Izaak H.

I’m a technology and operations leader with 12+ years’ experience scaling service delivery, client onboarding, and professional services across SaaS platforms spanning Fintech, Martech, Logistics, CXM, and enterprise systems. I’ve led multi-region teams across APAC, EMEA, and North America, delivering measurable outcomes in automation, AI enablement, and customer experience as organisations scale from SMB to mid-market and enterprise. Throughout my career, I’ve focused on aligning people, process, and platform to build delivery models that are efficient, repeatable, and customer-centric. I’ve built and led global teams, established delivery centres and operating models, and delivered transformation programs that improved service quality, reduced cost-to-serve, and increased commercial performance. In my current role at Block (Afterpay + Cash App), I lead global Technical Account Management and Infrastructure Operations, supporting a USD $29B GPV portfolio across thousands of merchants and partners. My work centres on using automation and AI where it meaningfully improves outcomes - freeing teams to focus on higher-value, advisory engagement rather than reactive support. Previously, I’ve rebuilt Account Management into Customer Success, owned Professional Services P&L, and led complex, multi-phase SaaS implementations across regulated and high-growth environments. I’ve worked extensively with CRM, workflow, marketing automation, and integration platforms, partnering closely with Product and Engineering to turn delivery insights into scalable product and service improvements. My leadership style is pragmatic and collaborative. I value clarity, strong governance, and continuous improvement - and I’m deliberate about balancing automation with human judgement to ensure technology genuinely improves both customer and commercial outcomes. Areas of focus include: • Global Service & Delivery Leadership • SaaS Implementation & Client Onboarding (SMB → Enterprise) • Professional Services & Customer Success Strategy • Automation & Applied AI (pragmatic, outcomes-led) • CRM, Workflow & Marketing Automation Platforms • Operational Governance, SLAs & Early-Life Stability • P&L Ownership, Service Attach & Margin Optimisation • Cross-Functional Leadership & Change Enablement