Head of Customer Operations

Responsibilities

• Lead the operational integration and alignment of the Technical, Renewal, and Post-Sales functions.
• Establish unified operational frameworks, standardized handoff protocols, and shared cadence routines across pre-sales technical alignment, renewals, and post-sales delivery.
• Identify operational redundancies, bridge communication gaps between teams, and build end-to-end visibility to better enable and support the Post Sales leadership.
• Maintain close alignment with GTM Leadership to report on operational health, resource utilization, organizational risks, and key performance initiatives.
• Partner regularly with Leadership to translate business priorities into structured operational roadmaps and track progress against strategic targets.
• Drive key operational efficiencies that align to the organizations KPIs (Net Retention Rate, On-Time renewals, POV win-rate and lifecycle as well as other metrics).
• Define clear scope, ownership structures, and performance benchmarks for each managed leader and their team members.
• Cultivate a high performing, transparent, and collaborative team culture across technical and customer facing domains, utilizing the Servant Leadership style as a core anchor.
• Oversee team tooling, resource allocation, and budget considerations to maximize operational leverage and return on investment.

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