OneAdvanced is a PE‑backed SaaS business with rapid growth ambitions. As VP of Customer Operations you will shape and lead the entire post‑sales journey from onboarding to renewal, building a world‑class customer operation that reduces friction, drives measurable outcomes, and becomes a competitive differentiator.
Key Responsibilities
- Lead and continuously evolve customer operations across all sector portfolios, creating a scalable, efficient, high‑quality service delivery that keeps pace with growth.
- Define and implement metrics‑driven processes that reduce friction, elevate satisfaction, and provide a seamless experience at every touchpoint—from onboarding through renewal.
- Act as senior escalation point for major customer issues, driving swift resolution, clear communication and learning loops that prevent recurrence.
- Champion an outstanding experience for high‑value Platinum & Gold tier accounts, ensuring tailored support models and measurable commercial outcomes for strategic relationships.
- Partner with Sales, Marketing, Revenue Operations, and Finance to accelerate Net Revenue Retention and EBITDA, translating operational improvements into commercial gains.
- Own tracking and optimisation of SaaS ARR realisation, working across Professional Services, Finance and Delivery to reduce backlog and accelerate time‑to‑value.
- Support account teams by monitoring cross‑sell initiatives—including expand products—and providing data‑led insights that unlock growth within the existing customer base.
- Develop a best‑in‑class operating model with Commercial Unit VPs, ensuring consistent governance, process standards and accountability across all customer‑facing functions.
- Influence strategic decisions and cross‑functional planning to maximise Gross Revenue Retention and Lifetime Value at scale.
- Serve as the connective tissue between frontline operations and senior leadership, translating data into actionable strategy and ensuring execution aligns with business goals.
- Drive a culture of accountability, continuous improvement and innovation within Customer Operations and across the broader commercial organisation.
Essential Experience & Skills
- Customer‑obsessed, growth‑oriented mindset with experience driving high performance at scale.
- Strong commercial acumen and a track record of improving key SaaS metrics—GRR, NRR, EBITDA, ARR realisation—through operational change.
- Proven ability to navigate complex matrix environments, influence senior stakeholders and align disparate teams around a common goal.
- Analytical strength and data fluency—able to extract insight, diagnose root causes and structure data‑informed decision‑making.
- Exceptional communication skills, inspiring and influencing from boardroom to front line.
- A continuous improvement ethos, combined with the resilience, agility and ownership needed to thrive in a fast‑moving environment.
Leadership & Personal Attributes
- Credible and authoritative at VP level—comfortable shaping strategy and influencing the executive team.
- Operationally hands‑on, able to zoom out to the strategic picture and zoom in to diagnose day‑to‑day performance issues.
- A natural collaborator who builds trust across Sales, Finance, Product and Delivery without losing their own point of view.
- Resilient under pressure, with a bias for action and a high personal standard of delivery.
- Experience in a PE‑backed or high‑growth SaaS environment is desirable.
Right to Work
Applicants must have the legal right to work in the UK at the time of application.
Benefits
- 26 days holiday plus bank holidays, with the option to purchase additional days; 1 paid volunteering day per year.
- Exceptional family leave: 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, 5 days paid bereavement leave.
- Robust sick pay: up to 13 weeks full pay and 13 weeks half pay.
- 24/7 Employee Assistance Programme for confidential support.
- Private medical insurance for all, no medical‑history exclusions.
- Performance‑based rewards—including company‑wide bonuses, OTE and commission structures.
- Income protection: up to 75% salary for 5 years if needed.
- SkillsHub learning platform with leadership pathways, future‑manager training and a comprehensive online library.
- Access to external training and apprenticeships.
- Philanthropy: MatchIt! fund‑raise and Pennies from Heaven donation programme.
- ULEV car scheme, dental insurance, health cash plan, critical illness cover and partner life cover.
Company Overview
OneAdvanced is a leading UK business software and services company operating across education, government, healthcare, legal, manufacturing, housing, retail and more. Based in Birmingham, it works throughout the UK, Ireland, India and Australia.
