Director Customer Operations

Customer Operations Director - B2B SaaS

Location: Manchester (hybrid)

Contract Type: Permanent

Salary: Circa £100,000 (depending on level of experience)

Hera has partnered with an established, growing B2B SaaS business with a multi-product portfolio.

They’re looking for a Customer Operations Director to lead their post-sale customer organisation and make sure customers consistently get real value from their products and services.

This is a senior operational leadership role reporting to the CRO. You’ll run the function day to day while reshaping how it works, building a scalable, AI-first customer operation that improves retention, service quality and cost-to-serve.

Why This Opportunity:

• Breadth of ownership: Lead Customer Success, Support, Implementation and Onboarding, and Professional Services under one remit.
• Strategic influence: Partner with Sales, Product, Technology and Finance, and shape how the business serves customers from SMB through to large enterprise.
• Transformation mandate: Simplify and standardise the customer operating model across multiple products, with the backing to make real change.
• AI-first ambition: Redesign customer journeys, workflows and roles around what AI and automation can do, rather than adding tools to old processes.

What You’ll Be Doing:

• Lead and develop the existing customer leadership team, building clear accountability and strong management disciplines.
• Own customer retention and growth, including GRR, NRR, churn and renewal readiness.
• Set segmentation, service tiers and engagement models, from scaled digital servicing to high-touch enterprise relationships.
• Own support performance, including SLAs, escalations, major incidents and root-cause problem management.
• Drive predictable implementation delivery and strong Professional Services economics, including utilisation, margin and scope control.
• Build a customer performance framework and dashboards that give one clear view of risk, service and value across the lifecycle.
• Embed AI, automation and self-service at the core of the operating model, with clear targets and proportionate human oversight.

The Three Non-Negotiables:

• Senior leadership of a multi-function post-sale SaaS organisation. You’ve had direct accountability across several of Customer Success, Support, Implementation and Professional Services, and you’ve led senior managers.
• A track record of measurable improvement. You can point to real outcomes in retention, NRR, customer satisfaction, implementation performance or cost-to-serve, and you connect customer outcomes to recurring revenue and services economics.
• An AI-first mindset with evidence to back it up. Your first question is how AI, automation and better data can remove friction before you add headcount, and you’ve redesigned workflows or team practices to deliver measurable gains in productivity or customer outcomes.

You’ll Also Excel In This Role If You Have:

• Experience running differentiated customer models across SMB and enterprise segments.
• Led operating model change in a multi-product, high-growth or acquisitive SaaS environment.
• A highly data-literate approach, using CRM, customer success and service management platforms to drive decisions.
• Credibility with C-suite customers and calm leadership through high-pressure situations.
• Bonus: experience standardising customer operations across multiple products, business units or acquisitions.

If this sounds like a role you’d be interested in discussing, please reach out to Hera for a confidential conversation.

Hera recruits with diversity and inclusion at its core and continues to embrace, champion and recognise the incredible assets that come from working and collaborating with people from all walks of life.

We’re here to support you every step of the way, so if you require reasonable adjustments during the application or interview process, please don’t hesitate to reach out to us.

We’ll guide you through how we’re able to support you with your specific needs and will ensure a fair and accessible recruitment process for all candidates, without you having to disclose the details behind your disability or condition.