VP Customer Success & Delivery

VP Customer Success & DeliveryLocation: Europe (Copenhagen preferred)Sector: Industrial SaaS / Manufacturing TechnologyReporting to: VP RevenueCannot consider candidates from France, Spain, Portugal, Italy or US West Coast. About the companyOur 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 opportunityThe 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 onExpansion revenue across the existing customer baseRetention and churn, including the variance between regions where the playbook is well established and where it is notProgression of strategic accounts from single-site deployments to multi-site and global standardsImplementation speed, predictability and qualityProfessional Services established as a sold offering with revenue and margin attached Key responsibilitiesDevelop account growth strategies across additional production lines, sites, divisions and geographies, with proper forecasting and close alignment with SalesMap 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 levelEstablish customer health, risk management and Executive Business Review disciplinesCreate implementation methodology and governance for complex multi-site international rolloutsDefine clear ownership and handovers across Sales, Solutions, Project Management, Delivery and Customer SuccessBuild a Professional Services offering spanning implementation, operational improvement, training, enablement and value engineeringDevelop repeatable playbooks covering pilot, site deployment, multi-site rollout and global standardisationRecruit, develop and lead an international team as the organisation continues to scale About youEssentialSenior leadership experience across Customer Success, Delivery or Professional Services, ideally a combination of theseCommercial ownership of net revenue retention, renewals or expansion revenue, with figures you can speak to in detailA track record delivering complex enterprise implementations across multiple sites and countriesExperience building methodology and structure rather than only operating within itCredibility with operations leadership inside large manufacturing organisationsComfortable leading a distributed team across European and United States time zonesPreferredA background in manufacturing operations software, whether MES, MOM, manufacturing intelligence, CMMS, EAM or qualityExperience establishing or scaling a Professional Services function Package and locationA 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