Head of Operations and Customer Success (4D813A7)

Referment is working with an early-stage smart-building technology company whose connected water-management platform helps property operators detect leaks, reduce waste and manage building risk. The business serves large organisations with multiple buildings and stakeholders, alongside direct customers.

This is a hands-on leadership role combining company operations with post-installation customer success. You will work closely with the founder to turn priorities into execution, while becoming the principal relationship owner for important business customers. The remit spans onboarding, adoption and support as well as finance, people, internal systems and international expansion.

The Role

• Own the post-installation journey for key B2B customers, building trusted relationships and coordinating issues through to resolution.
• Lead onboarding, training and adoption so customers can use the technology, app and dashboard effectively, interpret insights and realise ongoing value.
• Set standards for the wider customer experience function across B2B and direct customers, including tickets, complaints, troubleshooting, returns and escalations.
• Turn customer feedback and usage patterns into improvements across product, delivery, sales and communications.
• Keep core business operations moving across cashflow, budgets, payroll, invoicing and board or investor reporting, working with external finance support.
• Support recruitment, onboarding, HR and culture across UK and European entities, and build stronger operating processes as the team grows.
• Partner with the CEO on planning, fundraising preparation, investor communications and cross-functional priorities, using modern tools and AI to reduce manual work.

What We're Looking For

• At least five years in operations, client delivery, business operations, chief of staff or a comparable role, including experience in an early-stage or scaling company.
• Evidence of owning senior customer or stakeholder relationships and taking issues through to a clear resolution.
• Strong commercial judgement, with confidence around budgets, operating numbers and board-level reporting.
• A practical operator who can move between strategic decisions and detailed execution, build repeatable systems and stay calm under pressure.
• Clear communication with corporate customers, investors, partners and internal teams.
• Regular, thoughtful use of AI and modern workplace tools to improve analysis, administration and delivery.
• Able to work full-time from a London office.

Experience across multiple legal entities or jurisdictions, or with property, facilities, housing or the built environment, would be useful but is not essential.

This could suit a senior operations leader, chief of staff or client-delivery operator who enjoys combining company building with strategic customer ownership and wants to remain close to the work.

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