VP, Customer

VP CustomerAbout iProoviProov provides science-based biometric solutions that enable the worlds most security-conscious organizations to streamline secure remote onboarding and authentication for digital and physical access. Our award-winning liveness technology and iSOC offer unmatched resilience against deepfakes and generative AI threats while ensuring effortless scalable user experiences. Trusted by leading governments and enterprises including the U.S. Department of Homeland Security U.K. Home Office GovTech Singapore ING and UBS iProov sets the standard in biometric identity assurance.This global trust is built not only on our technology but on the strength of the people behind it. For us diversity at iProov is about reflecting the customers we serve holding the principles of equality and inclusion at the heart of everything we do and all that we stand for embracing differences creating possibilities and growing together. We aim to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work feel included and their talents are nurtured empowering them to contribute fully to our purpose.The RoleReports to: Chief Revenue OfficerLocation: Wework Waterloo SE1 7ND - HybridComp: Negotiable (Base) OTE Share Options UK iProov BenefitsThe VP of Customer will lead and oversee the Customer Success Pre-Sales Post-Sales and Solutions Consultancy teams to deliver exceptional customer experiences and drive business growth. This executive role requires a strategic leader with deep expertise in customer relationship management biometric authentication and identity verification technologies.This is a highly strategic hands-on leadership role that requires a unique blend of technical depth commercial acumen and people leadership. The VP will coach and develop the Heads of each function ensuring alignment between customer needs and company objectives. They should be driving their teams to deliver world-class customer outcomes scalable operational excellence and supporting revenue growth.The VP of Customer will lead and grow three critical customer-facing functions at iProov:Customer Success Driving onboarding/adoption satisfaction retention and expansion.Customer Value Enablement (Solution Architecture) Acting as the technical bridge between iProov solutions and customer outcomes.PreSales Solution Consultancy Partnering with Sales to position our technology and deliver compelling value-led proposals.How you can make an impactLeadership & StrategyDefine and execute the end-to-end customer lifecycle strategy across pre-sales onboarding adoption value realisation and renewal.Lead inspire and develop high-performing leaders across Customer Success Customer Value Enablement and PreSales.Build scalable processes metrics and playbooks that align with iProovs growth ambitions and global expansion.Serve as the executive voice of the customer influencing commercial strategy and product roadmap decisions.Customer Engagement & Value RealisationChampion a customer value-first mindset ensuring measurable ROI for customers.Oversee the technical design and solutioning process ensuring architectural integrity and scalability.Drive best-in-class onboarding enablement and adoption programs to maximise time-to-value and retention.Commercial ImpactPartner closely with Sales to deliver pre-sales excellence competitive differentiation and accelerated deal velocity.Own key metrics including Net Revenue Retention (NRR) expansion revenue and churn mitigation.Identify early warning signals in accounts and proactively address risks to health satisfaction and revenue.Cross-Functional CollaborationAct as a bridge between customers Product Engineering and Marketing to ensure our solutions address market needs and competitive pressures.Represent the voice of the customer in executive forums and during strategic planning cycles.Ensure our service delivery model scales efficiently as we grow across new markets and regions.What we would like to see from youExtensive technical and commercial background with hands-on experience in sales engineering solution architecture or presales consulting ideally within enterprise SaaS cybersecurity biometric authentication or identity verification.Proven track record of driving customer satisfaction retention and expansion in a technology-led environment with measurable impact on NRR and growth metrics.Strong grasp of architectural patterns APIs SDKs integrations and security principles with the ability to guide customers through technical decision-making and coach teams to deliver high-quality solutions.Demonstrated ability to lead technical solutioning efforts from discovery and requirements gathering through solution design technical validation and executive presentation while translating complex concepts into clear business outcomes for C-level stakeholders.Experience in building scaling and maturing PreSales Customer Success and Solution Architecture functions creating operational playbooks and processes that improve deal velocity win rates and time-to-value.Exceptional leadership and people development skills with a proven ability to coach and grow Heads of PreSales and Customer Value Enablement into high-performing empowered leaders.Strategic thinker who can align customer needs with business objectives influencing roadmap and go-to-market strategy.Data-driven mindset with experience using CRM tools (Salesforce preferred) customer success platforms and health analytics to track performance and identify risks and opportunities.Executive presence with excellent communication and interpersonal skills capable of influencing stakeholders across Sales Product Engineering and C-Suite.Thrives in a fast-paced scale-up environment balancing strategic oversight with rolling up your sleeves to unblock complex opportunities or escalations.Customer-obsessed and passionate about delivering exceptional experiences always looking for innovative ways to add valueBenefits25 days Annual Leave plus 8 Bank Holidays (more holiday with service - up to an extra 5 days off per year based on your continuous service)Growth Shares allocated after passing probation (6 months of service)Salary sacrifice schemes including: Pension Cycle To Work and Electric Car SchemeNursery Sacrifice SchemeWork Overseas Perk - Work globally for up to 2 weeksLife AssuranceSmartHealth - Access to private GP Psychologist Nutritionist along with tailored fitness plans for both you and your familyBenefit from personalized 1:1 career coaching with our in-house Occupational PsychologistAward winning L&D platform with personal allocated training budgetsEnhanced paid family leavePension - 5% employee 3% employerFlexible hybrid working environmentFree Barista Coffee/Tea biscuits with fruit in the WeWork officeFree access to WeWork discounts and free online well-being sessionsVitality Health - a range of options available on this belowThe Vitality Programme includes a number of reward benefits that all employees have access to as part of the plan for example:Private Health cover including Dental Optical and Audiology50% off monthly gym membershipsApple watches significantly discounted based member vitality statusHalf price trainers with Runners NeedWeekly rewards Free coffee with Café NeroMonthly rewards Free Cinema ticketDiscounts on travel with Expedia (hotels) and Mr & Mrs Smith with discounts getting greater throughout the year based on a members vitality statusAmazon prime free months based on activityUp to 25% cashback at Waitrose when buying healthy foods75% off stays at Champneys Health SpasAllen Carrs 299 no smoking programme for freeAccess to Vitality Healthy Mind with 30% off Headspace subscriptions and the ability to earn Vitality points for using Buddhify Calm and HeadspaceDiscounts on Weight Watchers50%-80% off Comprehensive Private Health screeningsOur Culture & Recruitment ProcessAt iProov were incredibly proud of the culture weve carefully curated. Our culture enables diverse thought curiosity and innovation. Our team strives to do everything to the highest standard possible to achieve the remarkable. To do that we need different perspectives experiences and ideas alongside an environment where these are welcomed - we want everyone to feel confident in bringing their full capabilities to work. We firmly believe psychological safety is key to building and nurturing great teams. Were a small and dynamic company that means having the right skills is important and we know that our best work emerges when people feel secure welcomed and respected.As an equal opportunities employer we encourage applications from people of all backgrounds. Were committed to building a workforce that is representative of the people we serve. We will not put someone at a disadvantage or treat them less favourably because of age disability gender reassignment marriage or civil partnership pregnancy and maternity race religion or belief sex sexual orientation.Our recruitment process is designed to be fair and transparent focusing solely on your qualifications competence and suitability for the role. We review all applications carefully and will be in touch with shortlisted candidates regarding the next steps in our interview process. If you need an adjustment for a disability or any other reason during the hiring process please send a request to Required Experience:Exec Key Skills Business Development,Eclipse,Economics,Accounting,Corporate Risk Management,Brokerage Employment Type : Full-Time Experience: years Vacancy: 1