Svp, Customer Operations

Trustonic; Winnersh; Hybrid; GBP 180,000 - 260,000; Full time

Benefits offered by this job

Hybrid working

Pension scheme

Private medical insurance

Income protection

Life insurance

Generous holiday policy

Global travel

Job summary

Trustonic is seeking an SVP, Customer Operations to join our Executive Team and lead the technical side of every customer relationship from first conversation to long-term partnership. You will report to the CEO and work with CRO, COO, and other senior leaders, guiding two VPs who run Sales Engineering, Implementation, Technical Account Management and Technical Support.

The role requires a collaborative, customer-first leader who can scale teams across regions, drive net revenue retention, and

Qualifications

• Senior leadership experience in customer operations, technical support, delivery or customer success, ideally in B2B SaaS.
• Experience growing teams across regions and time zones.
• Experience collaborating with commercial teams to grow customer relationships and revenue.
• Curiosity about complex technical solutions, and the confidence to shape them.
• A structured, measured approach to setting goals and tracking progress.
• An understanding of SaaS customer models and growth measures such as net revenue retention.
• Experience with partner or OEM relationships would be a bonus.

Responsibilities

• Shape company strategy and decisions as a member of the Executive Team.
• Champion a joined-up customer experience, with technical and commercial teams working hand in glove.
• Sponsor a Technical Account Management model that deepens relationships and opens up new opportunities with customers.
• Set the direction for fast, high-quality onboarding and support that customers can rely on.
• Develop your leaders and grow teams in new regions as we expand.

Skills

Senior leadership

Customer operations

B2B SaaS

Cross-functional

Strategic planning

Executive communication

Education

Bachelor's or higher in business/technical

MBA (welcome)

Job description

Job Description

A bit about the role and what you’ll deliver...

Trustonic’s SaaS platform helps businesses across the globe make smartphones affordable for the many, enabling global access to devices and digital finance through the world’s most secure smartphone locking technology. As we grow, we’re looking for an SVP, Customer Operations to join our Executive Team and lead the technical side of every customer relationship, from the first conversation to long-term partnership.

You’ll report to our CEO and sit alongside our CRO, COO and SVP, Product and SVP, Engineering as a peer. You’ll lead two experienced VPs, who in turn lead our Sales Engineering, Implementation, Technical Account Management and Technical Support teams.

In this role you will:

• Shape company strategy and decisions as a member of the Executive Team.
• Champion a joined-up customer experience, with technical and commercial teams working hand in glove.
• Sponsor a Technical Account Management model that deepens relationships and opens up new opportunities with customers.
• Set the direction for fast, high-quality onboarding and support that customers can rely on.
• Develop your leaders and grow teams in new regions as we expand.

Who you are...

• A collaborative, people-first leader who builds trust across commercial and technical teams.
• Someone who cares deeply about customers and turns their needs into great experiences.
• Calm and clear when things are ambiguous or moving quickly.
• Comfortable as a peer at Executive Team level, contributing to the whole business and not only your own area.
• Someone who naturally spots what matters and brings it forward.
• A clear, warm communicator with colleagues and senior customers alike.

What makes you, you...

We’re interested in what you’ve achieved, not in ticking boxes. You’re likely to have:

• Senior leadership experience in customer operations, technical support, delivery or customer success, ideally in B2B SaaS.
• Experience growing teams through periods of change, including across regions and time zones.
• Experience working with commercial teams to grow customer relationships and revenue.
• Curiosity about complex technical solutions, and the confidence to shape them.
• A structured, measured approach to setting goals and tracking progress.
• An understanding of SaaS customer models and growth measures such as net revenue retention.
• Experience with partner or OEM relationships would be a bonus.

Qualifications

• A degree in business or a technical subject, or equivalent experience gained through your career.
• An MBA is welcome but not required. Your experience matters more than your qualifications.

Additional Information

What we can provide you in return for your investment...

Competitive compensation

• A base salary that reflects your expertise and impact.
• Bonus scheme to share in our success.

Financial security & wellbeing

• Immediate participation in our pension scheme.
• Private medical insurance for you and your family from day one.
• Income protection and life insurance for peace of mind.

Flexibility & work-life balance

• Hybrid working arrangements to support your lifestyle.
• An open holiday policy with no upper limit—take the time you need, when you need it.
• Support for volunteering and causes that matter to you.

Growth & development

• Opportunities for professional development and career progression.
• Exposure and interaction with global teams. International travel will be expected in this role.

Inclusive, supportive culture

• A commitment to diversity, equity, and inclusion.
• A collaborative environment where your voice is valued and your wellbeing is prioritised.

Impact & purpose

• The chance to work on technology that drives global economic inclusion and makes a real difference in people’s lives.

#LI-Hybrid

Trustonic is an equal opportunity employer. We do not discriminate on any grounds. We empower, engage, enable and value differences between people, including; different races, ethnicities, genders, ages, religions, disabilities and sexual orientations, with differences in education, backgrounds, skill sets, experiences and knowledge.