Senior Vice President, Customer Success (London)
About The Position
Enterprise Alumni is the market leading Alumni engagement platform, building a category-defining environment for alumni and professional networks focusing on the financial sector. As we scale globally, Customer Success is central to our growth strategy. We’re looking for a Senior Vice President of Customer Success to lead and scale our global CS organisation. This is an executive role with clear ownership of retention, expansion, and customer value, working closely with Sales, Product, and Engineering to turn customer outcomes into predictable growth. Based in London, you’ll lead a distributed team across Europe and the US, operating at the intersection of enterprise SaaS and financial-sector expectations.
Requirements
- 12+ years in Customer Success, Account Management, or Client Services
- 5+ years in a senior leadership role within B2B SaaS
- Proven experience owning retention, renewals, and expansion revenue
- Experience scaling teams in a VC-backed or high-growth environment
- Track record managing distributed teams
- Comfortable working with enterprise customers and regulated industries
Nice To Haves
- Experience in financial services, professional networks, or alumni platforms
- Familiarity with GDPR, SOC 2, ISO 27001, or similar standards
- Experience partnering with Product in a product-led growth environment
Responsibilities
- Own growth through customers
- Lead global strategy for retention, renewals, expansion, and adoption
- Own key metrics including NRR, churn, expansion revenue, onboarding time, and customer health
- Partner with Sales on forecasting, renewals, and account expansion
- Build and scale a world-class CS organisation
- Hire, develop, and lead high-performing teams across time zones
- Build strong management layers, playbooks, and operating rhythms
- Create clear career paths and performance standards as we scale
- Be the executive voice of the customer
- Build trusted relationships with senior stakeholders at financial institutions and alumni networks
- Personally sponsor strategic and at-risk enterprise accounts
- Represent customer insights at exec, board, and investor level
- Influence product and company direction
- Partner closely with Product and Engineering to shape roadmap priorities
- Translate customer feedback into scalable product and process improvements
- Ensure customer experience aligns with financial-sector expectations around data, security, and compliance
- Design for scale
- Implement systems, tooling, and data to support a fast-growing SaaS business
- Create repeatable, global CS models while allowing for regional nuance
- Balance speed, quality, and consistency in a high-growth environment
Benefits
- Direct impact on revenue, product direction, and company strategy
- Work with sophisticated enterprise customers in the financial sector
- Lead a global team during a critical scale-up phase
- Competitive compensation, meaningful equity, and long-term upside
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Education Level
No Education Listed
