VP of Success

Yodeck is a fast-growing Software as a Service (SaaS) company that is laser focused on disrupting the $23B digital signage industry. Yodeck's affordable, easy to use, and feature rich solution has been developed to democratise digital signage and empower businesses around the world. 

Since its introduction in 2016, Yodeck has powered over 160,000 screens across every type of business, from restaurants and retail stores to schools, stadiums, and conference halls. As one of the top 5 digital signage SaaS platforms globally, Yodeck is looking for curious and smart people to help us drive even faster growth.

The VP of Customer Success is responsible for the global direct customer lifecycle post sale, owning retention, expansion, and customer advocacy across all segments (SMB, Mid Market & Enterprise). Reporting to the SVP Sales, this role will lead regional teams in the Americas and Rest of World to drive world class outcomes through a combination of 1 to many programs (SMB's) and 1 to 1 relationship management (Mid-Market and Enterprise).

This is a mission critical role in Yodeck's GTM structure, responsible for safeguarding and growing our recurring revenue base. You'll design and scale the processes and systems that ensure every customer, regardless of size or location, receives the right level of engagement and value realisation throughout their journey. The VP of Customer Success will lead a global team of RVP's and CSMs, with a strong focus on improving Net Revenue Retention (NRR), Gross Revenue Retention (GRR), product adoption, and customer satisfaction.

Success in this role requires a highly strategic leader who also excels at operational execution. You will establish and monitor KPIs, implement health scoring models, and collaborate with Product, Marketing, and Support to ensure a seamless customer experience. You'll also work with Sales to define expansion plays and with Ops to ensure scalable processes that support our growth trajectory.

As Yodeck continues to scale globally, this role is foundational to ensuring long-term customer value, improving upsell/expansion efficiency, and building a base of highly engaged advocates who amplify our market presence.

• Build a scalable customer success strategy across SMB, Mid Market, and Enterprise segments.
• Define customer health, onboarding, renewal, and upsell processes, proactively addressing risks and opportunities.
• Manage regional teams responsible for customer relationships, retention, GRR and NRR.
• Drive adoption, value realisation, and customer advocacy programs.
• Lead cross functional initiatives to reduce churn and increase satisfaction (CSAT, NPS).
• Align closely with Product and Support for proactive issue resolution and roadmap feedback.
• Manage renewals and identify upsell/cross sell opportunities.

Requirements

• 5+ years in customer success, account management, or post sales roles in SaaS, with at least 3 years at a senior leadership level.
• Experience overseeing both high-touch (mid market/enterprise) and scaled (SMB/ PLG) customer success models.
• Proven ability to lead and scale global teams (Americas and Rest of World).
• Demonstrated success in driving high retention, net revenue retention, and expansion within a subscription based business.
• Track record of building customer advocacy programs and managing customer health metrics.
• Strong operational skills, including process development, KPI management, and customer journey mapping.
• Experience working cross functionally with sales, product, and support to improve customer outcomes.
• Proficiency with customer success platforms and CRM systems.

Benefits

• Competitive salary package
• Company-wide bonus scheme and a great Stock Option plan
• Individual training budget for professional development and continuous training
• Impressive benefits package, incl. office gym, nutritionist, meal vouchers and much more
• Private medical insurance plan
• Exciting & friendly surrounding
• International, fast-paced and flexible working environment
• Commuting expenses
• Equal opportunity and workplace diversity

As part of our dedication to the diversity of our workforce, Yodeck is committed to Equal Employment Opportunity. Our people are our strongest asset and we acknowledge that all we have achieved so far is the solid outcome of our people's contributions.