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For Companies At a Glance
- Tasks: Lead customer success teams to create exceptional experiences and drive business growth.
- Company: Join a dynamic tech company focused on biometric authentication and identity verification.
- Benefits: Enjoy competitive salary, share options, flexible working, and extensive health benefits.
- Other info: Be part of a culture that values diverse perspectives and psychological safety.
- Why this job: Make a real impact by shaping customer strategies and driving innovation.
- Qualifications: Proven experience in customer relationship management and technical solutioning.
The predicted salary is between 72000 - 108000 £ per year.
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
- 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.
- 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
- 25 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 Scheme
- Nursery Sacrifice Scheme
- Work Overseas Perk – Work globally for up to 2 weeks
- Life Assurance
- SmartHealth – Access to private GP, Psychologist, Nutritionist along with tailored fitness plans for both you and your family
- Benefit from personalized 1:1 career coaching with our in-house Occupational Psychologist
- Award winning L&D platform with personal allocated training budgets
- Enhanced paid family leave
- Flexible hybrid working environment
- Free Barista Coffee/Tea, biscuits with fruit in the WeWork office
- Free access to WeWork discounts and free online well-being sessions
- Vitality Health – a range of options available on this below
The 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 Audiology
- 50% off monthly gym memberships
- Apple watches significantly discounted based member vitality status
- Half price trainers with Runners Need
- Weekly rewards – Free coffee with Café Nero
- Monthly rewards – Free Cinema ticket
- Discounts on travel with Expedia (hotels) and Mr & Mrs Smith with discounts getting greater throughout the year based on a member vitality status
- Amazon prime free months based on activity
- Up to 25% cashback at Waitrose when buying healthy foods
- 75% off stays at Champneys Health Spas
- Allen Carr’s £299 no smoking programme for free
- Access to Vitality Healthy Mind with 30% off Headspace subscriptions and the ability to earn Vitality points for using Buddhify, Calm and Headspace
- Discounts on Weight Watchers
Our Culture & Recruitment Process
At iProov, we\’re incredibly proud of the culture we\’ve 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. We’re 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. We’re 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 careers@iproov.com
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VP, Customer employer: iProov
Contact Detail:
iProov Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land VP, Customer
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. The more people know you’re on the hunt, the better your chances of landing that VP role.
✨Tip Number 2
Prepare for those interviews by researching the company inside out. Understand their products, culture, and recent news. This will help you tailor your responses and show them you’re genuinely interested in iProov and its mission.
✨Tip Number 3
Practice your pitch! You need to clearly articulate how your experience aligns with the role of VP, Customer. Focus on your leadership style and how you’ve driven customer success in previous roles. Confidence is key!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the iProov team. Let’s get you that interview!
We think you need these skills to ace VP, Customer
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer success and leadership. We want to see how your skills align with the role of VP, Customer, so don’t hold back on showcasing your relevant achievements!
Showcase Your Technical Know-How: Since this role involves biometric authentication and identity verification technologies, it’s crucial to demonstrate your technical expertise. We’re looking for someone who can bridge the gap between tech and customer needs, so share specific examples of your past experiences.
Highlight Leadership Experience: As a VP, you’ll be leading teams, so make sure to emphasise your leadership skills. Talk about how you’ve developed high-performing teams in the past and how you’ve driven customer satisfaction and retention. We love seeing strong people leaders!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at iProov!
How to prepare for a job interview at iProov
✨Know Your Customer Journey
Familiarise yourself with the end-to-end customer lifecycle strategy. Be ready to discuss how you would define and execute this strategy, especially in relation to onboarding, adoption, and renewal. Show that you understand the importance of each stage and how it contributes to customer satisfaction and retention.
✨Demonstrate Technical Acumen
Since this role requires a strong grasp of technical concepts like APIs and solution architecture, prepare to discuss your experience in these areas. Bring examples of how you've guided customers through technical decision-making and how you've ensured architectural integrity in past projects.
✨Showcase Leadership Skills
Be prepared to talk about your leadership style and how you've developed high-performing teams in the past. Highlight specific instances where you've coached team members to success, particularly in customer-facing roles. This will demonstrate your ability to inspire and align teams with company objectives.
✨Align with Company Values
Research iProov's culture and values, especially their focus on psychological safety and diverse perspectives. During the interview, express how your personal values align with theirs and provide examples of how you've fostered an inclusive environment in previous roles. This will show that you're not just a fit for the role, but also for the company culture.