Gameface Associates Ltd
Head of Customer Operations
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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
The company
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. They have already made new senior appointments in sales and product. The customer function, where we see the greatest opportunity, comes next.
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The role
This is the first senior hire into the customer function, and you'll build it from the ground up. You'll sit on the leadership team reporting into the CEO, with a small team from day one, and total autonomy to build the function your way. You’ll own:
- The full post-sale operation: onboarding, support, training, customer success
- Retention and renewals — keeping and growing a loyal, established base
- Customer satisfaction and other key metrics
- Tools, workflows and AI enhanced systems that cut cost-to-serve and enable more bespoke approaches for the high value clients
- A new professional services offering — scoped, packaged and priced
- Revenue growth from the existing base — upsell, expansion
- A small team to develop and lead
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Competitive base + performance bonus
30 days leave + 8 bank holidays, employer pension, private health
You
You've built a CS or customer operations function before — ideally in the player-coach mould. You can point to the frameworks, tools and the teams you’ve had success with
Data-driven by default: you build reporting from nothing, understand and build the KPIs and dashboards, and use the numbers to make decisions
Commercially sharp — you spot upsell and expansion opportunities
You've embraced AI in your work: automation, triage, health scoring, onboarding content or anywhere you think it makes sense
Comfortable with ambiguity and a fast pace.
Background in SaaS, ideally with a technical or compliance-driven product / service. Direct experience of regulated industries is a bonus, not essential
Exclusively via Gameface
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