Head of Customer Success | CCO @ VC backed company

Retention · Expansion · NRR · Onboarding

This is not a job posting for one specific company. XAnge is a VC firm: we keep a curated pool of senior profiles and introduce them to our portfolio startups when the right role opens up. This page describes what a Head of Customer Success / CCO role typically looks like across our portfolio.

Work at an XAnge portfolio startup

You would join one of XAnge’s 80+ portfolio companies: fast‑growing European tech startups building meaningful products across B2B SaaS, Healthtech, Fintech, Climatetech and beyond. These are scale‑ups where keeping and growing customers drives durable, capital‑efficient growth, with small, ambitious teams where ownership is real, decisions are fast, and your impact is visible from day one. Every company in the pool is backed by XAnge (Siparex Group) and surrounded by a community of 80+ founders and operators to lean on.

The team and why we need you

As Head of Customer Success / CCO, you typically join a B2B SaaS company that has won its first customers and now needs to retain and expand them. You might build the CS function from scratch or scale an existing team. You own retention and expansion, report directly to the CEO/founders, and work closely with Sales, Product and Support.

Why we need you

In SaaS, net revenue retention often matters as much as new sales, and protecting and growing the existing base is the challenge.

Your goals as Head of Customer Success / CCO

Your mission is to turn customers into long‑term, growing partners. Typically, you will:

1. Design the customer journey: onboarding, adoption, QBRs and renewal motions that protect retention.
2. Drive expansion revenue through land‑and‑expand and upsell motions with Sales.
3. Own the KPIs the board tracks (NRR, GRR, churn, NPS, CSAT) and turn them into action.
4. Recruit, structure and coach the CS team through growth.

Who we’re looking for

We care about track record and mindset, not pedigree. 10+ years is a guideline, not a hard rule: exceptional profiles below that threshold are welcome.

Preferred experience

You have led CS in a B2B SaaS context (50 to 500 employees) and grown a CS team through hypergrowth.

Hard skills

• Retention and expansion playbooks (onboarding, QBR, renewals)
• Metrics (NRR, GRR, churn, NPS, CSAT)
• Tooling (Gainsight, ChurnZero, Intercom, Zendesk or equivalent)
• Upsell and land‑and‑expand motions
• Account management

Soft skills

• Customer empathy
• Cross‑functional collaboration (Sales, Product, Support)
• Data‑driven
• Coaching and team leadership
• Calm under pressure

Also relevant roles

VP Customer Success, Chief Customer Officer, Head of Account Management