Responsible for supervising staff and processes related to ownership document transfers in Title Operations. Engaging with external contacts and ensuring compliance with policies and procedures.
About the role
- Director of Customer Learning overseeing day-to-day operations and shaping broader customer strategy for a SaaS company. Leading customer-facing teams for retention and measurable value delivery.
Responsibilities
- 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.
Requirements
- 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.
Benefits
- Generous Paid Time Off
- Extended Parental Leave
- Robust Health Coverage
- Accelerated Learning Paths
- Team Wellness Initiatives
- Company-wide Events
- Employee Resource Groups
- Recognition awards
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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