SVP, Customer Operations

A bit about the role and what you’ll deliver...
Trustonic’s SaaS platform helps businesses across the globe make smartphones affordable for the many, enabling global access to devices and digital finance through the world’s most secure smartphone locking technology. As we grow, we’re looking for an SVP, Customer Operations to join our Executive Team and lead the technical side of every customer relationship, from the first conversation to long-term partnership.
You’ll report to our CEO and sit alongside our CRO, COO and SVP, Product and SVP, Engineering as a peer. You’ll lead two experienced VPs, who in turn lead our Sales Engineering, Implementation, Technical Account Management and Technical Support teams.
In this role you will:
Shape company strategy and decisions as a member of the Executive Team.
Champion a joined-up customer experience, with technical and commercial teams working hand in glove.
Sponsor a Technical Account Management model that deepens relationships and opens up new opportunities with customers.
Set the direction for fast, high-quality onboarding and support that customers can rely on.
Develop your leaders and grow teams in new regions as we expand.
Who you are...
A collaborative, people-first leader who builds trust across commercial and technical teams.
Someone who cares deeply about customers and turns their needs into great experiences.
Calm and clear when things are ambiguous or moving quickly.
Comfortable as a peer at Executive Team level, contributing to the whole business and not only your own area.
Someone who naturally spots what matters and brings it forward.
A clear, warm communicator with colleagues and senior customers alike.
What makes you, you...
We’re interested in what you’ve achieved, not in ticking boxes. You’re likely to have:
Senior leadership experience in customer operations, technical support, delivery or customer success, ideally in B2B SaaS.
Experience growing teams through periods of change, including across regions and time zones.
Experience working with commercial teams to grow customer relationships and revenue.
Curiosity about complex technical solutions, and the confidence to shape them.
A structured, measured approach to setting goals and tracking progress.
An understanding of SaaS customer models and growth measures such as net revenue retention.
Experience with partner or OEM relationships would be a bonus.
A degree in business or a technical subject, or equivalent experience gained through your career.
An MBA is welcome but not required. Your experience matters more than your qualifications.

Skills
Account Management, Customer Success, Onboarding

Employment type
Full-time

Work arrangement
Yes