account Management, with clear prioritisation in a complex environment and strong judgement in ambiguity
- Ability to lead and inspire with confidence for maximum revenue outcomes, and to build capability in others
- Ability to effectively identify problems with impact on NRR within and outside the CS team, and develop and implement appropriate solution sets
- Executive-level communication and cross-functional influence, with the ability to work closely with senior stakeholders across the business
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
This is not a typical Customer Success role. You'll own net revenue retention across renewals, expansion, training, and customer marketing for a global customer base, with a direct line into shaping the product itself.
We're a 125-person EdTech scale-up powering learning in 140+ countries, helping students and teachers thrive through an intelligent platform that combines rich, interactive pedagogy with smart AI and data.
Why join Kognity?
Work on problems that matter – Your work directly influences the lives of teachers and students in over 140 countries. The scale is global, and the outcomes are tangible.
High ownership, high expectations – You are trusted to take initiative, make decisions and drive outcomes. Responsibility comes early, accountability is real, and results matter.
A fast-moving, high-performing team – You will work with smart, driven colleagues across the globe on complex problems. Standards and expectations are high, feedback is direct, and the pace is fast.
Continuous growth is the baseline – Everyone is expected and supported to learn quickly, improve constantly and raise their own bar. If you enjoy responsibility, momentum and meaningful challenge, you will thrive here.
What you'll do:
Own and achieve the NRR target for Customer Success across all markets, covering renewals and expansion
Build a structure across Account Management, Training, Professional Development and Customer Marketing with clear roles and no major gaps or overlaps
Own, develop and implement the CS strategy and post-sales processes across markets, with full decision-making authority over prioritisation, team structure and resource allocation
Set a clear approach for how CS uses communication and training to drive adoption and retention.
Advise the leadership team on Customer Success strategy and forecasts alongside the CRO, and lead cross-team collaboration with Sales, Marketing, Product, Content and Enablement
What we're looking for:
Proven track record of growing net revenue retention through renewals and upsell strategies in a SaaS business
Strategic thinking beyond Account Management, with clear prioritisation in a complex environment and strong judgement in ambiguity
Ability to lead and inspire with confidence for maximum revenue outcomes, and to build capability in others
Ability to effectively identify problems with impact on NRR within and outside the CS team, and develop and implement appropriate solution sets
Executive-level communication and cross-functional influence, with the ability to work closely with senior stakeholders across the business
How we hire
Discovery call with a Recruiter
Hiring manager discussion
Case study
Values discussion
Leadership talk
References
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Company
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