Chief Operating Officer

We’re looking for a COO/VP of CS / Chief Customer Officer to own the post-sale customer journey and enhance and create processes and standards that enable rapid scaling across multiple customer segments – high touch to long tail. 

The COO will be responsible for leading the following teams: 

• Client Services 

• Operations Support team 

• Technical Support Team 

• Customer Success Team 

You’ll build two new functions – Customer Success and Technical Support – who’ll sit alongside the existing Client Services and Operations Support teams.  

The goal is to build a customer journey that allows these teams to work seamlessly together and deliver revenue growth through Product Adoption, Time to Value, Churn, Upsell, and Expansion outcomes.  

You’ll ensure the CS team is positively contributing to the pre-sales process – joint success plans are fundamental to the handover and onboarding experience and allow for market-leading TTFV (Time to First Value). 

This hire will be a key member of the SLT and collaborate closely with all key functions of the business. 

About You: 

• 10 years of experience in client-facing roles in enterprise software, SaaS, or consulting 

• 5 years of experience building and managing large post-sale teams across multiple functions – CS, Support, Client Services, Operations 

• Experience in Cybersecurity/OR deep experience carrying a business through a similar scaling stage successfully.       

• Experience managing global deployments for multinational customers. 

• A track record of creating journeys that delight customers and lead to win-win outcomes. 

• Automation – knowledge and experience in implementing tooling that enhances customer experience and leads to operational efficiencies across the team.  

• Experience working across multiple customer segments and creating appropriate engagement models. 

• A start-up/scale-up operator who is comfortable operating in an ambiguous environment where there isn’t a playbook for every scenario. 

• Motivated to build a global team that delivers high impact at scale. 

Nice to Have: 

• Experience with video, or live sports markets. 

Responsibilities: 

Set the overall vision and strategic plan for the Customer Success and Operations organisation, focusing on driving repeatable and scalable onboarding, product adoption and usage, support systems, leading to positive customer business use cases and advocacy, leading to customer expansion: 

• Drive customer outcomes, product adoption, and customer experience 

• Direct the role of CS in the technical assessment as part of the sales process. 

• Develop and oversee the execution of the implementation playbook. 

• Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores 

• Retain low churn levels and drive new business growth through greater advocacy and referenceability 

• Build and lead a world-class team: 

• Recruit and develop a high-performing team. 

• Develop company-wide customer success strategy and operating model integrating processes, content, and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc) 

• Foster collaboration and best practice sharing within the FMTS team and across customers. 

• Drive operational practices to track the performance of teams and individuals, from deployment to support and expansion. 

• Work closely with the sales management to align on adoption and expansion strategies, renewal forecasting, coverage plans, account opportunities, and delivery of CSQLs. 

• Drive Account Growth Outcomes: 

• Expand our revenue in accounts through new sales and up-sell opportunities. 

• Influence future lifetime value through higher product adoption, value realisation, customer satisfaction, and overall health scores 

• Implement a world-class support structure, define clear support targets, and be responsible for ensuring we meet them – ultimately overall responsibility for the performance of user support desk and technical support. 

• Where appropriate, engage and positively influence customer outcomes directly via senior executive relationships. 

• Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization. 

• Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate.