Vice President Customer Operations
(Hybrid | North West | 3 days office / 2 remote)
Motive Group are supporting a high-growth B2B SaaS business as they hire a VP, Customer Operations to take executive ownership of the post-sales customer journey-from enterprise onboarding through in-life service and platform reliability.
This is a true transformation role, bringing together DevOps / Service Operations, Client Delivery, and Service Delivery under a single accountable leader.
You’ll introduce operational discipline, strengthen cross-functional execution, and build scalable processes that deliver predictable outcomes as the company grows.
What you’ll lead:
- End-to-end Customer Operations ownership across implementation, support and operational service
- DevOps / Service Operations: reliability, monitoring, incident response, capacity and change management
- Client Delivery: repeatable enterprise onboarding, implementation governance, documentation, handover into BAU
- Service Delivery: proactive support model, SLAs, escalations, performance metrics, customer confidence
What success looks like (early):
- Clear accountability across the customer lifecycle
- Reduced escalations and improved operational predictability
- More consistent onboarding timelines and time-to-value
- Stronger executive customer relationships and measurable improvements in CSAT / NPS and service KPIs
What we’re looking for:
- 10+ years in SaaS / enterprise technology
- Leadership across multiple post-sales functions (Delivery + Support + DevOps / Operations)
- Proven operator at VP / Senior Director level building scalable operating models
- Strong understanding of enterprise implementations, managed services/support, and cloud environments (AWS preferred)
Location: North West (Hybrid - 3 days per week in-office).