VP, Customer & Solutions

iProov

VP, Customer & Solutions at iProov driving customer success and solutions engineering efforts. Building high-performing teams and ensuring excellent customer outcomes with a hybrid working model in London.

Posted 7/25/2026full-timeLondon • 🇬🇧 United KingdomLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in building and leading high-performing Customer Success organizations, with a focus on customer lifecycle management, retention strategies, and collaboration with executive stakeholders. Proven ability to develop scalable operating models and improve customer engagement through effective coaching and process optimization.

Highest-signal resume keywords

Customer Success LeadershipEnterprise SaaS ExperienceCustomer Retention ImprovementSolutions Engineering CollaborationExecutive Stakeholder Engagement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Lifecycle ManagementGross Revenue Retention (GRR)Net Revenue Retention (NRR)KPI DefinitionOperational Dashboard DevelopmentPre-Sales Process EstablishmentTechnical Win Rate ImprovementSuccess PlanningCustomer Health ScoringTeam Building

Soft Skills

CoachingCollaborationLeadershipCommunicationStrategic Thinking

Industry Keywords

Customer AdvocacyExecutive SponsorshipCase StudiesProof of Concept ExecutionCustomer Experience

About the role

Key responsibilities & impact

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.
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.
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.

Requirements

What you’ll need

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

Comp & perks

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
Pension - 5% employee, 3% employer
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 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
50%-80% off Comprehensive Private Health screenings