Support the CCO in shaping and executing the company’s customer strategy.
Partner with Customer leadership to align operational initiatives with retention and growth objectives.
Identify operational improvements that enhance the overall customer lifecycle experience.
Provide strategic insights and recommendations based on customer data and operational trends.
Help ensure consistent customer experience across all post-sale functions.
Develop scalable knowledge and learning capabilities that empower customers and internal teams.
Own the company’s knowledge management and documentation strategy.
Build and manage the customer help centre and knowledge base.
Develop customer education programs, including onboarding resources, webinars, and digital learning.
Create visibility and insight across the customer organisation.
Develop reporting frameworks and dashboards across customer health, support demand, services performance, and operational efficiency.
Provide insights that inform customer retention, product improvements, and operational planning.

8–12 years of experience in SaaS customer learning, strategy and operational leadership.
Proven experience building operational frameworks, reporting, and scalable processes in growing SaaS organisations.
Experience developing customer learning, knowledge management, or enablement programs.
Strong analytical mindset with experience building data-driven operational insights.
Comfortable partnering with executive leadership and contributing to customer strategy.
Experience working in Private Equity–backed or high-growth SaaS environments preferred.

Director of Customer Learning – Operations

Key skills