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- Tasks: Lead customer support for ERP solutions, ensuring satisfaction and retention.
- Company: Join a respected ERP solutions provider focused on customer success.
- Benefits: Fully remote role with opportunities for professional growth and development.
- Why this job: Make a real impact by enhancing customer experiences in a dynamic SaaS environment.
- Qualifications: Experience in account management or customer success within SaaS or ERP.
- Other info: Work in a supportive culture that values customer relationships and operational excellence.
The predicted salary is between 72000 - 108000 £ per year.
Remote – UK Residents Only
Chapman Tate Associates are partnering with a leading end-to-end ERP solutions provider delivering enterprise-grade SaaS and ERP platforms into the Manufacturing, Supply Chain, Distribution and Logistics sectors.
This opportunity is specifically aimed at professionals who understand the realities of working in complex IT-led SaaS / ERP environments.
The Context:
- Implementation timelines and resource constraints
- Change requests and scope evolution
- SLA performance and service credits
- Complex quotations tied to professional services
- Margin protection within delivery-led engagements
- Cross-functional coordination between sales, pre-sales, delivery and development
This role sits at the centre of that ecosystem.
The Role:
As Head of Customer Support, you will act as the senior commercial and relationship owner across strategic ERP accounts. This is not a new business sales or quota led role. It is a commercially disciplined, governance-focused leadership position responsible for:
- Overseeing structured quotation processes aligned to scope and capacity
- Managing service levels and customer expectations
- Acting as escalation point for complex customer queries
- Protecting margin within service-based SaaS contracts
- Driving retention through operational excellence
- Leading and scaling the Account Management / Customer Success function
You will bridge technical delivery teams and commercial strategy — ensuring customers receive a consistent, professional and transparent experience.
What We’re Looking For:
- Senior Account Management, Customer Success or Client Services leadership experience within SaaS or ERP environments
- Exposure to ERP implementation projects and services-led engagements
- Experience working alongside technical consultants, developers and delivery managers
- Strong commercial acumen around professional services quoting, scope control and contract governance
- Experience managing enterprise or multi-site accounts
- The ability to balance customer advocacy with operational reality
If you’ve worked in ERP, you understand that retention is built through clarity, structure and trust — not discounting or overpromising.
What Success Looks Like:
- High customer retention across ERP accounts
- Improved governance around quotations and scope control
- Strong SLA performance and customer satisfaction
- Increased recurring and services revenue driven through trusted relationships
- Clear ownership and accountability across the customer base
This is a fully remote opportunity (UK residents only) within a growing, respected ERP solutions provider where the customer function is central to long-term strategy.
For a confidential conversation, contact Chapman Tate Associates directly.
Head of Customer Support employer: Chapman Tate Associates
Contact Detail:
Chapman Tate Associates Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Support
✨Tip Number 1
Network like a pro! Reach out to your connections in the SaaS and ERP space. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have a lead on that perfect Head of Customer Support role!
✨Tip Number 2
Show off your expertise! Create content related to customer support in SaaS/ERP environments. Whether it’s a blog post, a LinkedIn article, or even a video, sharing your insights can position you as a thought leader and attract potential employers.
✨Tip Number 3
Prepare for interviews by diving deep into the company’s customer support strategies. Research their current challenges and think about how your experience can help them improve. Tailoring your approach will show you’re genuinely interested and ready to make an impact.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got some fantastic opportunities waiting for you. Plus, applying directly shows your enthusiasm and commitment to joining our team at StudySmarter.
We think you need these skills to ace Head of Customer Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Head of Customer Support. Highlight your experience in SaaS or ERP environments, and don’t forget to showcase your leadership skills in customer success or account management.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re the perfect fit for this role. Mention specific experiences that relate to managing complex customer relationships and how you've driven retention in the past.
Showcase Your Commercial Acumen: We want to see your understanding of professional services quoting and contract governance. Include examples of how you've successfully managed service levels and customer expectations in previous roles.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Chapman Tate Associates
✨Know Your ERP Inside Out
Make sure you brush up on your knowledge of ERP systems and SaaS environments. Understand the specific challenges and nuances of customer support in these sectors, as this will help you demonstrate your expertise during the interview.
✨Showcase Your Customer Success Stories
Prepare to share specific examples of how you've successfully managed customer relationships in the past. Highlight instances where you've improved customer satisfaction or retention, especially in complex IT-led environments.
✨Understand the Role's Ecosystem
Familiarise yourself with the various stakeholders involved in the role, such as sales, delivery, and technical teams. Be ready to discuss how you would bridge gaps between these functions to ensure a seamless customer experience.
✨Demonstrate Commercial Acumen
Be prepared to discuss your experience with service-level agreements (SLAs), quoting processes, and contract governance. Show that you understand the importance of balancing customer advocacy with operational realities to protect margins.