Vice President, Customer Success

FGE NexantECA; London; Hybrid; GBP 100,000 - 130,000; Full time

Job summary

A leading analytics company in London seeks a Vice President of Customer Success to drive client engagement and retention. This role requires over 10 years of experience in customer success, excellent leadership skills, and the ability to work in a fast-paced environment. Competitive benefits include a hybrid working environment and career progression opportunities.

Benefits

Dynamic working environment

Hybrid working practice

Career progression & recognition

Discretionary annual bonus

Training & development programme

Employee benefits

Qualifications

• 10+ years of experience in customer success or account management.
• Proven success in B2B subscription/SaaS environment.
• Experience in industrial markets like oil or gas is desirable.

Responsibilities

• Design and lead a global customer success strategy.
• Drive customer retention and upsell opportunities.
• Recruit and manage a high-performing Customer Success Team.

Skills

Customer success management

Leadership

Communication skills

CRM tools experience

Commercial orientation

Tools

Salesforce

Gainsight

HubSpot

Job description

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Vice President, Customer Success, London

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Client:

FGE NexantECA

Location:

London, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

ce6374fc1f59

Job Views:

6

Posted:

01.08.2025

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Job Description:

Job Description

The VP of Customer Success will be responsible for building and leading the global customer success function, to ensure our clients achieve maximum value from our data and analytics products. This includes driving retention, expansion, product adoption, and customer satisfaction.

You will be both strategic and hands-on. Shaping the customer success strategy while directly engaging with customers and mentoring a growing team. You’ll also collaborate closely with sales, marketing, and product teams, to ensure our customer journey is seamless and value-driven.




Job Requirements

• 10+ years of experience in customer success, account management, or client services, with at least 3–5 years in a leadership role.
• Proven success in a B2B subscription/SaaS or data/analytics business.
• Experience serving customers in industrial or complex markets such as oil, gas, or chemicals is highly desirable.

• Strong commercial orientation; skilled at balancing retention with upsell/expansion opportunities.
• Demonstrated ability to build, mentor, and scale customer-facing teams.
• Excellent communication and relationship-building skills, from key customers to C-suite stakeholders.
• Hands-on experience with customer success and CRM tools (e.g., Salesforce, Gainsight, HubSpot).
• Comfortable working in a fast-paced, entrepreneurial, data-driven environment.
• Experience in a growth market, merging different customer journeys into a customer journey that is seamless and value driven.

Job Responsibilities

• Customer Success Strategy: Design and lead a global customer success strategy, aligned with company growth and retention goals.
• Customer Engagement: Champion a high-touch, value-led customer experience from onboarding through renewal and expansion.
• Retention & Growth: Drive customer retention, NRR (net revenue retention), and upsell/cross-sell opportunities.
• Team Leadership: Recruit, manage, and develop a high-performing Customer Success Team. Lead by example in customer-facing engagements.
• Customer Health & Insights: Establish and track customer health metrics, feedback loops, and risk indicators to proactively address issues.
• Voice of the Customer: Act as a customer advocate internally; provide structured feedback to product, sales, and business leadership.
• Process & Tools: Implement scalable processes, playbooks, and systems (e.g., CRM, CS tools) to manage the full sale lifecycle.
• Executive Relationships: Build strong senior-level relationships with strategic clients; serve as a trusted advisor and escalation point.

Job Benefits

At FGE NexantECA, we actively foster and encourage a collaborative workplace culture. We recognise success and demonstrate our commitment to our employees through a competitive range of benefits, as well as providing growth opportunities and performance-based rewards. We also understand the importance of a healthy work-life balance for all employees, and support this wherever we can.

• Dynamic Working Environment
• Hybrid Working practice: office and home working
• Fantastic career progression & recognition
• Discretionary annual bonus
• Recognition cash-bonus awards for exceptional performers
• Training & development programme
• Extensive range of employee benefits