Director Customer Operations

Customer Operations Director - B2B SaaS

Location: Manchester (hybrid), or London (hybrid, 2 days a week)

Contract: Permanent

Package: £160,000 total package (base salary plus bonus)

We're working with an established, private equity backed B2B SaaS business to support them with their search for a Customer Operations Director who will lead their post-sale organisation and make sure every customer gets real, lasting value from working with them.

You'll report to the CRO, run a large and experienced team day to day, and reshape how it works, building a simpler, AI-first customer operation that's better for customers and for the people doing the work.

What you'll be doing:

• Supporting and developing a senior leadership team, so everyone is clear on what they own and has what they need to do it well.
• Looking after customer retention and growth, including GRR, NRR, churn and renewals.
• Shaping how different customers are served, from scaled digital support to close, high-touch enterprise relationships.
• Making sure support is consistently strong, from SLAs and escalations through to major incidents and fixing the root causes.
• Making implementations predictable and keeping Professional Services commercially healthy.
• Building one clear picture of how customers are doing across their whole journey with the business.
• Putting AI, automation and self-service at the heart of how the team works, with the right level of human oversight.

Here's what matters most to them:

• You've led at least three of these four areas in a SaaS business: Customer Success, Support, Implementation or Onboarding, and Professional Services, and you've done so within the last five years or so.
• You've led a post-sale team of around 50 or more people, through managers who were Heads of function or Directors themselves.
• You've worked in a private equity-backed B2B SaaS business recently, ideally through a period of growth or change.
• You've put AI to work. You've redesigned at least one workflow or team around AI or automation, and you can talk us through the before and after, with numbers.
• You can point to the difference you've made, whether that's in retention, NRR, customer satisfaction, SLAs, time-to-value or cost-to-serve, and you understand how it links to revenue and margin.

Bonus points if you have:

• Experience serving smaller customers and large enterprise clients in different ways.
• Led change in a multi-product or acquisitive SaaS business, ideally bringing different products or teams onto one way of working.
• Worked with public sector or regulated-sector customers.
• A love of good data, and you use your CRM, customer success and service platforms to make decisions.

If this feels like you, please do apply!

At Hera, inclusion sits at the heart of how we recruit. We believe teams are at their best when they bring together people from all walks of life, and we're proud to champion that in every search we run.

We're here to support you every step of the way. If you'd like any adjustments during the application or interview process, just let us know. We'll talk you through how we can support you and make sure the process feels fair and accessible, without you needing to share the details behind your disability or condition.