At a Glance
- Tasks: Lead customer success teams to enhance experiences and drive business growth.
- Company: Join iProov, a leader in biometric identity assurance with a diverse culture.
- Benefits: Enjoy 25 days annual leave, competitive salary, share options, and flexible working.
- Other info: Opportunity for career growth in a dynamic, collaborative setting.
- Why this job: Make a real impact in a fast-paced tech environment focused on innovation.
- Qualifications: Extensive experience in customer relationship management and technical leadership required.
The predicted salary is between 100000 - 150000 £ per year.
About iProov
iProov provides science-based biometric solutions that enable the world’s 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 Role
- Reports to: Chief Revenue Officer
- Location: Wework Waterloo, SE1 7ND - Hybrid
- Comp: Negotiable (Base) + OTE + Share Options + UK iProov Benefits
The 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 impact
- Leadership & Strategy
- Define 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 iProov’s growth ambitions and global expansion.
- Serve as the executive voice of the customer, influencing commercial strategy and product roadmap decisions.
- Customer Engagement & Value Realisation
- Champion 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 Impact
- Partner 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 Collaboration
- Act 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 you
- Extensive 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 value.
Benefits
25 days Annual Leave, plus 8
Remote VP, Customer in Norwich employer: iProov
iProov is an exceptional employer that champions diversity and inclusion, fostering a culture where every employee can thrive and contribute their unique talents. Located in the vibrant WeWork Waterloo, our hybrid work model offers flexibility while providing access to a collaborative environment that encourages innovation and personal growth. With competitive compensation packages, including share options and generous annual leave, we empower our employees to achieve their professional goals while making a meaningful impact in the field of biometric identity assurance.
StudySmarter Expert Advice🤫
We think this is how you could land Remote VP, Customer in Norwich
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at iProov. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like iProov before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Remote VP, Customer in Norwich
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to iProov:Your cover letter is your chance to shine! Tell us why you want to work at iProov specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at iProov!
How to prepare for a job interview at iProov
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
