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Head of Customer Success Operations
2 weeks ago
Description
About IriusRisk
IriusRisk is the industry leader in automated threat modeling and secure software design, working with clients that include four of the top 10 Globally Systemically Important Banks (G-SIBs). Every sector of the global economy is being transformed by software, yet vulnerabilities are too often exposed by increasingly sophisticated cyber-attacks. By identifying security fl aws in software architecture at the design phase, threat modeling makes it possible to fi x issues before code is written.
IriusRisk’s platform automates the threat modeling process, enabling developers to design and build secure software. At scale.
Purpose of the Role
IriusRisk is a fast-growing Cybersecurity startup searching for flexible go-getters who welcome the challenge of meeting the needs of a growing business. The Head of Customer Success Operations is responsible for driving efficiency, scalability, and operational strategic alignment within the Customer Success (CS) function. This role ensures that CS teams have the tools, processes, and data-driven insights needed to optimise customer satisfaction, retention, and revenue growth. A key aspect of this role is cross-functional collaboration with the Head of Customer Success, Head of CSMs, Head of Global Services, and Global Head of Support to create a seamless customer experience, and improve customer satisfaction and business outcomes.
Duties & Responsibilities
1. Operational Strategic Planning & Execution
- Develop and implement the operational strategy for Customer Success in alignment with overall company goals.
- Partner with the Head of CS to fi nd high-value operational wins that will create a scalable operation to delight our customers and reduce friction for CS employees.
- Collaborate with the Head of Global Services and Global Head of Support to ensure a seamless experience for customers and CS employees.
2. Process Optimisation & Efficiency
- Standardise and refi ne CS processes to drive consistency and scalability.
- Create frameworks for customer segmentation, onboarding, renewals, and expansion that align across CS, Professional Services, and Support.
- Implement workfl ow automation to enhance efficiency and reduce friction in customer interactions.
3. Customer Success Enablement
- Develop playbooks, best practices, collateral, and training programs for CSMs.
- Ensure alignment between CSMs, Global Services, and Support teams in delivering a seamless customer experience.
- Provide the CS team with resources and tools that enable proactive account management and 360 views into customer accounts.
4. Technology & Systems Management
- Own and optimise the Customer Success technology stack (e.g., CRM, CS platforms, automation tools).
- Ensure system integrations across CS for a unifi ed customer view.
5. Data, Analytics & Insights
- Establish a data-driven approach to monitoring customer health, churn risk, and engagement trends.
- Improve current systems and operationalise the capture of high-value data to give micro and macro insights across the customer lifecycle.
- Utilise insights to drive continuous improvement in customer engagement and retention.
6. Cross-Functional Collaboration
- Head of CS: Partner on customer engagement strategies, renewals, and retention initiatives.
- Head of Global Services: Align on customer onboarding, implementation efficiency, and professional service engagements.
- Global Head of Support: Work together to proactively address customer concerns, improve issue resolution times, and enhance the customer experience.
- Head of CSM: Collaborate on customer success management strategies, including engagement, retention, and growth, while aligning on health scoring methodologies to proactively identify risks and opportunities.
- Sales leadership: Collaborate with regional sales leaders to facilitate coordination in customer accounts and alignment in processes and customer information..
7. Customer Retention & Growth
- Develop programs that drive customer lifetime value and reduce churn.
- Implement customer advocacy initiatives to drive engagement, referrals, case studies, and long-term loyalty.
**Requirements**:
Essential Skills
- Domain Knowledge: Knowledge of DevOps/SecDevOps.
- Customer Success Strategy & Scalability: Demonstrated expertise in optimising customer success functions, implementing standardised playbooks, and developing strategic Customer Journey frameworks.
- Communication Skills: Exceptional verbal, written, and presentation skills, with the ability to communicate effectively with executive-level stakeholders and infl uence internal teams.
- Excellent Organisational Skills: A proven track record of high organisation and juggling many tasks and priorities at once without losing focus.
- Problem-Solving & Decision-Making: Strong analytical and problem-solving skills with experience in data analysis, forecasting, and tracking CS metrics (e.g., churn, NPS, retention).
- Process Improvem
