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Director of Customer Care - B2B SaaS
Director of Customer Care - B2B SaaSHemans. • Plano, TX, US
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Director of Customer Care - B2B SaaS

Director of Customer Care - B2B SaaS

Hemans. • Plano, TX, US
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Role Overview

My client is a global provider of software and hardware to a unique set of clients. They are acting at the cutting edge of tech for their product line, and have grown significantly over recent years, with plans of continuous expansion given strong results and performance.

This is a critical role, overseeing the wider customer success and customer care teams, bringing together various departments of the firm to drive overall customer satisfaction and growth.

The Director of Customer Care is a senior leadership role responsible for shaping and executing the global strategy for Customer Care. The role reports directly to C-Suite, and this role oversees a broad portfolio of services including implementation, technical support, training, communications, managed services, and quality assurance.

The primary goal is to deliver an exceptional customer experience, drive operational excellence, and enhance revenue retention across all regions.

The firm we are representing are transitioning toward a subscription-based SaaS model, the Customer Care function plays a pivotal role in supporting this evolution. The Director will lead a global team and collaborate closely with Sales, Marketing, Product Development, and other key stakeholders to ensure the Customer Care portfolio delivers measurable business value and aligns with market needs.

Strategic Leadership

  • Develop and execute the global Customer Care strategy, ensuring alignment with business goals and market trends.
  • Partner with Sales and Marketing to define and position Customer Care offerings that drive growth and customer value.
  • Contribute to go-to-market strategies and support demand generation initiatives for customer solutions.

Operational Excellence

  • Lead Customer Care teams across North America, Europe, Africa, and Asia, including PMO, Deployment, Security, Training, and QA functions.
  • Monitor customer feedback and industry best practices to continuously improve service delivery and product support.
  • Ensure consistency in service quality and operational standards across all regions.

    • Customer Experience & Retention

  • Champion a customer-first mindset and ensure high levels of satisfaction and engagement.
  • Manage escalations and serve as a trusted advisor to senior customer stakeholders.
  • Build and maintain strong relationships with key customer decision-makers.

    • Team & Talent Development

  • Attract, retain, and develop top talent across the Customer Care organization.
  • Foster a culture of innovation, collaboration, and accountability.
  • Mentor and coach team members, ensuring optimal staffing and utilization.

    • Performance & Financial Management

  • Define and track KPIs to measure service effectiveness and customer outcomes.
  • Manage budgets, forecasts, and resource planning to support strategic objectives.
  • Provide input into the company's strategic plan and annual operating budget.

    • Qualifications & Experience

  • Minimum 10 years of leadership experience in global customer service or support, ideally within SaaS, HaaS, or e-commerce environments.
  • Proven success managing large, matrixed teams across multiple geographies.
  • Strong understanding of ITIL frameworks and customer care operating models.
  • Expertise in quality assurance, testing, and validation processes.
  • Demonstrated ability to lead through ambiguity, drive results, and influence outcomes.
  • Excellent communication skills in English and French; additional languages are a plus.
  • Bachelor's degree required; MBA or equivalent preferred.
  • Certifications in Six Sigma, ITIL, Agile, or PMP are highly desirable.

    • This is a hybrid role that is 2 days working from home and 3 days in office per week.

    Salary range : $160,000 - $190,000 with a bonus in addition to this.

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    Director Of Customer • Plano, TX, US

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