VP Customer Success recruitment

Companies use this title for at least three different jobs: building the operating model, fixing churn, or driving expansion revenue commercially. Each implies a different hire.

We settle at intake who owns the renewal number, who owns expansion, whether the leader also owns support or onboarding, and what the board expects to see improve within four quarters.

At Series A this leader is often player-coach: two or three CSMs, the largest accounts held personally, and every process still to be written. At Series C the role is genuinely managerial, with regional structure, forecasting rigour and a defined relationship to sales.

AI companies add a particular complexity: value depends on customers changing how work is done, so post-sales carries adoption risk that traditional SaaS leaders may not have managed before.

Retained or exclusive, with a mapped market, a longlist reviewed with you and a shortlist of three to five appointable candidates, each with a written rationale and reference themes. Interview processes for this appointment typically include a written ninety-day retention plan, which we brief candidates to prepare.