Head of Operations, Customer Success & Services

For a well-established and leading software company, we are looking for a senior leader to head the post-sales organization. This is a key leadership role reporting directly to the CEO, with end-to-end responsibility for Customer Success, Professional Services, Support, and Customer Operations. Key Responsibilities • Lead and manage Customer Success, Implementation, Professional Services and Support teams • Own the entire post-sales customer lifecycle, from onboarding and implementation through adoption, retention and growth • Drive operational excellence, customer satisfaction and service quality • Establish and monitor KPIs, SLAs and performance metrics • Lead cross-functional initiatives with Product, R&D, Sales and Executive Management • Improve processes, scalability and customer experience across the organization • Manage managers and professional teams while maintaining a hands-on leadership approach דרישות: Job requirements • Proven leadership experience managing large customer-facing organizations, including managers and multidisciplinary teams • Mandatory experience leading Customer Success, Support, Professional Services, Delivery or Implementation teams in a Software, SaaS or ERP environment • Mandatory familiarity with ERP systems and enterprise software solutions • Experience managing complex customer lifecycles, from onboarding and implementation through adoption, retention and growth • Strong operational and business orientation with a track record of building processes, KPIs and service excellence frameworks • Experience driving organizational change and leading cross-functional initiatives • Excellent stakeholder management skills and ability to work effectively with Product, R&D, Sales and Executive Management • Hands-on leadership style with the ability to combine strategic thinking and execution ניסיון נדרש: 5-6 שנים