VP of Customer Success

About this role

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?

• 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.
• High ownership, high expectations – You are trusted to take initiative, make decisions and drive outcomes. Responsibility comes early, accountability is real, and results matter.
• 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.
• 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

• Own and achieve the NRR target for Customer Success across all markets, covering renewals and expansion
• Build a structure across Account Management, Training, Professional Development and Customer Marketing with clear roles and no major gaps or overlaps
• 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
• Set a clear approach for how CS uses communication and training to drive adoption and retention.
• 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:
• -
• A proven track record of growing net revenue retention through renewals and upsell strategies in a SaaS business
• Experience leading a sales or account management team to maximise revenue outcomes
• Strategic thinking beyond Account Management, with clear prioritisation in a complex environment and strong judgement in ambiguity
• The ability to identify problems with impact on NRR within and outside the CS team, and develop and implement appropriate solutions
• Executive-level communication and cross-functional influence, with the ability to work closely with senior stakeholders across the business
• How we hire
• Discovery call with a Recruiter
• Hiring manager discussion
• Case study
• Values discussion
• Leadership talk
• 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.

• See more about how we collect and process your personal data in our Privacy Notice.