Head of Customer Operations
Core
Lead operational integration and alignment of Technical, Renewals, and Post-Sales functions to create a cohesive operational engine for the customer lifecycle.
Role type
Senior IC Head of Customer Operations
Builds
Unified operational frameworks, standardized handoff protocols, and shared cadence routines across pre-sales and post-sales.
Domain
SaaS / Cybersecurity / Cloud Security
Required skills
Global leadership, cross-functional team management, strategic insight, process building, governance frameworks, data-driven management, pre-sales technical engagement, renewal sales motion, post-sales adoption, matrixed organization navigation, executive presentation, KPI management (Net Retention, On-Time renewals, POV win-rate), budgeting, resource allocation.
Preferred skills
Advanced analytical skills, executive presentation skills, experience navigating matrixed organizations, liaison between senior leadership and execution teams.
Responsibilities
Lead operational integration of Technical, Renewal, and Post-Sales functions; Establish unified operational frameworks and handoff protocols; Identify operational redundancies and bridge communication gaps; Maintain alignment with GTM Leadership on operational health and risks; Partner with Leadership to translate priorities into roadmaps; Drive operational efficiencies aligned to KPIs; Define scope, ownership, and performance benchmarks for managed leaders; Oversee team tooling, resource allocation, and budget.
Seniority
Senior, hands-on IC