Head of Customer Experience & Retention (ERP SaaS, Remote)

Chapman Tate Associates; United Kingdom; Remote; GBP 80,000 - 120,000; Full time

Job summary

A leading ERP solutions provider is seeking a Head of Customer Support to oversee commercial relationships across strategic accounts. This role involves managing service levels and customer expectations while ensuring operational excellence in a remote setting. Ideal candidates will have senior experience in Customer Success or Account Management within SaaS or ERP environments, emphasizing commercial acumen and the ability to build trusted relationships. This position focuses on customer retention and governance, offering a central role in a growing organization.

Qualifications

• Senior experience in Account Management, Customer Success or Client Services.
• Exposure to ERP implementation projects and service engagements.
• Ability to balance customer advocacy with operational reality.

Responsibilities

• Manage service levels and customer expectations.
• Oversee structured quotation processes.
• Drive retention through operational excellence.

Skills

Account Management

Customer Success Management

Commercial Acumen

ERP Implementation

Technical Coordination

Job description

A leading ERP solutions provider is seeking a Head of Customer Support to oversee commercial relationships across strategic accounts. This role involves managing service levels and customer expectations while ensuring operational excellence in a remote setting. Ideal candidates will have senior experience in Customer Success or Account Management within SaaS or ERP environments, emphasizing commercial acumen and the ability to build trusted relationships. This position focuses on customer retention and governance, offering a central role in a growing organization.