Head of Ops/Customer Success

About the Role
  
Our client is a high-growth technology business developing innovative solutions that help organisations improve operational efficiency, reduce waste and deliver measurable environmental impact. As the company enters its next phase of growth, they are looking for a Head of Operations & Customer Success to become a key member of the leadership team and take ownership of both internal business operations and the customer experience.
This is a broad, hands-on leadership position spanning two closely connected areas: ensuring the business operates effectively and ensuring customers realise lasting value from the company’s technology. The successful candidate will oversee key operational areas including finance, people, internal systems and international expansion, while also owning the post-implementation customer journey across a portfolio of major B2B customers. They will build trusted relationships with senior stakeholders, oversee onboarding and adoption, and act as a principal point of contact for strategic customer accounts.
  
Key Responsibilities

• Own the post-implementation customer journey for key B2B customers, ensuring successful onboarding, adoption, retention and long-term value realisation.
• Build trusted relationships across complex customer organisations and act as a principal point of contact for strategic accounts.
• Develop a strong understanding of each customer’s objectives, operational priorities and measures of success.
• Coordinate the resolution of customer issues and ensure commitments are delivered effectively across internal teams.
• Lead customer onboarding, training and ongoing enablement, helping users understand the technology, interpret insights and integrate the solution into their day-to-day operations.
• Drive product adoption and ensure customers can clearly understand and demonstrate the value and impact generated by the platform.
• Lead the wider Customer Experience function across both B2B and consumer customers, including support tickets, troubleshooting, complaints, returns and escalations.
• Establish and continuously improve service standards, response times and issue-resolution processes.
• Translate customer feedback, recurring issues and usage patterns into actionable recommendations for Product, Technical, Sales and Delivery teams.
• Take ownership of core business operations, ensuring priorities are translated into clear actions and delivered effectively.
• Oversee key financial operations, including cash flow, budgets, payroll, invoicing and management reporting.
• Work with external finance partners and internal stakeholders to ensure accurate financial oversight across the business.
• Support board, shareholder and investor reporting, providing clear visibility of operational and commercial performance.
• Oversee recruitment, onboarding, HR processes and the continued development of company culture as the team grows.
• Help establish the processes, partnerships and operational infrastructure required to support international expansion.
• Partner closely with the CEO on strategic planning, fundraising preparation, investor communications and wider business priorities.
• Identify operational friction and inefficiencies early, implementing practical solutions before they become larger problems.
• Build and improve internal systems, processes and documentation to enable the business to scale effectively.
• Identify opportunities to use AI, automation and modern technology to reduce manual work, improve decision-making and increase productivity.
• Oversee day-to-day business infrastructure, including workplace operations, suppliers, systems and documentation.

Requirements

• 5+ years of relevant experience across Operations, Customer Success, Client Delivery, Business Operations, Chief of Staff or a similarly broad leadership position.
• Previous experience working within an early-stage or scaling technology business.
• Demonstrable experience establishing, developing and owning senior customer or stakeholder relationships.
• Strong relationship-building skills, with the ability to earn the trust of stakeholders at multiple levels within complex organisations.
• Experience taking ownership of customer issues and coordinating internal teams to deliver effective resolutions.
• Experience with customer onboarding, training, adoption or support would be highly advantageous.
• Strong operational judgement with a proactive, solutions-focused approach and a bias towards execution.
• Commercially and financially literate, with the ability to understand budgets, cash flow, business performance and management reporting.
• Comfortable preparing or contributing to senior leadership, board, shareholder or investor reporting.
• Highly organised and dependable, with the ability to manage competing priorities and remain effective under pressure.
• Comfortable operating across a broad remit and moving between strategic initiatives and practical, hands-on tasks.
• Excellent written and verbal communication skills, with the ability to communicate confidently with customers, corporate stakeholders, investors, partners and internal teams.
• A systems-oriented mindset, with a track record of improving processes rather than simply managing existing tasks.
• Strong working knowledge of AI tools and a genuine interest in using AI and automation to improve productivity, analysis, communication and operational processes.
• Confident using spreadsheets, collaborative productivity platforms and other modern workplace technologies.
• Experience working across multiple business entities, countries or jurisdictions would be advantageous.
• Experience working with property, facilities management, housing, infrastructure or the wider built environment would be beneficial.
• Comfortable working within a lean, entrepreneurial environment where autonomy, accountability and ownership are expected.
• A hands-on approach with the willingness to take responsibility for both high-level strategic initiatives and day-to-day operational requirements.
• Motivated by building and improving a growing organisation rather than simply maintaining established processes.