VP of Customer Success & Operations

About This Role

This role involves fundamentally reimagining the customer experience for a services vertical workforce management platform, leveraging autonomous AI agents to enhance efficiency and customer service. The VP will lead post-sales customer success and operational strategies across the US, unifying client onboarding, support, and service delivery.

Responsibilities

• Lead and unify the US Implementation, Customer Success, and Customer Support teams under one performance-driven strategy.
• Define and execute a cohesive client journey strategy from onboarding to long-term success and support.
• Partner closely with Sales, Marketing, Product, Finance, and Technology teams to ensure operational alignment and shared accountability.
• Drive a Client First culture that prioritises responsiveness, value delivery, and measurable outcomes.
• Embed success metrics that link platform adoption and usage with business ROI for clients.
• Lead the design, development, and deployment of robust, customer centric agentic AI solutions.
• Drive operational levers that directly impact revenue retention, upsell, and cross-sell opportunities.
• Map and continuously improve operational workflows across teams to reduce friction and handoff delays.

Requirements

• Proven experience leading multi-functional operations in an AI first, SaaS, or HR tech environment.
• Strong understanding of Implementation, Customer Success, & Customer Support across enterprise and mid-market segments.
• Demonstrated success in improving client retention, platform adoption, and customer advocacy.
• Inspirational leadership with experience managing geographically dispersed teams.
• Commercial acumen with a strong track record of contributing to revenue and client growth.
• Strategic thinker who can operationalise vision and scale systems for growth.
• Excellent stakeholder management and executive communication skills.
• Experience in a relevant industry vertical (e.g. frontline work Restaurants, Hospitality) where security and compliance are paramount.
• Familiarity with cloud platforms (AWS, Azure, Google Cloud) and modern architecture patterns.
• Relevant certifications and experience in AI, ML, or data science.
• Agentic AI Expertise: Deep understanding of Large Language Models (LLMs) and how agents use them to perform actions (e.g., function calling, tool use).
• Systems Thinking: Ability to see the big picture and design complex, integrated customer journeys.
• Technical & Commercial Acumen: Balance technical rigor with commercial understanding to deliver measurable results.
• Leadership & Coaching: Inspire teams, make tough decisions, and coach others through ambiguity.
• Problem-Solving: Address mission-critical problems with creativity and data-driven insights.

Qualifications

• Proven experience leading multi-functional operations in an AI first, SaaS, or HR tech environment.

Skills

* Required skills

Benefits