Smart Communications VP Customer Success Case Study

Smart Communications partnered with Oakstone International to replace a high-performing VP of Customer Success and appoint a global, second-line CS leader capable of adding structure and process at scale. Following an exhaustive market search after internal sourcing fell short, Oakstone delivered 8 interview-ready candidates, progressed 3 to the final stage, and completed the hire within 8 weeks.

Background

Search Background

Results

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Background

Smart Communications™ is the only provider of a customer conversation management platform. Built from the cloud up, we help enterprises deliver SMARTER conversations across the entire customer lifecycle – and at scale – and empower them to succeed in today’s digital-focused, customer-driven world while also simplifying processes and operating more efficiently.

• Founded in 1991 as Thunderhead, with Smart Communications forming in 2016 via acquisition by Accel KKR

• Dual HQ in the UK/US, with approx. 500 employees

• Cloud-enabled Customer Communications Management (CCM) and Digital Transformation provider.

Search Background

• Smart Communications were looking to replace their departing VP of Customer Success, who had been very successful in establishing the CSM function for the business (Oakstone hired him into a post in 2019).

• Smart Comms were looking for an experienced “2nd generation” Leader who could build on the existing CS success and implement deeper structure and process to the CS function (role has progressed into a Global, 2nd Line Leadership position).

• The business had attempted to source this position directly, utilising Internal TA, as well as direct tools like LinkedIn and their executive/investor network. Whilst these sources generated good volume, the business failed to attract the requisite level of expertise and decided to engage an external search partner.

• Oakstone has previously worked closely with Smart Communications to make over 20 global hires, including a number of the C Suite.

• Hiring Manager: Hitesh Bhindi, Chief Customer Officer.

• Exclusive Contingent Agreement

Results

• Exhaustive market search that resulted in approx. 8 candidates are scheduled for initial client interview.

• This progressed to a final round of 3, who went through final qualification phases.

• The business felt that all 3 candidates would be viable options, and they felt comfortable offering the position to all of that shortlist.

• The total search process to signing took 8 weeks.

• A continued strong relationship with the candidate and the company as a whole.

More about Oakstone and Smart Communications

• Why use an external search partner for VP Customer Success hiring?

  External search partners provide access to passive senior leaders, deeper market knowledge, and rigorous qualification. This is particularly important for roles requiring both operational maturity and cultural alignment.

• How do executive search firms assess Customer Success leadership capability?

  Assessment is typically determined by the specific brief, created by the company, however common assessment focuses on scale experience, leadership depth, ability to manage managers, commercial awareness, and track record improving retention, expansion, and customer outcomes across complex organisations.

• What impact should a strong VP of Customer Success have on a SaaS business?

  A strong VP of Customer Success improves retention, creates operational clarity, strengthens leadership alignment, and ensures Customer Success can scale alongside revenue growth without becoming a bottleneck.