Vice President of Customer Success

  • Reference CK-POJ-210902-01
  • Remuneration Competitive Plus Equity
  • Role/TypePermanent/Full Time
  • LocationUnited States
Chris King +44 (0)20 3119 3333 Get in touch ›
Apply now

Vice President of Customer Success 


A high-growth, Series B cyber security start-up are investing further in their customer and consulting functions and looking for an exceptional leader to help them transition from 'start-up' to ‘scale-up’. 


This leader will be accountable for delivering successful Risk Management and Cyber Security outcomes for their customers and will own their key customer metrics.  Reporting to the CEO, you will first be a member of the leadership team, influencing the strategic direction of the company.  Second, you will lead the Security Program Management (SPM), Technical Consulting (TC), and Support functions and will define how they demonstrate and amplify the value they bring, establish meaningful relationships with key stakeholders and deepen their relationships. 


You will understand the importance of communication and collaboration in defining a customer-first mentality and work closely with their product and commercial leadership to ensure they are championing their values in their culture and service delivery. 

You will inspire, nurture, and build a team that will: 

  • Own Program and Project Management, Technical Implementation and Support  
  • Be set up to scale through repeatable processes, impactful enablement, and best-in-class technology 
  • Work with customers to identify areas of additional value 
  • Develop trusted advisor relationships with customers and exec sponsors to ensure they are using the solution to achieve desired outcomes 
  • Identify renewal risk and collaborate with internal teams to remediate and support successful renewals 
  • Act as a voice of the customer and collect feedback to drive continuous improvement in the product and their processes 


  • Inspire Customer Success Across Company  
    • Create company-wide culture of Customer Success 
    • Closely align with internal stakeholders, including Product, Sales, Marketing Finance and the Executive Team 
    • Drive company-wide definition of ideal customer with input from Account management 
    • Create company-wide customer feedback loop with input from Account management 
  • Drive Customer Success Outcomes  
    • Delivery of technical implementation phase through a 20+ member Technical Consulting team responsible for configuration and occasional customization of SaaS solution. 
    • Support ongoing customer operations via a Customer Support function 
    • Drive and measure successful customer outcomes and security performance management via the SPM function and in partnership with Account Management 
    • Partner with Account Management function to help maximise renewal, expansion and reduce churn 
    • Help Account Management identify new cross-sell and up-sell opportunities 
    • Influence future lifetime value through higher product adoption, CCM maturity and overall security performance enhancement.  
    • Drive new business growth through greater advocacy and reference-ability 
  • Define and Optimize Customer Lifecycle  
    • Develop listening points in the journey (e.g., usage, adoption, security performance KPIs etc.) 
    • Standardize SPM, TC and Support engagements for each point in journey 
    • Identify opportunities for continuous improvement 
    • Identify new services offerings to deliver greater customer value and revenue 
    • Learn from best practices in industry 
  • Lead & Scale World-class Customer Success Team  
    • Attract high potential individual contributors into team 
    • Create rapid onboarding process for new team members 
    • Foster collaboration within team and across customer lifecycle 
    • Develop, mentor, and encourage continuous learning within team to create promote-from-within culture as they continue to grow 
  • Measure Effectiveness of Customer Success  
    • Define operational metrics for team 
    • Establish system for tracking metrics 
    • Create cadence for review within team 
    • Expose subset of metrics to executive team, company and board 

Required Experience/Skills: 

  • 10+ years of B2B enterprise SaaS experience in a fast-growth VC-backed organisation in a customer-focused leadership role 
  • Previous leadership experience of medium size organizations through 2 tiers of management (directors and managers) 
  • Experience of working with customers of all sizes (from 5 to 10,000 users) to drive customer towards their outcomes 
  • Experience of building and managing a team with an emphasis on making the customer successful 
  • Experience running services that map to the current and future functional areas, such as technical implementation, support, program, and project management  
  • High EQ and exceptional interpersonal skills, ability to influence through persuasion, negotiation, and consensus building 
  • Experience of, and a passion for, leading teams with a focus on empowerment, positive-mindsets and collaboration 
  • Strong empathy for customers  
  • Deep understanding of value drivers in recurring revenue business models 
  • Analytical and process-oriented mindset 
  • Demonstrated desire for continuous learning and improvement 
  • Enthusiastic and creative leader with the ability to inspire others 
  • Excellent communication and presentation skills 


Director of Sales Engineering

The Role

Reporting directly to the Global Sales Leader, the Director of Sales Engineering's primary responsibility is to lead the pre-sales team in support of achieving the sales goals and preparing the organisation to delivering value to the clients customers. The Director of Sales Engineering will lead and grow an outstanding team of Sales Engineers and will work with the sales team in a pre-sales leadership role to develop and position solutions for our clients prospects and customers. This person will work as an equal partner with the sales team in their go to market strategy including working with their partners, developing technical sales talent within the team, and positioning their product and services portfolio to meet growing customer needs.

Given the critical nature and company-wide impact of the function, this role will be in direct and continuous engagement with senior management and the executive leadership team across engineering, product, customer success and marketing. This leader will be excellent at leading by example in strategic business conversations with CIOs, CISO's & Heads of Governance, Risk and Compliance.

The Sales Engineering function in our clients organisation is the primary technical function within the Sales organization, providing pre-sales support to the Account Executives and directly contributing to the clients revenue objectives. As the "trusted advisors" in the sales process, the Sales Engineers help to build interest in the organiation and then lead any technical activities (demo's, POC's, workshops, webinars etc.) that help provide the prospect with the proof that they need to make their purchasing decision. They will ensure the sales engineering team is executing technical wins; identifying and mitigating technical risk; driving pipeline; and advancing and evangelizing the strategic direction of our clients risk management and cyber security platform.

The leader will own objectives related to the clients ability to deliver compelling, highly technical customer engagements in the field, enablement of the team and ensuring excellence in their execution.

S/he will build and deliver repeatable Sales processes, detail-oriented standards and hygienic pipeline management. S/he thrives in a culture of accountability with a focus on results, including integration with other functions and ensuring other functions are aligned, in order to turn Sales promises into successful customer outcomes. The VP Global Sales is passionate about the Sales profession, has thorough knowledge around all things Sales and is invested in Sales success as part of company success.

The successful postholder will create a strong, positive, accountable function. A function that has clear, efficient processes, is underpinned by a high standards, attention to detail and hygienic pipeline management. Thriving in a culture of high accountability the Director of Sales Engineering, will ensure that all teams and team members, work collaboratively and are aligned around overall results and successful customer outcomes.


1. Sales Leadership

*     Implement best practices across Sales lifecycle, maintain high standards, act as a role model for others and lead by example. Ensure effective Salesforce operations and accurate forecasting

*     Differentiate the client and its solutions from the competition

*     Collaborate to leverage the organisation to get the right resources to the right opportunities, even in the face of the most complicated challenges

*     Take accountability for all customer-facing functions, with a hands-on coaching approach

*     Develop and maintain key customer and partner relationships and implement new strategies for expanding the company's customer base

*     Ensure Sales team has skills and training around winning prospecting techniques for securing new clients, key account management, and general account maintenance and address any training gaps

*     Create a high performing diverse team through objective evaluation of talent and skills

*     Face up to people issues quickly and directly

*     Hire to a high standard and with urgency

*     Maintain a bench of candidates throughout industry and other organisations as well as internal networks

*     Set challenging goals that stretch performance levels

*     Set clear expectations and continually provide direct reports with feedback on performance and coaching to support their growth and success

2. Sales Execution

*     Ensure successful execution of the Sales model to meet or exceed bookings and revenue goals in alignment with the company's core values

*     Engage with customers to develop strong qualitative and quantitative business cases for the solutions they are selling

*     Manage overall Sales process set and appropriate metrics for Sales funnel management

*     Define and improve a sales workflow to achieve repeatable success

*     Accurate forecasting of monthly and quarterly bookings and management of a tight pipeline

*     Establish compensation, training and sales incentive programmes

*                 Inspect opportunities, understand customer situations and coach to increase success and predictability

The Person

The role will require an individual to establish a result and performance-based culture while infusing an appropriate level of process and prioritization. This executive will be a strong leader and an equally strong strategic thinker when given the responsibility of scaling the business. The VP Global Sales will be well-organised and self-motivated with intellectual horsepower to spare, focused on what's right for the business, not what's right for the individual or function. They will have an entrepreneurial mindset, excited by opening new markets and creating categories. They will demonstrate personal qualities that make them a cultural fit for the client, where they emphasise character and values as well as capabilities and results. As such, they will be a modern-day leader and manager, and a genuine inspirer of teams, embracing a growth mindset; comfortable both giving and receiving feedback and demonstrating vulnerability as a critical component to constant growth. Consistent with our clients values, they will have a deeply held sense of honesty and integrity. They will live by high standards and demand to be held accountable.

Key Personal Qualities

1. Executive Leadership

*     Entrepreneurial mindset, excited by opening new markets and creating categories

*     Strong evangelist for customers and can distil and filter customer feedback to the management team in order to drive strategic product decisions

*     Uses internal and external data to create innovative new strategies, process and products that add value

*     Relies on facts, knowing the market and the competition. Thinks deeply about choices and when faced with conflicting interests place those of the customers, the company and their people above their own

*     Anticipates change. Looks for potential issues, identifies root cause as well as proactively looking for unintended consequences

*     Takes decisions seriously and changes direction when it's the right thing to do.

Won't let bureaucracy get in the way of making decisions

*     Ability to adapt to a fast-changing environment, diverse cultures and distributed teams

*     Provides the context for decisions and makes clear how they serve the company and the customers. Confidently justifies position when challenged

*     Demonstrates ability to set the agenda by evaluating and prioritizing business needs in a changing environment

*     Knows that strong relationships bring not only great business success, but great personal fulfilment

*     Knows that 'why' the client want to achieve something is as important as 'what' they want to achieve

2. Sales Leadership

*     Inspires and motivates teams to achieve results and individuals to perform to their potential

*     Operational and strategic thinking. When it comes to scaling the business and Improving processes

*     Excellent communication and presentation skills. Must have the gravitas to build strong, trusted relationships at all levels

*     Can clearly communicate the links between company and team goals

*     Carefully defines success and is relentless about communicating that vision in terms that are simple, vivid, and compelling to their global team

*     Articulates clear tactical plans and alternatives for driving performance against strategy

3. Sales Execution

*     A strong understanding of how global enterprise companies buy critical technology

*     Develops and leverages lead and lag indicators to maintain a predictable and repeatable business

*     Incorporates feedback to make process improvements/course corrections

*     Displays operational rigor founded on thoughtful and repeatable processes

*     Sets clear priorities and executes to achieve goals linked to company strategy

*     Genuine interest in solving customer problems, creating original solutions

*     Identifies and translate business problems into the clients value prop

*     Builds and owns ecosystem - partners, personal network, other complementary vendors, CISOs, etc.

*     Experience with or open to Sales methodologies - balancing science and art of selling

— as well as planning at territory, account, opportunity and meeting level


The VP Global Sales will be a proven leader who has consistently overachieved in high growth environments and has actively contributed to building high-performance selling organizations. This person will have a demonstrated track record of excelling in a player coach role as well as recruiting, training and motivating "A+" teams of Sales executives. In addition to hiring, training, motivating and leading the Sales organization by example, the VP Global Sales will be a professional "relationship developer", an executive with a proven track record in developing and driving high quality customer relationships. The role will also require a business-oriented executive who has experience recognizing changing market dynamics and will contribute to the company strategy in a collaborative way. They are likely to have 8+ years' experience leading and selling in the security and/or data analytics ecosystem.

1. Executive Leadership

*     Experience of operating at a senior level within both corporate and early stage, high growth environments would be hugely beneficial

*     Worked in comparable sized SaaS business operating at a similar cadence (selling complicated things to complicated companies)

*     Accustomed to the demands of a UK HQ'd, fast-growth, funded business; ideally will have spent time in an HQ role as part of the executive team

*     Track record of success in hyper-growth SaaS ventures where the product and/or market is constantly evolving

*     Worked for a challenger, and shown success against a tough competitive landscape and has an appetite to do it again

2. Sales Leadership

*     A proven entrepreneurial leader, unafraid to roll up sleeves get it done lead from the front

*     Understanding of how to structure and motivate a go-to-market team, as well as overseeing all business functions including but not limited to Marketing, Customer Success, Ops, Product and Finance

*     A strong understanding of how global enterprise companies buy critical technology

*     Presents with gravitas. Will be a strong commercial leader

*     Broad, international experience with a great understanding of geographical nuances  Knowledge of and/or interest in the automotive industry and B2B/Sales & Marketing software products is a plus

*     Established network of relationships with potential customers in Financial Services and other regulated markets

*     Experience building and scaling a Sales team within emerging markets and complex buying environments

*     Experienced in metrics driven business models. Strong Sales methodology discipline. Proven success with consultative Sales models. Ability to create repeatable sustainable models

*     Experience in both startup stage and later growth stage companies

3. Sales Execution

*     Demonstrable strong track record of increasing deal value, with a keen sense of how to present sophisticated solutions-based propositions to market

*     Worked in comparable sized SaaS business operating at a similar cadence (selling complicated things to complicated companies)

*     Experienced excellence around Sales process skills and disciplines. Ability to take a planned, data-oriented and analytical approach, including a transparent and accurate forecasting process

*     Experience securing and closing multimillion $ SaaS deals within a land and expand model

*     Strong track record of increasing deal value, with a keen sense of how to present sophisticated solutions-based propositions to market

Vice President of Customer Success

Job application

You are not logged in. If you would like to retrieve your details to use below, log in to your account.

Acumin alerts

Never miss out on your next career opportunity. Have Acumin alerts sent directly to your inbox.

In our industry we understand the importance of security. We also understand that your data is your data - we will never pass it on to third parties.

Our accreditations & Partners

  • REC Member
  • VTC - Virtual Technology Cluster
  • RANT Events
  • Bloom Nepro
  • YPO
  • Crown Commerical Service
  • Disability Confident
  • ISO 9001
  • Armed Force Covenant
  • Cyber Essentials Plus
  • ISO 27001





Thank you for signing up to the acumin alerts.

Send CV

Send us your CV and have our recruiters match you to the ideal opportunities

Do you already have an account with us?

Log in

Want to have an account with us?


Want to just send us your CV?

Upload only doc, docx, odt, pdf format file.

By submitting your registration and CV to us you are agreeing to join our database and to be contacted about relevant jobs industry communications. Please read our terms of business for more information.

Password reset

If you need a reminder for your password, fill out the field below

Log in

Access your account to edit your contact details, job alerts or to upload a new CV

Thank you


Thank you for successfully uploading your CV.

Acumin Alerts


Thanks for registering for Acumin alerts.

Acumin Alerts

Unfortunately your CV could not be uploaded

Please make sure your CV is one of the following file types: doc, docx, odt, pdf, rtf

Acumin Spam

Unfortunately your submission has been declared spam. Please try again.



Thank you for submitting your vacancy.


Create an account to register your contact details, sign up for job alerts and upload your CV


Thanks for registering for Acumin alerts. To get the most out of Acumin's service why not register with us?

Upload only doc, docx, odt, pdf format file.
- Practitioner
- Commercial

I agree to the terms and conditions and to be contacted by recruiters:

I agree to receive marketing communications relevant to my job search:

I agree to receive Jobs By Email for the following professions:
- Business Continuity Management
- Counter Fraud
- Cyber Security
- Executive Management
- Governance & Compliance
- Information Security & Risk Management
- Penetration Testing & Digital Forensics
- Sales and Marketing
- Sales Engineering
- Security Management
- Technical Security
- Information/Risk Assurance
- Identity Management
- Application Security
- Security Architecture
- Dev/Sec Ops
- DV & SC Cleared Jobs
- Programme & Project Management

Submit a Vacancy

Use the form below to submit a vacancy