Head of Customer Success & FinOps

Job description

WHO ARE WE? 1Nebula is a next-generation SaaS technology business focused on providing enterprises with cloud and technology expense management services and tools to accelerate their cloud journey. Our OneView platform gives CIOs and CFOs at large enterprises a single, allocated view across mobile, voice, Microsoft Teams, contact centre, WAN, cloud and IT financial management - and our FinOps practice turns that visibility into money back on the bottom line. We are a self-funded technology ISV headquartered in South Africa with operations in the UK and the Netherlands, building toward becoming a top-ten ISV structured around 150 co-owners. We have taken no outside capital, which means we answerto our customers and our people rather than to a funding round. We hire amazing people from across South Africa, making our diverse group of team members - called N48Xers - a force to be reckoned with. Learn more about our people and culture here: 1Nebula culture video 1 1Nebula culture video 2 THE OPPORTUNITY You will lead our combined Customer Success and FinOps function across three countries, and you will be accountable for whether our customers stay, grow, and can point at what we saved them. You will sit on the Executive Committee and report to the Managing Director: Managed Services. WHAT YOU WILL DO (YOUR KEY RESPONSIBILITIES) Hold ultimate ownership of the contract and the senior stakeholder relationship for every account in the portfolio. Own Net Revenue Retention, gross retention and expansion across the account base - from early risk identification through commercial negotiation. Own the health-check framework that tells us which accounts are at risk long before they tell us themselves, including Customer NPS & CSAT Own feasibility studies and Proof of Value engagements that decide what we take on and how we scope it. Hold final say on the quality of everything the function produces - dashboards, customer reports, steering committee packs. You set the bar and you defend it. Own the delivery methodology, the FinOps Certified Platform certification programme, the training strategy, and the channel that turns what customers tell us into what our product team builds. Own Service Desk prioritisation for the function - turnaround times, first-time resolution, and SLA performance, both at the Service Desk level and within your own teams. Champion AI adoption across the function's day-to-day operations, driving measurable operational gains. Represent Customer Success & FinOps at Executive Committee level, reporting performance and strategy to the CEO and ExCo. Hire, shape and grow a team - with employee eNPS as a measure you are held to, not a survey you run. Own vendor and partner relationship management. MORE ABOUT YOU (OUR REQUIREMENTS FOR THE ROLE) Although we believe in the potential of others more than anything else, there are some minimum requirements we would look for, so please consider these before sending us your application. Qualifications Relevant tertiary qualification in business, technology, finance or a related discipline. Postgraduate business qualification advantageous. FinOps Certified Practitioner or Professional advantageous - expected within the first year if not already held. Experience 10+ years in customer success, service delivery or account leadership in B2B technology, with 5+ years at head-of-function level. Direct, named accountability for a revenue retention number (NRR, GRR or equivalent) across an enterprise portfolio. Experience leading multi-disciplinary teams combining relationship-facing and technical/analytical delivery roles. Stakeholder management and negotiation experience at CIO, CFO and Executive Committee level in enterprises of 500+ employees. Commercial negotiation experience - contract renewals, upsell, contract structuring. A track record of building process, methodology and standards from a low base in a scale-up, rather than operating an inherited machine. Working knowledge of technology expense management, telecom expense management, or cloud FinOps. Experience operating across multiple geographies and distributed teams. Advantageous: ownership of a services P&L or delivery margin, experience in the Microsoft or AWS partner ecosystem, experience taking an organisation through a formal vendor or industry certification, or a track record deploying AI tooling into an operational function with measured productivity outcomes. OUR AMAZING PERKS! Enjoy 20 leave days a year, plus a “mulligan day” each quarter after meeting all your deliverables - that's 4 extra leave days annually. High-spec laptop and equipment so you can comfortably work remotely. A once-off at-home office allowance to set up your home office. Flexible working hours - a flexible schedule from Monday to Friday where you can make the hours work for you. Access to our well-being programme and employee support services - work/life balance matters for you and your family, so this perk is for them too. Grow your skills with paid-for Microsoft courses and certifications. Take up a hobby - unlock a training allowance every two years to do something non-work related. Give back by participating in our Culture and Social Responsibility initiatives. Free Gap cover.