The client is seeking a Head of Operations & Customer Success to join its leadership team and take ownership of internal business operations and the customer experience. This is a broad, hands-on leadership role spanning both operational effectiveness and ensuring customers realise lasting value from the company’s technology as the business enters a new phase of growth.
Key responsibilities include owning the post-implementation customer journey for major B2B customers, supporting successful onboarding, adoption, retention, and long-term value realisation. The role involves building trusted relationships with senior stakeholders, acting as a principal point of contact for strategic accounts, coordinating resolution of customer issues, translating customer objectives and measures of success into action, and driving onboarding, training, and ongoing enablement so users can integrate the solution into their day-to-day operations. It also includes leading the wider customer experience function across B2B and consumer customers, overseeing support and issue management, and translating customer feedback and usage patterns into actionable recommendations for product and delivery teams.
In parallel, the Head of Operations & Customer Success will lead core business operations, including key financial operations such as cash flow, budgets, payroll, invoicing, and management reporting, as well as partnering with finance stakeholders for accurate oversight and supporting board- and investor-facing reporting. They will oversee people and HR processes as the team grows, help establish operational infrastructure and partnerships to support international expansion, and partner with the CEO on strategic planning and related communications. The role is expected to identify operational friction early, improve internal systems, processes, and documentation to enable scale, and look for opportunities to use AI and automation to reduce manual work and improve decision-making, along with overseeing day-to-day infrastructure including workplace operations and suppliers.