Director, AI-Driven Customer Operations

Hera; United Kingdom; On-site; GBP 95,000 - 115,000; Full time

Job summary

Hera is seeking a Customer Operations Director in the United Kingdom to lead post-sale customer outcomes. This senior role reports to the CRO and aims to build an AI-first customer operation that improves retention, service quality and cost-to-serve across multiple products.

You will lead Customer Success, Support, Implementation and Onboarding, plus Professional Services, with a mandate to standardise the operating model while partnering with Sales, Product, Technology and Finance.

Qualifications

• Senior leadership of a multi-function post-sale SaaS organisation.
• Track record of measurable improvement in retention, NRR, CSAT or cost-to-serve.
• AI-first mindset with evidence of using AI/automation to improve productivity.

Responsibilities

• Lead and develop the existing customer leadership team.
• Own customer retention and growth, including GRR, NRR, churn and renewal readiness.
• Set segmentation, service tiers and engagement models from digital servicing to high-touch enterprise relationships.
• Own support performance, including SLAs, escalations, major incidents and root-cause problem management.
• Drive predictable implementation delivery and strong Professional Services economics, including utilisation, margin and scope control.
• Build a customer performance framework and dashboards that give one clear view of risk, service and value across the lifecycle.
• Embed AI, automation and self-service at the core of the operating model, with clear targets and proportionate human oversight.

Skills

Senior leadership

Cross-functional leadership

Customer operations

SaaS experience

Tools

CRM platforms

Service management platforms

Job description

Hera is seeking a Customer Operations Director in the United Kingdom to lead post-sale customer outcomes. This senior role reports to the CRO and aims to build an AI-first customer operation that improves retention, service quality and cost-to-serve across multiple products.

You will lead Customer Success, Support, Implementation and Onboarding, plus Professional Services, with a mandate to standardise the operating model while partnering with Sales, Product, Technology and Finance.