VP, Customer & Solutions
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 HQ, Waterloo, London - Hybrid (At least once per week)
Comp : Negotiable (Base) + Company Performance Bonus (20%) + Share Options + UK iProov Benefits
We are looking for an experienced customer leader to build and scale our Customer Success and Solutions Engineering organisations.
This role is responsible for ensuring customers achieve outstanding outcomes from our platform while equipping our commercial teams with world-class technical expertise throughout the sales cycle.
You will lead two critical functions; Customer Success and Solutions Engineering, creating a seamless journey from prospect through deployment, adoption, expansion and renewal.
As a member of the Revenue Leadership Team, you will help shape our customer strategy, improve operational excellence and build scalable processes that support our continued growth.
How you can make an impact
Within 12 months you will have:
- Built a high-performing Customer Success organisation with clear operating rhythms.
- Improved customer adoption and health metrics.
- Increased Gross and Net Revenue Retention.
- Established a scalable Solutions Engineering function with consistent global standards.
- Improved technical win rates and proof of concept success.
- Created stronger alignment across Sales, Product, Customer Success and Engineering.
- Developed future leaders within both organisations.
What we would like to see from you
Customer Success
- Build and lead a high-performing Customer Success organisation.
- Define the customer lifecycle from onboarding through renewal.
- Drive customer adoption, value realisation and long-term success.
- Develop customer health scoring and success planning.
- Improve Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).
- Build executive sponsorship programmes with strategic customers.
- Develop customer advocacy, references and case studies.
Solutions Engineering
- Lead and develop the global Solutions Engineering function.
- Establish consistent pre-sales processes, standards and best practices.
- Coach and develop technical leaders and individual contributors.
- Improve demo quality, proof of concept execution and technical win rates.
- Ensure strong alignment between Sales, Product and Engineering.
Leadership & Operations
- Build a scalable operating model across Customer Success and Solutions Engineering.
- Define KPIs, reporting and operational dashboards.
- Partner closely with Product to ensure customer feedback influences roadmap decisions.
- Collaborate with Sales leadership to improve handovers and customer experience.
- Build career paths, coaching frameworks and succession plans across both teams.
Experience
- 10+ years in enterprise SaaS.
- Experience leading Customer Success organisations.
- Experience managing or partnering closely with Solutions Engineering teams.
- Proven track record of improving customer retention and expansion.
- Experience building teams, processes and operating models.
- Comfortable engaging with executive stakeholders, including CIOs, CISOs and CTOs.
Benefits
- 25 days Annual Leave, plus 8
Remote VP, Customer & Solutions in Perth employer: iProov
iProov is an exceptional employer that champions diversity and inclusion, fostering a culture where every individual feels valued and empowered to contribute their unique talents. With a hybrid working model in the UK, employees enjoy a wealth of benefits including generous annual leave, personal career coaching, and access to an award-winning learning platform, all while being part of a dynamic team dedicated to innovation in biometric security solutions.
