Head of Customer Operations Remote-first, UK ·B2B SaaS · Retained exec search NB - PLEASE ONLY APPLY TO THIS ROLE IF YOU HAVE OWNED THE ENTIRE POST SALE FUNCTION IN A SUB £5-10M ARR B2B SAAS BUSINESS Our client is a profitable, growing SaaS business that has recently taken on new investment. The product sits in the product & quality management space and is a business-critical tool for its clients, not a nice-to-have. The business has a solid, loyal base of hundreds of customers, but its go-to-market, customer function and systems remain immature. Early results from the live transformation are strong: revenue is on track to grow 40% in year one, and deal sizes are increasing. The investor is focused on long-term growth, and has brought in an experienced, super capable CEO who has scaled businesses like this before. The full post-sale operation: onboarding, support, training, customer success ~ Competitive base + performance bonus ~30 days leave + 8 bank holidays, employer pension, private health You've built a CS or customer operations function before — ideally in the player-coach mould. Data-driven by default: you build reporting from nothing, understand and build the KPIs and dashboards, and use the numbers to make decisions You've embraced AI in your work: automation, triage, health scoring, onboarding content or anywhere you think it makes sense Background in SaaS, ideally with a technical or compliance-driven product / service. Direct experience of regulated industries is a bonus, not essential
