VP of Customer Success

Tellent is a fast-scaling multi-product HR technology platform empowering People teams globally. As we grow across Europe and beyond, Customer Success is central to our long-term mission.

We are seeking our first VP of Customer Success to lead our global CS function and serve as a strategic partner to the CRO. This high-impact role holds end-to-end ownership of Net Revenue Retention (NRR), churn reduction, and customer lifecycle excellence.

You will have the mandate to design and build a world-class, predictable, and data-driven CS operating system from the ground up, ensuring our customers fully adopt and realize value from the entire Tellent suite. This is a unique opportunity to own and build a modern, scalable CS function within a quickly scaling multi-product SaaS environment.

What you'll own

As our first VP of Customer Success, you will define and execute the global strategy to maximize customer value and drive exceptional retention outcomes across our B2B SaaS platform.

1. Global retention & revenue ownership:

2. Own and drive Net Revenue Retention (NRR) across all customer segments and geographies.

3. Design and implement a structured, predictable 180-day renewal cycle and forecasting model.

4. Partner with Sales to identify and capture expansion, cross-sell, and upsell opportunities.

5. Build & scale the CS organization:

6. Unify, professionalize, and scale our Customer Success function globally, replacing localized approaches with a single, high-leverage operating model.

7. Develop role clarity, career paths, capacity planning, and playbooks that ensure consistent, high-quality customer experiences.

8. Attract, develop, and retain a high-performing global CS team.

9. Value realization & predictive insights:

10. Develop and operationalize a comprehensive, data-driven customer health scoring model using adoption, usage, and engagement signals.

11. Implement early-warning and risk prediction models (churn signals) to drive proactive, automated, and human-touch risk mitigation strategies.

12. Ensure CSMs elevate conversations through structured Executive Business Reviews (EBRs) that clearly articulate ROI and product value realization.

13. Operational excellence & scaled delivery:

14. Establish Customer Success Operations (CS Ops) as a core, data-driven capability, defining the CS tech stack, reporting, and standardized data governance.

15. Design and launch a Digital Customer Success (DCS) model to efficiently support long-tail customers through automation, in-app guidance, and self-service.

What success looks like (12–18 Months)

• The Customer Success function is recognized as a strategic driver of growth and retention.
• Material improvement in NRR across all key regions and segments.
• A unified Global CS Operating Model is fully embedded, with consistent playbooks and clear role expectations for all teams.
• Customer Health Scoring and predictive churn signals are operational and driving effective risk mitigation strategies.
• The 180-day renewal process is the standard, creating predictability and visibility in retention forecasting.
• Digital CS programs are demonstrably reducing manual workload while increasing reach and adoption for long-tail customers.
• The CS team is seen as a strategic partner by Sales and Product, successfully driving high-value conversations and broader adoption of our multi-product suite.

Who you are

• 8+ years of Customer Success leadership experience in a B2B SaaS environment, ideally with multi-product or platform solutions.
• Proven track record of building, transforming, and scaling a high-performing CS organization, with a focus on operational excellence, process design, and systems-driven growth.
• Demonstrated ability to drive business outcomes including increasing Net Revenue Retention (NRR) and significantly reducing churn at scale through data-driven strategies for renewals, customer health, and churn signals.
• Exceptional communicator with executive presence and a strong ability to align internal and external stakeholders through compelling business storytelling.
• Strong cross-functional leadership instincts, comfortable partnering closely with Sales, Product, Marketing, and Operations to champion the customer journey.
• Comfortable and successful in fast-growth, high-change environments, thriving on creating clarity, structure, and predictable outcomes.

What we offer*

• A pivotal leadership role reporting directly to the CRO.
• Ownership and autonomy to build a modern CS organisation from the ground up.
• Competitive compensation package.
• A dynamic, ambitious, and international working environment.
• €1,500 annual training budget plus internal training.
• Pension plan, travel reimbursement, and wellness perks.
• 28 paid holiday days + 2 additional wellness days to relax in 2026.
• Work from anywhere for 4 weeks/year.
• Apple MacBook and tools.

*benefits can differ based on location