VP of Customer Success

Shape how 700+ brands and retailers grow in a global ecommerce landscape.

At PriceShape, we help more than 700 ambitious brands and retailers turn real-time market insights into smarter pricing, product positioning, and profitable growth. Our SaaS platform analyzes data from over 800,000 e-commerce businesses globally, giving our customers an unmatched view of the competitive landscape, down to assortment, availability, and price movements.

With strong momentum across 25+ markets and backing from growth equity investor CoPilot Capital, we’re building the global category leader in ecommerce pricing intelligence. Now, we’re looking for a strategic, commercially minded VP of Customer Success to lead our next chapter of customer value creation and scalable growth.

The opportunity

You’ll take full ownership of our Customer Success function, leading a team of 13 CSMs across three teams and two experienced Team Leads. You’ll evolve the structure, segmentation, performance model, and tech stack to scale our impact while staying close to the customer and business outcomes.

This is a high-impact role where Customer Success is viewed as a core revenue driver, not just a support function. You’ll report directly to the CEO, sit on the extended leadership team, and work closely with Sales, Marketing, Product, and Support to strengthen value delivery, retention, and expansion across our growing global customer base.

Your key responsibilities

• Own and evolve the CS vision, strategy, and operating model as we scale across markets and customer tiers.
• Define and track key performance metrics, including NRR, churn, time to value, and product adoption.
• Lead and grow the CS organisation, with full accountability for structure, talent, performance, and development.

• Strengthen our segmentation model and customer journey playbooks, tailored to our ICP with different customer groupings and commercial opportunities.
• Optimize processes and tooling for scalability and automation, particularly around HubSpot, our lifecycle management, and reporting capabilities to upper management and the board.
• Lead CS forecasting, planning, and cross-functional alignment on lifecycle initiatives and revenue growth.

• Act as the structured voice of the customer, feeding insights into our product roadmap, pricing models, and go-to-market strategy.
• Collaborate tightly with Sales and Marketing to ensure a seamless, value-driven customer journey—from onboarding to renewal and upsell.
• Work with Product to align product usage, education, and roadmap feedback loops with customer goals.

Preferred qualifications

• 5+ years in Customer Success or a related commercial function within B2B SaaS, including 2+ years in leadership roles.
• Proven experience building and scaling CS teams in growth-stage or international SaaS companies.
• Strong commercial acumen, with direct responsibility for NRR, retention, and customer expansion.
• Understanding of ecommerce and retail dynamics—you’ve supported digital brands or worked with platforms serving them.
• Hands-on experience with customer segmentation, health scoring, onboarding design, and tech stack optimization.
• Fluency in English and comfort working in a fast-paced, international context.

It’s a plus if you have

• Experience building or leading an already established CS function in a SaaS environment.
• Worked in a PE-backed company or played a role in moving a CS org from scale-up to maturity.
• Domain expertise in pricing, retail analytics, ecommerce platforms, or similar data-heavy verticals.

Who you Are

• You lead with clarity, presence, and a coaching mindset.
• You balance strategy and execution and are comfortable shaping long-term direction and jumping into account calls when needed.
• You are customer-obsessed, but not at the expense of scalability and business outcomes.
• You thrive in cross-functional leadership—comfortable influencing without authority across Sales, Product, and Ops.
• You want to leave your mark on a company with real traction, a powerful product, and global ambition.

What We Offer

• A leadership role in a fast-growing SaaS company with global ambitions.
• Full ownership to shape, scale, and mature our Customer Success function.
• A high-performing team of passionate colleagues across Sales, Product, and Support.
• Competitive compensation and benefits reflecting your seniority and impact.
• A collaborative, international culture that values speed, data, and outcomes.

Apply Now

If you find the position appealing and believe it’s a good fit for you, please send us your job application and CV as soon as possible. Please be aware that the response time might be longer than usual due to summer break season. If you have any questions about the role, feel free to contact Nicolaj Lund at [email protected]