VP Customer Success & Operations- B2B Fintech & Trading
Our client is hiring a VP Customer Success & Operations to build a repeatable global operating system that supports scale, delivery excellence, and commercial execution across a fast-growing fintech infrastructure business. This is a pivotal leadership role, working closely with the CEO and cross-functional teams to productize the company's offering, improve delivery capability, and reduce dependency on the CTO across presales, delivery, and launch operations.
What you'll be responsible for:
Productization & commercial packaging
- Convert a broad capability set into 2–4 flagship product lines with clear inclusions, exclusions, pricing logic, and implementation timelines
- Define standard deployment models across SaaS, private cloud, and hybrid, including the operational, security, and support implications of each
- Build product factsheets and sales enablement materials covering features, security posture, integrations, launch timelines, and support models
GTM operations
- Own sales operating cadence, including CRM stages, forecasting, win/loss feedback loops, and pipeline hygiene
- Build a deal desk with clear pricing governance, discount rules, SOW templates, change-order models, and margin controls
- Standardise presales solutioning so technical leadership is not required in every commercial conversation, using discovery templates, architecture diagrams, integration checklists, and compliance/security packs
Delivery operations
- Build and lead a delivery function covering Implementation Project Managers, Solution Engineers, QA/UAT, and Release Management
- Establish and embed a gated delivery methodology across discovery, solution design, integration, UAT, launch, and hypercare
- Enforce scope control through acceptance criteria, delivery exit gates, and structured change-order processes
Compliance-by-design & risk controls
- Own partner selection and integration readiness across key operational components
- Support liquidity aggregation and trading technology capabilities across crypto, FX/CFDs, and broader multi-asset environments
- Oversee wallet/custody components, treasury controls, and tokenisation workflows where relevant
- Ensure operational readiness aligns with security expectations, access controls, and regulated client requirements
Customer success operating model
- Build a structured post-launch operating model covering onboarding, hypercare, monthly operational reviews, QBRs, and renewal/expansion motions
- Implement and track key metrics such as time-to-launch, incident rate, SLA compliance, adoption, and net revenue retention
- Work cross-functionally to ensure a seamless customer experience from presales through to launch and long-term growth
Leadership & operational scale
- Build a scalable operating model across GTM, delivery, and platform operations
- Lead cross-functional operating cadence across Sales, Product, Engineering, and Support
- Drive consistency, accountability, and operational discipline across multi-region teams and enterprise-grade delivery environments
Skills:
- 5–7+ years experience in fintech, trading infrastructure, brokerage, or exchange technology
- Proven experience building or running GTM, Delivery, and Platform Operations within a B2B product company
- Strong technical literacy across trading platform architecture, order and risk concepts, APIs, and market data feeds
- Deep understanding of multi-asset operational environments, including digital and traditional asset classes
- Strong grasp of security, access control, and the expectations of regulated clients
- Experience scaling global operations across multi-region teams and integration-heavy enterprise environments
- Commercially minded with the ability to balance strategic thinking and hands-on execution
- Highly operational, structured, and able to build repeatable systems in fast-growth environments
- Confident working cross-functionally with senior stakeholders across commercial and technical teams
- Comfortable bringing clarity, process, and accountability to complex delivery and launch environments
- Resilient, pragmatic, and able to operate effectively in a high-growth business undergoing scale and transformation
