VP Customer Success- Maternity Cover

About EDITED

EDITED is the world’s leading AI-driven retail intelligence platform. We empower the world’s most successful brands and retailers with real-time decision making power. 

By connecting internal business and external market data, EDITED infuses intelligence into every retail decision. We help retailers increase margins, generate more sales, and drive better business outcomes through AI-powered market and enterprise intelligence that fuels automation. 

At EDITED, we foster a dynamic and inclusive culture where creativity thrives and collaboration is at the heart of everything we do. Our environment is dynamic and supportive, encouraging team members to take initiative, innovate, and continuously grow. We value diversity, transparency, and a shared commitment to excellence, creating a workplace where everyone's voice is heard and contributions are recognised. 

We believe that achieving a positive work-life balance is key to driving innovation and success. Our flexible working options—including hybrid working, flexible hours and a work from anywhere policy—empower our team to perform at their best. 

The Role

Note: Our ideal start date is within the month of April, but we are flexible on specifically when. 

A dynamic and results-driven Global VP CS who will lead our global customer success strategy and team.  This role will be pivotal in driving customer retention, satisfaction, expansion, and cross-selling initiatives across our growing SaaS customer base. The Global VP CS will be responsible for building a world-class customer success organization that delivers exceptional value to our customers throughout their entire EDITED platform journey. 

The candidate will possess a demonstrated history of success in leading and scaling customer success organizations within the B2B SaaS space, and most importantly, experience in growing complex SaaS businesses from £20 to £50m ARR and beyond. This includes a demonstrated ability to enable the creation and implementation of a repeatable, scalable customer journey that drives predictability in retention, expansion and customer advocacy. Additionally, experience in building and leading high-performing customer success teams, fostering a data-driven culture, and effectively managing resources to optimize efficiency and scalability are crucial. The ability to navigate complex organizational structures, influence cross-functional stakeholders, and secure executive buy-in is also essential for success in this high-growth environment.

Responsibilities

• Lead and inspire a world-class global Customer Success team, fostering a collaborative and customer-centric culture that embodies EDITED's values.

• Develop and execute strategies to drive customer adoption, expansion, and renewal, ensuring customers extract maximum value from the EDITED platform.

• Exceed ambitious revenue targets by cultivating strong customer relationships and capitalizing on upsell and cross-sell opportunities (£2M upsell and growth revenue target).

• Secure renewals for £3.5M in existing contract revenue, laying the foundation for sustained growth and long-term customer partnerships.

• Own the financial performance of the Customer Success organization, including budget management, forecasting, and reporting on key performance indicators (KPIs).

• Champion the use of customer success technologies and methodologies to optimize efficiency, scalability, and customer satisfaction.

• Collaborate cross-functionally to ensure a seamless customer journey and advocate for customer needs across the organization, aligning with EDITED's commitment to delivering measurable value.
  

Key experience

• 7 or more years driving Customer Success in a SaaS environment, or equivalent experience

• Proven track record of building and scaling high-performing customer success teams

• Demonstrated ability to translate company strategy into clear goals and actionable plans

• Strong negotiation, objection handling, and change management skills

• Excellent communication and interpersonal skills, with the ability to connect authentically with diverse audiences.

• Technical fluency and passion for SaaS software and platforms.

• A self-starter who thrives in a fast-paced environment and proactively identifies opportunities for improvement.

• Experience collaborating with senior leadership to maintain company culture.

• A passion for (or experience with) the retail industry.

• Experience coaching and mentoring leaders at all levels.

• A track record of fostering open communication and navigating organizational change

• Exceptional organizational skills and the ability to manage multiple priorities with ease

Travel Requirements

• 2 or more days in office (if near our London or NYC Hubs)

• Once per quarter travel to London or NYC (whichever is not your "Home" Hub)

We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.