Head of Customer Operations

Role overview

This opportunity is for a senior customer operations leader to shape the customer function of a profitable SaaS company that has recently secured fresh investment. The product supports product and quality management, making it a core operational tool for customers rather than a discretionary add-on.

The business already works with a large and loyal customer base, but its go-to-market approach, customer processes and internal systems are still in an early stage. The transformation is already showing promising momentum, with year-one revenue forecast to rise by 40% and average deal size increasing. Backed by an investor focused on sustainable growth, the company has appointed an experienced CEO and strengthened sales and product leadership. The next major build-out is the customer function, where the most significant upside is expected.

What the role involves

This is the first senior appointment within the customer organisation. You will establish the function from the ground up, join the leadership team, and report directly to the CEO. With a small team in place from day one and a high degree of independence, you will have the freedom to design and implement the operating model in the way you believe will work best.

Key areas of ownership

• Leading the complete post-sale journey, including onboarding, support, training and customer success
• Driving retention and renewals while protecting and growing an established customer base
• Improving customer satisfaction and monitoring the core metrics that matter
• Designing tools, workflows and AI-enabled systems that reduce cost-to-serve and support more tailored service for higher-value accounts
• Creating a new professional services proposition, including scope, packaging and pricing
• Expanding revenue from existing customers through upsell and account growth
• Managing and developing a small team

Package and benefits

The offer includes a competitive base salary with a performance bonus, 30 days of annual leave plus 8 bank holidays, employer pension contributions and private healthcare.

What you bring

You should have previously built a customer success or customer operations function, ideally in a hands-on player-coach capacity. You will be able to reference the operating frameworks, tools and team structures you have introduced and the results achieved.

A strong analytical mindset is essential: you are comfortable building reporting from scratch, defining the right KPIs, creating dashboards and using data to guide decisions. You will also need a commercial approach, with the ability to identify opportunities for upsell and expansion.

The role calls for someone who already uses AI in practical ways, whether for automation, triage, health scoring, onboarding content or similar applications. You should be comfortable working in ambiguous, fast-moving environments and bring experience from SaaS. A background in a technical or compliance-led product or service is preferred. Experience in regulated sectors would be advantageous, though not required.

Additional information

The position is remote-first within the United Kingdom. The search is being handled exclusively through Gameface Associates Ltd.