VP Customer Success and Delivery

Location: Europe (Copenhagen preferred)
Sector: Industrial SaaS / Manufacturing Technology
Reporting to: VP Revenue
 

About the company

Our client is a manufacturing intelligence software business. Their platform gives manufacturers real-time visibility of what is happening on the production line, tracking overall equipment effectiveness, downtime and quality, and it is typically live within a single shift rather than requiring a lengthy IT project. It is currently used across approximately 600 plants in 40 countries by manufacturers in food and beverage, pharmaceuticals and packaging.

The business has recently completed a majority investment from a European growth investor. The two existing institutional shareholders chose to reinvest significantly alongside the incoming majority owner, and the leadership team remains in place with the full support of the board. That combination of a new majority investor, continued backing from those who know the business best, and an unchanged leadership team says a good deal about the confidence behind the next phase.

The investment case rests on growth within the existing customer base, and this role owns it.
 

The opportunity

The VP Customer Success and Delivery leads Customer Success, Project Management and Delivery, and will build a Professional Services capability into a revenue line with its own margin. The role also carries commercial accountability for expansion across the install base, taking customers from initial deployments through to multi-site, regional and global relationships.

This is a build rather than a handover. The post-sale organisation is small today and there is no customer success platform in place. The successful candidate will hire a Customer Success Director, a Project Director and a Professional Services Director, and will establish the methodology and governance the function operates on.
 

What you will be measured on

• Expansion revenue across the existing customer base
• Retention and churn, including the variance between regions where the playbook is well established and where it is not
• Progression of strategic accounts from single-site deployments to multi-site and global standards
• Implementation speed, predictability and quality
• Professional Services established as a sold offering with revenue and margin attached

Key responsibilities

• Develop account growth strategies across additional production lines, sites, divisions and geographies, with proper forecasting and close alignment with Sales
• Map how each enterprise customer makes its decisions, centralised or decentralised, and build executive sponsorship at chief operating officer and transformation level rather than at site level
• Establish customer health, risk management and Executive Business Review disciplines
• Create implementation methodology and governance for complex multi-site international rollouts
• Define clear ownership and handovers across Sales, Solutions, Project Management, Delivery and Customer Success
• Build a Professional Services offering spanning implementation, operational improvement, training, enablement and value engineering
• Develop repeatable playbooks covering pilot, site deployment, multi-site rollout and global standardisation
• Recruit, develop and lead an international team as the organisation continues to scale

About you

Essential

• Senior leadership experience across Customer Success, Delivery or Professional Services, ideally a combination of these
• Commercial ownership of net revenue retention, renewals or expansion revenue, with figures you can speak to in detail
• A track record delivering complex enterprise implementations across multiple sites and countries
• Experience building methodology and structure rather than only operating within it
• Credibility with operations leadership inside large manufacturing organisations
• Comfortable leading a distributed team across European and United States time zones

Preferred

• A background in manufacturing operations software, whether MES, MOM, manufacturing intelligence, CMMS, EAM or quality
• Experience establishing or scaling a Professional Services function

Package and location

A competitive base and bonus, alongside an equity package which could be worth seven figures should the growth plan be delivered.

The role can be based anywhere in Europe. Copenhagen is preferred, with relocation support available and access to the Danish expatriate tax scheme. The United Kingdom, Ireland, the Nordics, DACH and Benelux will all be considered.

For more information, or to discuss the opportunity confidentially, please contact Victoria Rybak at FMC Talent.

Reference Number: 22954