At OneAdvanced, we are on a mission to help organisations reimagine their digital future. As a key member of the leadership team within our Accelerator Commercial Unit, the Vice President of Customer Operations will be instrumental in driving operational excellence, enabling growth, and delivering exceptional customer experiences.
This role is a unique opportunity to influence outcomes at scale — leading initiatives that span customer success, service operations, escalations, commercial growth enablement, and operational maturity. You’ll work across functions, challenge the status quo, and ensure our most valuable customers realise rapid and enduring value from their investment in OneAdvanced.
Lead and continuously evolve customer operations to ensure scalable, efficient, and high-quality service delivery across the Accelerator portfolio.
Define and implement metrics-driven processes that elevate customer satisfaction, reduce friction, and ensure consistency across every customer touchpoint.
Act as the senior escalation point for major customer issues, driving swift resolution and learning loops to improve future performance.
Prioritise and champion an outstanding experience for our high-value Platinum and Gold-tier accounts, ensuring tailored support and measurable outcomes.
Collaborate closely with Sales, Marketing, Revenue Operations, and Finance to accelerate Net Revenue Retention (NRR) and EBITDA through streamlined processes and cross-functional alignment.
Track and optimise SaaS ARR realisation from contract signature to revenue, working across Professional Services, Finance, and Delivery to reduce backlog and accelerate time to value.
Support the sales and account management teams by monitoring cross-sell initiatives (e.g. Supercharge and Expand products), providing data-led insights to unlock growth opportunities.
Develop and maintain a best-in-class operating model in partnership with other Commercial Unit VPs, ensuring consistent governance and process across all customer-facing functions.
Serve as the liaison between frontline customer operations and strategic leadership, aligning execution to business goals and translating data into actionable strategy.
Drive a culture of accountability, continuous improvement, and innovation within the Customer Operations function and beyond.
You are a proven leader in customer operations with a deep understanding of the commercial drivers behind SaaS growth. You bring both strategic vision and operational rigour — and know how to mobilise cross-functional teams to deliver impact.
A customer-obsessed, growth-oriented mindset, with experience driving high performance in post-sales operations or customer success at scale.
Strong commercial acumen with a track record of improving key SaaS metrics (NRR, EBITDA, ARR realisation) through operational change.
Experience in navigating complex matrix environments, influencing senior stakeholders, and aligning disparate teams to a common goal.
Analytical strength and data fluency — able to extract insights, diagnose root causes, and structure data-informed decision making.
Exceptional communication skills, with the ability to inspire, influence, and drive change from boardroom to front line.
A continuous improvement ethos, combined with the resilience, agility, and ownership needed to thrive in a fast-moving environment.
Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral
Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally
Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important
Recognition – Highlighting and rewarding the great work our people do
Making a Difference – we provide opportunities to help our people make a difference to the causes they care about
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