Senior Vice President, Customer Success (London)

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About the Role

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.

What You'll Be Doing:

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

What We're Looking For:

Must-have

• 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-have

• 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

Why Join Us?

• 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

What Success Looks Like

• Strong, predictable net revenue retention

• Scalable Customer Success function ready for the next stage of growth

• Deep executive relationships with our most strategic customers

• Clear customer insight shaping product and commercial decisions

At the heart of our company is EA DNA -the essence that connects our six core values and shapes how we work every day. It guides every decision, behaviour and interaction, and defines the way we do business. When you join us, you become part of a team that truly lives these values: People First, Customer at Our Core, Think Commercially, One Team, Own It, and Urgency. These principles shape your experience here-how we support you, how we work together, and how we deliver for our customers.

This role is hybrid, with Monday to Thursday spent in our offices and Friday working remotely.

How to Apply:

Interested candidates are invited to submit their resume, in English, and a brief cover letter explaining why they are the perfect fit for this role.

EnterpriseAlumni is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Follow us on LinkedIn to stay up to date on Company news: https://www.linkedin.com/company/enterprisealumni/

NO RECRUITERS PLEASE.