FeedbackFruits

VP Customer Success

FeedbackFruits

full-time

Posted on:

Location Type: Hybrid

Location: Amsterdam • Netherlands

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Job Level

Lead

About the role

  • 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
  • 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.
  • 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.
  • 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.
  • 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.

Requirements

  • 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.
Benefits
  • 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)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
user adoption strategycustomer retentionchurn reductionpost-sales operating modelsuccess metricsNet Revenue Retention (NRR)Net Promoter Score (NPS)data-informed decision-makingoperational efficiencycustomer insights
Soft Skills
senior leadershipcross-functional leadershipclear communicationstrategic thinkingoperational detailcoachingaccountabilityculture of ownershipcontinuous improvementinfluence without hierarchy