VP of Customer Success

This is a chance to own net revenue retention for a global EdTech platform, building and leading the Customer Success function across renewals, expansion, training and customer marketing at a stage where the numbers you deliver directly shape the company's growth trajectory.

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 renewal, churn reduction 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, particularly in the US/HSS market
- Advise the ELT 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:

- Proven track record of growing net revenue retention through renewals and upsell strategies in a SaaS business
- Strategic thinking beyond Account Management, with clear prioritisation in a complex environment and strong judgement in ambiguity
- Ability to lead and inspire with confidence for maximum revenue outcomes, and to build capability in others
- Ability to effectively identify problems with impact on NRR within and outside the CS team, and develop and implement appropriate solution sets
- 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.

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