VP of Customer Success

This is not a typical Customer Success role. You'll own net revenue retention across renewals, expansion, training, and customer marketing for a global customer base, with a direct line into shaping the product itself.
We're a 125-person EdTech scale-up powering learning in 140+ countries, helping students and teachers thrive through an intelligent platform that combines rich, interactive pedagogy with smart AI and data.
Why join Kognity?
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Work on problems that matter – Your work directly influences the lives of teachers and students in over 140 countries. The scale is global, and the outcomes are tangible.
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High ownership, high expectations – You are trusted to take initiative, make decisions and drive outcomes. Responsibility comes early, accountability is real, and results matter.
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A fast-moving, high-performing team – You will work with smart, driven colleagues across the globe on complex problems. Standards and expectations are high, feedback is direct, and the pace is fast.
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Continuous growth is the baseline – Everyone is expected and supported to learn quickly, improve constantly and raise their own bar. If you enjoy responsibility, momentum and meaningful challenge, you will thrive here.

What you'll do:

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Own and achieve the NRR target for Customer Success across all markets, covering renewals and expansion
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Build a structure across Account Management, Training, Professional Development and Customer Marketing with clear roles and no major gaps or overlaps
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Own, develop and implement the CS strategy and post-sales processes across markets, with full decision-making authority over prioritisation, team structure and resource allocation
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Set a clear approach for how CS uses communication and training to drive adoption and retention.
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Advise the leadership team on Customer Success strategy and forecasts alongside the CRO, and lead cross-team collaboration with Sales, Marketing, Product, Content and Enablement
What we're looking for:
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Proven track record of growing net revenue retention through renewals and upsell strategies in a SaaS business
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Strategic thinking beyond Account Management, with clear prioritisation in a complex environment and strong judgement in ambiguity
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Ability to lead and inspire with confidence for maximum revenue outcomes, and to build capability in others
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Ability to effectively identify problems with impact on NRR within and outside the CS team, and develop and implement appropriate solution sets
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Executive-level communication and cross-functional influence, with the ability to work closely with senior stakeholders across the business
How we hire
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Discovery call with a Recruiter
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Hiring manager discussion
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Case study
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Values discussion
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Leadership talk
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References
Every qualified person will be evaluated regardless of age, gender, identity, nationality, ethnicity, sexual orientation, disability status or religion. We're committed to building a diverse, inclusive team and welcome people of all backgrounds, experiences, perspectives, and abilities.