Head of Customer Support

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.
• Strong commercial acumen around professional services quoting, scope control and contract governance.
• Experience managing enterprise or multi-site accounts.
• Ability to balance customer advocacy with operational reality.

Responsibilities

• Manage service levels and customer expectations.
• Oversee structured quotation processes.
• Drive retention through operational excellence.
• Drive retention through operational excellence.
• Lead and scale the Account Management / Customer Success function.
• Bridge delivery teams and commercial strategy to ensure a consistent, professional experience.

Skills

Account Management

Customer Success Management

Commercial Acumen

ERP Implementation

Technical Coordination

Job description

Chapman Tate Associates are partnering with a leading end-to-end ERP solutions provider delivering enterprise-grade SaaS and ERP platforms into the Manufacturing, Supply Chain, Distribution and Logistics sectors.

In modern times we may come to call this role as a Head of Customer Happiness, Customer Experience Champion, Customer Journey Director, Customer Insights & Experience Lead, Head of Customer Advocacy, Head of Technical Support, Technical Support Services Manager or Customer Support Manager. There could be others but if you are involved in working with Customers, that’s a start so we would be interested in hearing from you.

This opportunity is specifically aimed at professionals who understand the realities of working in complex IT-led SaaS / ERP environments.

If you’ve operated at senior level within ERP implementation, managed service software accounts, or customer success functions inside a SaaS delivery model — this will feel familiar.

The Context

In ERP and SaaS, customer relationships are rarely simple.

• Implementation timelines and resource constraints
• Change requests and scope evolution
• SLA performance and service credits
• Complex quotations tied to professional services
• Margin protection within delivery-led engagements
• Cross-functional coordination between sales, pre-sales, delivery and development

This role sits at the centre of that ecosystem.

The Role

As Head of Customer Support, you will act as the senior commercial and relationship owner across strategic ERP accounts.

This is not a new business sales or quota led role.

It is a commercially disciplined, governance-focused leadership position responsible for:

• Overseeing structured quotation processes aligned to scope and capacity
• Managing service levels and customer expectations
• Protecting margin within service-based SaaS contracts
• Driving retention through operational excellence
• Leading and scaling the Account Management / Customer Success function

You will bridge technical delivery teams and commercial strategy — ensuring customers receive a consistent, professional and transparent experience.

What We’re Looking For

We are keen to speak with individuals who have:

• Senior Account Management, Customer Success or Client Services leadership experience within SaaS or ERP environments
• Exposure to ERP implementation projects and services-led engagements
• Experience working alongside technical consultants, developers and delivery managers
• Strong commercial acumen around professional services quoting, scope control and contract governance
• Experience managing enterprise or multi-site accounts
• The ability to balance customer advocacy with operational reality

If you’ve worked in ERP, you understand that retention is built through clarity, structure and trust — not discounting or overpromising.

What Success Looks Like

• High customer retention across ERP accounts
• Improved governance around quotations and scope control
• Strong SLA performance and customer satisfaction
• Increased recurring and services revenue driven through trusted relationships
• Clear ownership and accountability across the customer base

This is a fully remote opportunity (UK residents only) within a growing, respected ERP solutions provider where the customer function is central to long-term strategy.