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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates senior leadership in customer operations and technical support within B2B SaaS environments, focusing on team growth, customer relationship management, and strategic decision-making. Possesses a structured approach to goal setting and progress tracking, with a strong understanding of SaaS customer models and revenue growth metrics.
Highest-signal resume keywords
Senior Leadership ExperienceCustomer Operations ManagementTeam Growth Across RegionsSaaS Customer Models UnderstandingTechnical Account Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SuccessTechnical SupportDelivery ManagementRevenue Growth StrategiesGoal SettingProgress TrackingPartner RelationshipsOEM RelationshipsB2B SaaS ExpertiseComplex Technical Solutions
Soft Skills
CuriosityConfidenceFlexibilityLeadership DevelopmentCollaboration
Certifications & Qualifications
Degree in BusinessDegree in Technical SubjectMBA (Preferred)
Industry Keywords
Customer ExperienceCustomer OnboardingCustomer RelationshipsExecutive TeamSales EngineeringImplementationTechnical Account ManagementTechnical SupportNet Revenue RetentionInternational Travel
About the role
Key responsibilities & impact- Shape company strategy and decisions as a member of the Executive Team
- Champion a joined-up customer experience across technical and commercial teams
- Sponsor a Technical Account Management model that deepens customer relationships and opens new opportunities
- Set the direction for fast, high-quality customer onboarding and support
- Develop leaders and grow teams in new regions as the company expands
- Lead the technical side of every customer relationship from first conversation through long-term partnership
- Report to the CEO and serve as a peer alongside the CRO, COO, SVP Product and SVP Engineering
- Lead two experienced VPs overseeing Sales Engineering, Implementation, Technical Account Management and Technical Support teams
Requirements
What you’ll need- Senior leadership experience in customer operations, technical support, delivery or customer success, ideally in B2B SaaS
- Experience growing teams through periods of change, including across regions and time zones
- Experience working with commercial teams to grow customer relationships and revenue
- Curiosity about complex technical solutions, and confidence to shape them
- Structured, measured approach to setting goals and tracking progress
- Understanding of SaaS customer models and growth measures such as net revenue retention
- Experience with partner or OEM relationships would be a bonus
- A degree in business or a technical subject, or equivalent experience gained through your career
- An MBA is welcome but not required
- Ability to work flexibly and travel internationally
Benefits
Comp & perks- Competitive compensation
- A base salary that reflects your expertise and impact
- Bonus scheme to share in our success
- Group Benefits Plan for you and your family
- Remote working arrangements to support your lifestyle
- An open holiday policy with no upper limit—take the time you need, when you need it
- Support for volunteering and causes that matter to you
- Opportunities for professional development and career progression
- Exposure and interaction with global teams
- International travel opportunities/expectation
- Commitment to diversity, equity, and inclusion
- Collaborative environment where your voice is valued and your wellbeing is prioritised
- Opportunity to work on technology that drives global economic inclusion and makes a real difference in people’s lives