VP, Customer Operations

North West | Hybrid (3 days in office)
£100,000 base + bonus + benefits

The Opportunity

We are seeking an experienced Vice President of Customer Operations to join the executive leadership team of a growing enterprise SaaS business.

This is a critical, business-shaping role.

Reporting directly to the CEO, you will take full ownership of the post-sales customer lifecycle — unifying Client Delivery, Service Delivery and DevOps / Service Operations under a single, accountable operating model.

The mandate is clear:

Deliver predictable execution, operational reliability, and customer confidence at scale.

You will inherit three direct reports and lead the transformation of how customers are onboarded, supported, and operationally served in-life.

The Role

You will:

• Own end-to-end post-sales customer operations

• Establish clear lifecycle accountability from implementation through ongoing service

• Improve platform reliability, incident management, and operational maturity

• Professionalise enterprise onboarding and implementation governance

• Transform support from reactive to proactive service management

• Reduce escalations and increase executive customer confidence

• Introduce structured KPIs, reporting cadence, and cross-functional operating rhythms

• Partner closely with Product, Engineering, and Sales to eliminate functional silos

This is not a relationship-management role.
It is an operational transformation role.

What We’re Looking For

We are seeking a senior SaaS operator who has:

• 10+ years in enterprise SaaS or cloud technology environments

• Led multiple post-sales functions simultaneously (Delivery, Support, Operations)

• Operated at VP, Senior Director, or equivalent leadership level

• Stabilised platforms and improved operational performance

• Built scalable enterprise implementation frameworks

• Driven SLA performance, reduced incident frequency, and improved predictability

• Worked closely with Engineering in cloud environments (AWS experience preferred)

You must be comfortable holding teams accountable, introducing operational discipline, and making structural improvements where needed.

We are looking for a builder — not a caretaker.

What Success Looks Like (First 6 Months)

• Clear lifecycle ownership across post-sales functions

• Reduced escalations and improved platform predictability

• Improved implementation consistency and time-to-value

• Operational KPIs visible, structured, and trending positively

• Stronger executive-level customer confidence

Package

• £100,000 base salary

• Performance bonus

• 5% salary contribution

• 25 days holiday + birthday + bank holidays

• Private medical insurance

• Death in service

• Hybrid working (3 days in office, North West)

Why This Role Is Compelling

This is a rare opportunity to shape the operational backbone of a scaling enterprise SaaS business — working directly with the CEO and influencing the entire leadership team.

You will have genuine executive ownership and the mandate to build a best-in-class customer operations function.

Please APPLY by sending an updated copy of your CV to gday@leap29.com