VP Customer Success

As FeedbackFruits scales, the post-sales journey has become more complex - spanning implementation, adoption, support, renewal, and expansion across a diverse Higher Education customer base. Today, these functions are led by strong domain leaders. We are looking for one senior owner who brings them together into a coherent, outcome-driven post-sales system.

The VP Customer Success is accountable for ensuring customers adopt FeedbackFruits deeply, realize value quickly, and continue to renew and expand over time. This role owns the full post-sales lifecycle and ensures that customers experience FeedbackFruits as one connected journey. This role (part of senior leadership team) is for someone who knows how to scale adoption, reduce churn, and professionalize post-sales operations in a growing B2B/B2G SaaS company.

While strong foundations exist, the post-sales function today lacks consistency in execution, clear ownership across teams, and a well-defined operating rhythm. One of the key challenges in this role is to bring structure, clarity, and performance standards across the full customer journey.

What you’ll do:

Adoption, Retention, and Expansion

• Own the full post-sales organisation, including Partner Success, Implementation, and Product/User Support.

• Direct accountability for user adoption, time-to-value, retention, renewals, and expansion across the customer base.

• Implement a successful user adoption strategy, ensuring it is measurable, repeatable, and scalable.

• Identify and address root causes of churn, working cross-functionally to reduce avoidable attrition.

• Collaborate with the Sales team to build a repeatable and scalable conversion process for paid short-term pilots to become multi-year ARR contracts

Post-Sales Operating Model

• Design and execute a post-sales operating model that aligns roles, responsibilities, processes, and handovers across the customer lifecycle.

• Ensure Implementation, Partner Success, and Product/User Support work as one system, with shared goals and clear ownership.

• Balance customer experience quality with operational efficiency, making conscious trade-offs as the company scales.

• Define what “good” looks like across each stage of the customer journey, and ensure this is consistently executed across teams.

• Continuously improve tooling, workflows, and processes to support scale without degrading customer experience.

Senior Leadership

• Lead and develop senior leaders across Partner Success, Support, and Implementation

• Providing clear direction, coaching, and accountability to global team

• Set clear expectations, success metrics, and decision-making authority within and across teams.

• Build a culture of ownership, learning, and continuous improvement across the post-sales organization.

Cross-Functional Partnership

• Be the voice of the customer - ensuring customer insights are shared with and inform Product, Engineering, and GTM priorities.

• Partner closely with Product and Engineering to improve adoption, reduce support friction, and influence product roadmap decisions.

• Work with Sales and Marketing to ensure smooth transitions from pre-sales to post-sales and to support expansion opportunities.

• Represent post-sales outcomes and risks in SLT discussions and strategic planning.

Measurement, Insight, and Improvement

• Define and own success metrics:

  • Net Revenue Retention (NRR)

  • Net Promoter Score (NPS)

  • Churn value

  • Adoption rate

  • Pilot to paid contract conversion rate

  • Time-to-value

  • Support efficiency and quality

• Use data and customer insight to guide decisions, prioritize initiatives, and measure impact.

• Create transparency around performance and health across the customer base.

What you bring:

• Senior leadership experience, including the management of a 15+ person team, in Customer/Partner Success or closely related post-sales function within a B2B or B2G SaaS environment.

• 3+ years experience in 2nd line management (leading leaders) and managing multiple post-sales teams.

• Proven results scaling user adoption and reducing customer churn.

• Strong understanding of how Implementation, Partner Success, and User/Product Support collectively drive customer retention and expansion.

• Experience operating in scale-ups where structure exists but needs to be significantly elevated, including bringing clarity, consistency, and accountability to underdefined environments.

• Strong cross-functional leadership skills, able to influence Product, Engineering, and Commercial teams without relying on hierarchy.

• Data-informed, pragmatic decision-maker, comfortable acting with imperfect information.

• Clear, direct communicator who creates alignment and focus across senior stakeholders.

• Able to move fluently between strategic thinking and operational detail when needed.

What you get:

• 25 paid holidays per year

• Hybrid work schedule (3 days onsite)

• A day off for your birthday

• Advantageous pension scheme

• 3 days of volunteering leave per year

• €550 Learning & Development budget per year as well as 3 days paid leave for learning purposes

• Travel allowance and Swapfiets subscription

• Free access to office gym

• Unlimited access to mental health support with OpenUp service (within the EU, US, and AUS)