VP of Customer Operations

OneAdvanced serves more than 10,000 organisations across the UK, with software that is genuinely mission-critical. Keeping those customers successful, retained, and growing is not a support function. It is a commercial imperative. That is why this role exists.

The VP of Customer Operations is the senior leader accountable for everything that happens after a customer signs — from onboarding and delivery through to support, success, and long-term retention. With OneAdvanced's ARR growth accelerating and our portfolio of sector products on our platform expanding, we need someone who can build a world-class post-sales operation at scale: one that reduces friction, drives measurable outcomes, and becomes a genuine competitive differentiator.

Backed by Vista Equity Partners and BC Partners, and recognised as an FT Best Employer in Europe 2025, we are at an inflection point. This is a seat at the table in a PE-backed SaaS business with serious growth ambitions — and the expectation that Customer Operations will be central to delivering them.

Please note: applicants must have the legal right to work in the UK at the time of application.

The VP of Customer Operations is a senior cross-functional leadership role, owning the full post-sales customer journey and accountable for the operational performance, commercial outcomes, and customer experience across OneAdvanced's multiple sector portfolios. This is not a steady-state management role — it is an opportunity to architect and continuously evolve a customer operations function capable of supporting a fast-scaling SaaS business.

Operational Excellence & Customer Experience

• Lead and continuously evolve customer operations across all sector portfolios, building scalable, efficient, and consistently high-quality service delivery that keeps pace with our growth.
• Define and implement metrics-driven processes that reduce friction, elevate satisfaction, and create a seamless experience at every customer touchpoint — from onboarding through to renewal.
• Act as the senior escalation point for major customer issues, driving swift resolution, clear communication, and robust learning loops that prevent recurrence.
• Champion an outstanding experience for high-value Platinum and Gold-tier accounts, ensuring tailored support models and measurable commercial outcomes for our most strategic relationships.

Commercial & Strategic Enablement

• Collaborate closely with Sales, Marketing, Revenue Operations, and Finance to accelerate Net Revenue Retention (NRR) and EBITDA — translating operational improvements into measurable commercial gains.
• Own the tracking and optimisation of SaaS ARR realisation from contract signature to recognised revenue, working across Professional Services, Finance, and Delivery to reduce backlog and accelerate time to value.
• Support sales and account management teams by monitoring cross-sell initiatives — including Supercharge and Expand products — and providing data-led insights that unlock growth within the existing customer base.

Cross-Functional Leadership

• Develop and maintain a best-in-class operating model in partnership with Commercial Unit VPs, ensuring consistent governance, process standards, and accountability across all customer-facing functions.
• Influence strategic decisions and cross-functional planning to deliver a customer journey that maximises Gross Revenue Retention (GRR) and Lifetime Value (LTV) at scale.
• Serve as the connective tissue between frontline customer operations and senior leadership — translating data into actionable strategy and ensuring execution is always aligned to business goals.
• Drive a culture of accountability, continuous improvement, and innovation within Customer Operations and across the broader commercial organisation.

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.

Essential Experience & Skills

• 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 — GRR, NRR, EBITDA, ARR realisation — through operational change.
• Proven ability to navigate complex matrix environments, influencing senior stakeholders and aligning disparate teams around a common goal.
• Analytical strength and data fluency — able to extract insight, diagnose root causes, and structure data-informed decision-making.
• Exceptional communication skills, with the ability to inspire, influence, and drive change from the boardroom to the front line. 
• A continuous improvement ethos, combined with the resilience, agility and ownership needed to thrive in a fast moving environment.

Leadership & Personal Attributes

• Credible and authoritative at VP level — comfortable shaping strategy and influencing the executive team.
• Operationally hands-on — able to zoom out to the strategic picture and zoom in to diagnose day-to-day performance issues.
• A natural collaborator who builds trust across Sales, Finance, Product, and Delivery without losing their own point of view.
• Resilient under pressure, with a bias for action and a high personal standard of delivery.
• PE-backed or high-growth SaaS environment experience desirable.

Right to Work

Applicants must have the legal right to work in the UK at the time of application.

Wellbeing that means something

• 26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year
• Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave
• Robust sick pay of up to 13 weeks full pay + 13 weeks half pay
• 24/7 Employee Assistance Programme for confidential support
• Private medical insurance for everyone, no medical-history exclusions

Financial benefits that have your back

• Performance-based rewards tailored to your role, from company-wide bonuses to OTE and commission structures
• Income protection: up to 75% salary for 5 years if you ever need it

Grow your career with us

• SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library
• Access to external training and apprenticeships

Making a Difference 

• MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
• Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger

Plus plenty other flexible benefits to suit your lifestyle on our RewardHub, including:

• ULEV car scheme with 1,000+ models
• Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover

At OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society.

We’re much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more.

OneAdvanced is one of the UK’s largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia.

Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation.

We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet.

Proud to be recognised in the Financial Times’ Best Employers 2026 list for the second-year running, an independent and data led ranking based on employee feedback. Join us and become part of a team that’s powering the world of work and making a real difference.

Join us and become part of a team that’s powering the world of work and making a real difference.

Learn more at www.oneadvanced.com