About the Role

Our client is seeking a Head of Customer Operations to lead the full customer journey, from onboarding to ongoing success and support.
This role will oversee Implementations, Customer Success, and Customer Support, ensuring a seamless and scalable experience that drives adoption, value, and loyalty.
The ideal candidate will play a key role in driving operational efficiency, supporting growth, and maintaining a reputation for exceptional service with a lean, high-performing team.

Key Responsibilities

• Lead initiatives to accelerate customer Time to Value by embedding self-service enablement and process excellence throughout onboarding.
• Drive measurable outcomes that promote strong adoption, long-term retention, and reduced churn.
• Oversee continuous improvement in support operations, ensuring service levels, responsiveness, and outstanding customer satisfaction.
• Develop and mentor a high-performing team across Implementations, Success, and Support, fostering accountability and growth.
• Partner closely with Sales, Product, and Engineering to deliver a seamless, proactive customer experience.
• Execute strategic programs that balance customer excellence with operational scalability and overall business performance.

Requirements

• Demonstrated leadership experience in Customer Operations or a comparable senior role within SaaS.
• Proven ability to build and manage high-performing teams while driving efficiency and customer satisfaction.
• Strong expertise in project management and process optimization.
• Exceptional communication and stakeholder management skills.
• Customer-centric mindset with a commercial focus on retention and long-term value.
• Solid technical understanding of SaaS platforms, with practical experience in onboarding and/or support functions.