Head of Customer Success Operations

IriusRisk; City Of London; On-site; GBP 125,000 - 150,000; Full time

Job summary

A cybersecurity startup is seeking a Head of Customer Success Operations to drive efficiency and scalability within the Customer Success function. This role involves developing operational strategies, standardising processes, and collaborating with cross-functional teams. The ideal candidate has a strong background in customer success management, excellent communication skills, and a passion for enhancing customer experience. This position is based in London and offers opportunities to contribute to a fast-growing firm.

Qualifications

• Knowledge of DevOps/SecDevOps.
• Demonstrated expertise in optimising customer success functions.
• Exceptional verbal, written, and presentation skills.
• Proven track record of high organisation.
• Strong analytical and problem-solving skills.
• Ability to improve processes balancing practicality and scalability.
• Hands-on expertise with customer success platforms and CRM systems.
• Strong collaboration with Sales, Product, and Marketing teams.

Responsibilities

• Develop the operational strategy for Customer Success.
• Standardise and refine CS processes.
• Create frameworks for customer segmentation and onboarding.
• Own and optimise the Customer Success technology stack.
• Establish a data-driven approach for monitoring customer health.
• Partner with various department heads to enhance customer experience.
• Develop programs to drive customer lifetime value.

Skills

Domain Knowledge

Customer Success Strategy & Scalability

Communication Skills

Excellent Organisational Skills

Problem-Solving & Decision-Making

Process Improvement Aptitude

Technical Aptitude

Cross-Functional Collaboration

Tools

Gainsight

Totango

Salesforce

HubSpot

Job description

About IriusRisk

IriusRisk is the industry leader in automated threat modeling and secure software design, working with clients that include four of the top 10 Globally Systemically Important Banks (G-SIBs). Every sector of the global economy is being transformed by software, yet vulnerabilities are too often exposed by increasingly sophisticated cyber-attacks. By identifying security flaws in software architecture at the design phase, threat modeling makes it possible to fix issues before code is written. IriusRisk’s platform automates the threat modeling process, enabling developers to design and build secure software at scale.

Purpose of the Role

IriusRisk is a fast-growing Cybersecurity startup searching for flexible go-getters who welcome the challenge of meeting the needs of a growing business. The Head of Customer Success Operations is responsible for driving efficiency, scalability, and operational strategic alignment within the Customer Success (CS) function. This role ensures that CS teams have the tools, processes, and data-driven insights needed to optimise customer satisfaction, retention, and revenue growth. A key aspect of this role is cross-functional collaboration with the Head of Customer Success, Head of CSMs, Head of Global Services, and Global Head of Support to create a seamless customer experience, and improve customer satisfaction and business outcomes.

Duties & Responsibilities

• Operational Strategic Planning & Execution
• Develop and implement the operational strategy for Customer Success in alignment with overall company goals.
• Partner with the Head of CS to find high-value operational wins that will create a scalable operation to delight our customers and reduce friction for CS employees.
• Collaborate with the Head of Global Services and Global Head of Support to ensure a seamless experience for customers and CS employees.
• Process Optimisation & Efficiency
• Standardise and refine CS processes to drive consistency and scalability.
• Create frameworks for customer segmentation, onboarding, renewals, and expansion that align across CS, Professional Services, and Support.
• Implement workflow automation to enhance efficiency and reduce friction in customer interactions.
• Customer Success Enablement
• Develop playbooks, best practices, collateral, and training programs for CSMs.
• Ensure alignment between CSMs, Global Services, and Support teams in delivering a seamless customer experience.
• Provide the CS team with resources and tools that enable proactive account management and 360 views into customer accounts.
• Technology & Systems Management
• Own and optimise the Customer Success technology stack (e.g., CRM, CS platforms, automation tools).
• Ensure system integrations across CS for a unified customer view.
• Data, Analytics & Insights
• Establish a data-driven approach to monitoring customer health, churn risk, and engagement trends.
• Improve current systems and operationalise the capture of high-value data to give micro and macro insights across the customer lifecycle.
• Utilise insights to drive continuous improvement in customer engagement and retention.
• Cross-Functional Collaboration
• Head of CS: Partner on customer engagement strategies, renewals, and retention initiatives.
• Head of Global Services: Align on customer onboarding, implementation efficiency, and professional service engagements.
• Global Head of Support: Work together to proactively address customer concerns, improve issue resolution times, and enhance the customer experience.
• Head of CSM: Collaborate on customer success management strategies, including engagement, retention, and growth, while aligning on health scoring methodologies to proactively identify risks and opportunities.
• Sales leadership: Collaborate with regional sales leaders to facilitate coordination in customer accounts and alignment in processes and customer information.
• Customer Retention & Growth
• Develop programs that drive customer lifetime value and reduce churn.
• Implement customer advocacy initiatives to drive engagement, referrals, case studies, and long-term loyalty.

Requirements

Essential Skills

• Domain Knowledge: Knowledge of DevOps/SecDevOps.
• Customer Success Strategy & Scalability: Demonstrated expertise in optimising customer success functions, implementing standardised playbooks, and developing strategic Customer Journey frameworks.
• Communication Skills: Exceptional verbal, written, and presentation skills, with the ability to communicate effectively with executive-level stakeholders and influence internal teams.
• Excellent Organisational Skills: A proven track record of high organisation and juggling many tasks and priorities at once without losing focus.
• Problem-Solving & Decision-Making: Strong analytical and problem-solving skills with experience in data analysis, forecasting, and tracking CS metrics (e.g., churn, NPS, retention).
• Process Improvement Aptitude: Demonstrated ability to improve processes in a way that balances operational practicality, flexibility with speed, and standardization for scaling.
• Technical Aptitude: Hands-on expertise with CS platforms (Gainsight, Totango) and CRM systems (Salesforce, HubSpot).
• Cross-Functional Collaboration: Strong cross-functional collaboration with Sales, Product, and Marketing teams.

Desired Experience

• Domain Knowledge: Working with security teams and knowledge of threat modeling would be an advantage.
• Experience: Proven successful track record in customer success management, customer success operations, or related field, with leadership experience over worldwide team.
• Problem-Solving & Decision-Making: Proven expertise in leveraging data analytics to make informed, strategic decisions under high-pressure conditions, driving measurable business outcomes such as customer retention and revenue expansion.
• Certified Operational Skills: RevOps, CSOps or other course certications are a plus.

Person Requirements

• Patient and active listener.
• Passion for helping customers.
• Self-driven and proactive nature.
• Excellent communication and interpersonal skills.
• Highly organised and able to multitask.