Vice President of Customer Success

Overview

Hadfield Green, a flourishing SaaS scale-up based in Dublin, is looking for a Vice President of Customer Success to spearhead their customer satisfaction, retention, and engagement initiatives. This role offers a strategic chance to influence the company's growth and customer relations while selling to a global SMB client base.

Key Responsibilities

• Enhance customer experience by increasing the Net Promoter Score (NPS) from 18% to 30% and improving Customer Satisfaction (CSAT) metrics across the organization.
• Decrease customer churn, currently at 2% monthly, by revolutionizing onboarding procedures and enhancing engagement processes.
• Expand revenue streams through effective upselling and cross-selling opportunities within an SMB customer base of approximately 3,000 accounts.
• Develop and scale efficient, data-driven processes and lead a high-performing customer experience team to meet organizational goals.
• Encourage collaboration across departments including Sales, Product, and Marketing to align strategies and deliver superior customer outcomes.

Candidate Profile

• Demonstrated leadership experience in customer-centric roles within startups or scale-ups employing between 50 and 500 staff members.
• Strong expertise in improving customer retention rates and satisfaction levels specifically for SMB clients.
• Proficient in driving revenue growth by leveraging renewals and customer engagement tactics.
• Skilled in designing and implementing scalable, data-driven customer journey improvements.
• Energetic, visionary leader with the ability to motivate teams and sustain focus on delivering exceptional customer success outcomes.

What We Offer

• Opportunity to significantly influence the company’s customer success strategy and growth trajectory.
• Equity options available, enabling participation in the business’s future success.
• A collaborative workplace culture centered on innovation, customer-first principles, and entrepreneurial spirit.
• Chance to lead and develop the customer experience team aligned with your vision and goals.

Additional Information

Hadfield Green is an equal opportunity employer welcoming applicants from all backgrounds. We prioritize inclusivity and are prepared to provide accommodations for candidates with disabilities or impairments upon request. This role is vital to help achieve the company's goals for steady growth and successful future exit plans projected for 2025–2026.