Overview
IriusRisk is a fast-growing cybersecurity startup focused on automated threat modeling and secure software design. The Head of Customer Success Operations is responsible for driving efficiency, scalability, and operational strategic alignment within the Customer Success function. This role ensures CS teams have the tools, processes, and data-driven insights needed to optimise customer satisfaction, retention, and revenue growth. A key aspect is cross-functional collaboration with the Head of CS, Head of CSMs, Head of Global Services, and Global Head of Support to create a seamless customer experience and improve business outcomes.
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 identify high-value operational wins that create a scalable operation and reduce friction for CS employees.
* Collaboration: Work with the Head of Global Services and Global Head of Support to ensure a seamless experience for customers and CS staff.
* 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.
* Customer Success Enablement: Develop playbooks, best practices, collateral, and training programs for CSMs. Ensure alignment between CSMs, Global Services, and Support teams to deliver a seamless customer experience. Provide the CS team with resources and tools for proactive account management and a 360-view into customer accounts.
* Technology & Systems Management: Own and optimise the CS 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 monitor customer health, churn risk, and engagement trends. Improve systems and operationalise the capture of high-value data to provide micro and macro insights across the customer lifecycle. Use insights to drive continuous improvement in engagement and retention.
* Cross-Functional Collaboration: Partner with Sales, Product, Marketing, and regional leaders to coordinate in customer accounts and align processes and information. Collaborate on customer engagement strategies, renewals, onboarding, and health scoring methodologies to identify risks and opportunities.
Qualifications
Essential Skills
* Domain Knowledge: Knowledge of DevOps/SecDevOps.
* CS Strategy & Scalability: Experience in optimising customer success functions, standardised playbooks, and strategic Customer Journey frameworks.
* Communication: Excellent verbal, written, and presentation skills with ability to influence executive stakeholders.
* Organisation: Highly organised with ability to juggle many priorities.
* Problem-Solving & Decision-Making: Strong analytical skills, experience in data analysis, forecasting, and CS metrics (e.g., churn, NPS, retention).
* Process Improvement: Ability to balance practicality, speed, and standardisation for scaling.
* Technical Aptitude: Hands-on experience with CS platforms (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce, HubSpot).
* Collaboration: Strong cross-functional collaboration with Sales, Product, and Marketing teams.
Desired Experience
* Domain Knowledge: Experience working with security teams and knowledge of threat modeling is advantageous.
* Experience: Proven track record in customer success management/operations with leadership over a worldwide team.
* Problem-Solving: Expertise in using data analytics to drive strategic decisions and outcomes like retention and revenue growth.
* Certifications: RevOps, CSOps, or related certifications are a plus.
Person Requirements
* Patient and active listener.
* Passion for helping customers.
* Self-driven and proactive.
* Excellent communication and interpersonal skills.
* Highly organised and able to multitask.
Seniority level
* Not Applicable
Employment type
* Full-time
Job function
* Other
Industries
* Technology, Information and Internet
London, England, United Kingdom
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