VP, Customer & Solutions

VP, Customer & Solutions

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 HQ, Waterloo, London - Hybrid (At least once per week)
Comp: Negotiable (Base) + Company Performance Bonus (20%) + Share Options + UK iProov 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 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

• 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

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 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 [email protected]