Head of Delivery and Customer Success (SaaS Operations)

Job Overview

The Head of Delivery and Customer Success (SaaS Operations) is accountable for end‑to‑end execution excellence across SaaS product delivery and customer support. This leader ensures that product teams deliver predictably, platforms operate reliably, and customers receive high‑quality, responsive support. The role balances hands‑on operational leadership with continuous improvement, partnering closely with Product, Delivery, and Customer Support to convert strategy into outcomes.

This role is ideal for a leader who thrives at scale—aligning teams, improving flow, strengthening operational discipline, and elevating customer experience.

Responsibilities

Delivery & Execution Leadership

Evaluate manage our end-to-end delivery model – from scoping and SOW guardrails through build, UAT, production release and live support

Evaluate and manage delivery forecasting and resource planning

Improve flow metrics including lead time, cycle time, predictability, and dependency management.

Partner with Product Management on intake, prioritization, and roadmap feasibility.

Executive Client Engagement

Maintain senior executive relationships with client sponsors throughout the delivery phase

Guide project managers in creating clear kickoff decks that provide meaningful guidance on key milestones, client roles, and accountability

Create executive-level presentations for project sponsors to support steering committee discussions and drive informed decision-making

Apply a strategic, account-level perspective to anticipate risks and navigate complex situations independently, without excessive hand-holding

Standardize program level reporting to proactively identify upcoming milestone risks with critical path items across all projects

Enable PMs on this program level reporting and ensure the data is consistently provided to the management

 Support & Customer Operations

Lead Customer Support and service operations with accountability for CSAT, CES, and SLA performance.

Mature support operating models using ITIL‑aligned practices (incident, problem, change, request).

Expand self‑service and deflection through knowledge management, automation, and AI‑assisted support.

Establish tight feedback loops between Support, Product, Delivery to reduce recurring issues.

Transformation & Continuous Improvement

Standardize delivery and support metrics, dashboards, and reporting.

Lead value‑stream improvements to reduce waste, handoffs, and bottlenecks.

People Leadership

Lead and develop Senior Managers, Delivery Managers, Program Managers, and Support Leaders.

Build strong talent pipelines, coaching culture, and succession plans.

Foster a results‑oriented, accountable, and customer‑centric culture.

Governance & Stakeholder Management

Provide transparent executive reporting on delivery health, risks, customer impact, and improvement progress.

Manage cross‑team dependencies and resolve conflicts with a business‑outcome mindset.

Ensure compliance with customer SLAs, security standards, and operational controls.

Qualifications

8–15+ years in SaaS Operations, or related leadership roles.

Deep understanding of SaaS business models and metrics

Proven success scaling processes at a fast‑growth B2B SaaS company.

Strong leadership, communication, and organizational design experience.

Analytical mindset with the ability to define KPIs and make data‑driven decisions.