At a Glance
- Tasks: Lead and scale Customer Success and Solutions Engineering teams to enhance customer experiences.
- Company: Join iProov, a leader in biometric identity assurance with a diverse and inclusive culture.
- Benefits: Enjoy competitive salary, flexible working, generous leave, and wellness perks.
- Other info: Be part of a dynamic team that values innovation and psychological safety.
- Why this job: Make a real impact in securing digital identities while growing your career.
- Qualifications: 10+ years in enterprise SaaS with proven leadership in Customer Success.
The predicted salary is between 60000 - 75000 £ per year.
i Proov 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 i SOC offer unmatched resilience against deepfakes and generative AI threats while ensuring effortless, scalable user experiences.
Trusted by leading governments and enterprises, including the U.
Department of Homeland Security, U.
Home Office, Gov Tech Singapore, ING, and UBS, i Proov 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 i Proov 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
We Work HQ, Waterloo, London - Hybrid (At least once per week)
Comp
Negotiable (Base) + Company Performance Bonus (20%) + Share Options + UK i Proov 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 Saa S.
- 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.
- 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
- Smart Health - 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 We Work office
- Free access to We Work 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 members 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 i Proov, 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 race, color, national origin, ancestry, age, disability, creed, religion or belief, sex, sexual orientation, gender reassignment, marriage or civil partnership, or pregnancy and maternity.
Our goal is to find people who are passionate about creating a safer, more secure world.
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 Success & Solutions Engineering employer: iProov
iProov is an exceptional employer that champions diversity and inclusion, creating a supportive environment where every employee can thrive. With a hybrid work model based in the vibrant WeWork Waterloo in London, employees enjoy flexible working arrangements alongside competitive benefits, including a performance bonus and share options. The company prioritises personal growth and innovation, empowering its team to make meaningful contributions to cutting-edge biometric solutions that enhance security for clients worldwide.
StudySmarter Expert Advice🤫
We think this is how you could land VP Customer Success & Solutions Engineering
✨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 VP Customer Success & Solutions Engineering
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.
