Vice President of Customer Success

2 days ago

London Area, United Kingdom CRU Full time £80,000 - £120,000 per year

About CRU:

CRU International is a leading provider of business intelligence and consulting services in the metals, mining, and fertilizer industries. With over 50 years of experience, we offer valuable insights and analysis that help our clients make informed decisions in an ever-changing global market.

About the role:

As Vice President of Customer Success, you will lead a global, high-performing, data-driven team responsible for creating an excellent customer experience, delivering outcomes, and driving mutual value. You will define and execute CRU's Customer Success strategy, own retention and expansion performance, and act as a trusted adviser to strategic customers while driving cross‑functional alignment across Sales, Product and Marketing. You will champion CRU's values of integrity, collaboration, excellence, and client focus.

Key Responsibilities:

  • Define and execute CRU's Customer Success strategy aligned to measurable customer and commercial outcomes
  • Drive Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) performance through risk identification, mitigation and expansion management
  • Lead, coach and scale a high‑performing global team; set clear direction, playbooks and career paths to build a customer‑centric culture
  • Build and continually improve the Customer Success data foundation (dashboards, health models, forecasts)
  • Design and roll out playbooks, workflows and automation to improve onboarding, value realisation and renewals
  • Drive cross‑functional alignment with Sales (handovers, account planning), Product (outcomes, roadmap) and Marketing (advocacy)
  • Serve as a trusted adviser to strategic customers; lead critical escalations and post‑mortems
  • Champion the voice of the customer through structured feedback loops to influence product and go‑to‑market priorities

Skills & Experience:

  • 5–10+ years in post‑sales leadership (Customer Success, Account Management, Professional Services or Support)
  • Proven ownership of GRR/NRR with a track record of improving retention and expansion at scale
  • Experience building and scaling customer journeys, success plans, QBR/EBR programmes and risk/renewal frameworks
  • Experience implementing and optimising the Customer Success tech stack and analytics
  • Demonstrable experience recruiting, developing and leading high‑performing teams
  • Deep understanding of subscription economics and retention drivers (cohorts, adoption, risk signals)
  • Strategic operator with strong programme management and process design skills
  • Executive communication and stakeholder influence; effective with C‑suite and board‑level audiences
  • Analytical and data‑driven; adept at building dashboards, forecasts and health models; strong problem‑solving skills
  • Change management and continuous improvement mindset; able to scale playbooks and digital motions
  • Experience establishing digital/tech‑touch motions (automation, in‑app guidance, education, community)
  • Collaborative and proactive working style; effective at resolving cross‑functional conflicts
  • Talent development, coaching and performance management; builds an inclusive, high‑accountability culture

What We Offer:

  • Competitive salary and flexible benefits package.
  • Opportunities for professional growth and development as part of a global company.
  • A collaborative and supportive work environment.
  • The chance to work with industry-leading experts and over a diverse range of topics and projects.

  • Vice President

    7 hours ago

    London Area, United Kingdom Panthera Partners Full time

    Panthera Partners is working with an elite and international boutique investment bank, to hire a Vice President for their Infrastructure Debt Advisory team in London. The firm has built a high-performing team and excellent reputation, partnering with tier-one funds to advise them on the most prominent core infrastructure, utilities, renewable energy, and...

  • Vice President

    2 weeks ago

    London Area, United Kingdom Metis - Advisory Ltd Full time

    About the CompanyA leading global insurance brokerage firm, recognised for its client-centric approach and consistent double-digit organic growth.Key Facts:Headquarters: United StatesGlobal Revenue: Multi-billion USDEmployees: Thousands across multiple global locationsClients: Corporate Real EstateRole SummaryAs Vice President within the Transaction...

  • Vice President Of Sales

    1 week ago

    London, United Kingdom TieTalent Full time £150 - £200

    Join to apply for the Vice President Of Sales role at TieTalent3 days ago Be among the first 25 applicantsJoin to apply for the Vice President Of Sales role at TieTalentA specialist global photonics organisation is seeking an accomplished senior sales leader to take on the role of Vice President of Sales, based in the UK. With businesses at the forefront of...

  • Vice President Of Sales

    1 day ago

    London, United Kingdom TieTalent Full time £150 - £200

    Join to apply for the Vice President Of Sales role at TieTalent3 days ago Be among the first 25 applicantsJoin to apply for the Vice President Of Sales role at TieTalentA specialist global photonics organisation is seeking an accomplished senior sales leader to take on the role of Vice President of Sales, based in the UK. With businesses at the forefront of...

  • Vice President of Sales

    2 weeks ago

    London Area, United Kingdom MANNING SERVICES LIMITED Full time £800,000 - £1,200,000 per year

    This is an exciting opportunity with one of our multi national clients (A Digital Solutions & Analytics company) for a Vice President Sales. In this role, you would be responsible for bringing new business in the Insurance sectorRole Title: Vice President, UK & Europe Sales Lead - InsuranceLocation: London, United Kingdom (Flexible hybrid working)Employment...

  • Vice President

    5 days ago

    London Area, United Kingdom Kx Advisors Full time £100,000 - £150,000 per year

    Kx Advisors is seeking an experienced Vice President with proven business development, client management, and team management skills to drive the success of the practice. Kx Advisors provides strategic support to executives at leading Pharmaceutical and Medical Device companies. Our work leverages primary research, data analysis, and...

  • Vice President

    4 days ago

    London Area, United Kingdom f3-b750-4ce3-ba72-edf5ffeaad29 Full time £80,000 - £120,000 per year

    About the CompanyA leading global insurance brokerage firm, recognised for its client-centric approach and consistent double-digit organic growth.Key Facts:Headquarters: United StatesGlobal Revenue: Multi-billion USDEmployees: Thousands across multiple global locationsClients: Corporate Real EstateRole SummaryAs Vice President within the Transaction...

  • Group Vice President, UKI

    1 week ago

    London, United Kingdom C3 AI Full time £150 - £200

    Join to apply for the Group Vice President, UKI role at C3 AIJoin to apply for the Group Vice President, UKI role at C3 AIGet AI-powered advice on this job and more exclusive features.C3 AI (NYSE: AI), is the Enterprise AI application software company. C3 AI delivers a family of fully integrated products including the C3 Agentic AI Platform, an end-to-end...

  • Vice President of Sales

    1 week ago

    London Area, United Kingdom MANNING SERVICES LIMITED Full time

    This is an exciting opportunity with one of our multi national clients (A Digital Solutions & Analytics company) for a Vice President Sales. In this role, you would be responsible for bringing new business in the Insurance sectorRole Title: Vice President, UK & Europe Sales Lead - Insurance Location: London, United Kingdom (Flexible hybrid working)...

  • Vice President

    2 weeks ago

    London Area, United Kingdom Jefferies Full time £90,000 - £120,000 per year

    Job Title:Vice President – Investment Banking (Industrials)Location:London, United KingdomAbout JefferiesJefferies is a leading global, full-service investment banking firm that provides investors, companies, and governments with a full range of advisory and capital markets services. With a long-standing presence in the UK and Europe, Jefferies continues...