Head of Delivery and Customer Success (SaaS Operations) at Sodales Solutions — NeverHard

Job DescriptionJob DescriptionSalary: $150,000 - $200,000 Job Overview The Head of Delivery and Customer Success (SaaS Operations) is accountable for endtoend execution excellence across SaaS product delivery and customer support. This leader ensures that product teams deliver predictably, platforms operate reliably, and customers receive highquality, responsive support. The role balances handson 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 scalealigning 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 ITILaligned practices (incident, problem, change, request). Expand selfservice and deflection through knowledge management, automation, and AIassisted 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 valuestream 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 resultsoriented, accountable, and customercentric culture. Governance & Stakeholder Management Provide transparent executive reporting on delivery health, risks, customer impact, and improvement progress. Manage crossteam dependencies and resolve conflicts with a businessoutcome mindset. Ensure compliance with customer SLAs, security standards, and operational controls. Qualifications 815+ years in SaaS Operations, or related leadership roles. Deep understanding of SaaS business models and metrics Proven success scaling processes at a fastgrowth B2B SaaS company. Strong leadership, communication, and organizational design experience. Analytical mindset with the ability to define KPIs and make datadriven decisions.