We are seeking an experienced, strategic, and highly operational Vice President of Operations to oversee and optimize all operational aspects of our fast-growing SaaS business. This role will work cross-functionally with Product, Engineering, Customer Success, Sales, and Finance teams to ensure scalable processes, exceptional customer experience, and operational excellence. The VP of Operations will be instrumental in driving efficiency, growth, and profitability across the organization.
Key Responsibilities
- Operational Leadership: Oversee daily operations across Customer Success, Support, Onboarding, Renewals, and Implementation teams.
- Process Optimization: Develop and refine scalable processes that drive efficiency, reduce churn, and increase customer satisfaction.
- Cross-functional Collaboration: Partner closely with Product, Engineering, and Sales to ensure smooth handoffs and communication across the customer lifecycle.
- Metrics & Reporting: Define, monitor, and report on key SaaS operational metrics such as NRR, churn, CAC payback, onboarding time, support SLAs, etc.
- Customer Experience: Own customer health metrics and ensure a seamless, high-touch, and scalable customer journey from trial to renewal.
- Technology & Systems: Identify and implement tools, platforms, and automation to support operational scalability and excellence (e.g., CRM, CS platforms, ticketing systems).
- Team Development: Build, lead, and mentor high-performing operational teams.
- Strategic Planning: Collaborate with C-suite executives to define operational strategy aligned with company growth objectives.
- Risk Management: Develop and enforce policies to minimize operational risks and ensure compliance with data privacy and SaaS industry regulations (e.g., GDPR, SOC 2).
Requirements
- 10+ years of operations leadership experience, with at least 5 years in a SaaS environment.
- Deep understanding of SaaS business models, subscription metrics, and customer success methodologies.
- Strong analytical skills; experience building and interpreting dashboards, KPIs, and operational reports.
- Experience implementing and optimizing systems like Salesforce, Gainsight, Zendesk, or similar.
- Exceptional leadership, communication, and change management skills.
- Ability to thrive in a fast-paced, growth-stage environment.
- Bachelor's degree required; MBA or relevant advanced degree preferred.
Preferred Skills
- Experience scaling operations from Series B to IPO.
- Background in process improvement frameworks (e.g., Lean, Six Sigma).
- Experience managing global teams and/or remote workforces.
- Understanding of DevOps, cloud operations, or technical support in a SaaS setting.
