VP, Customer
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
