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Job DescriptionLike the look of this opportunity Make sure to apply fast, as a high volume of applications is expected Scroll down to read the complete job description.Head of Customer Support (SAAS/ERP)Remote UK Residents OnlySaaS / ERP | Manufacturing | Supply Chain | Distribution | LogisticsChapman Tate Associates are partnering with a leading end-to-end ERP solutions provider delivering enterprise-grade SaaS and ERP platforms into the Manufacturing, Supply Chain, Distribution and Logistics sectors.In modern times we may come to call this role as a Head of Customer Happiness, Customer Experience Champion, Customer Journey Director, Customer Insights & Experience Lead, Head of Customer Advocacy, Head of Technical Support, Technical Support Services Manager or Customer Support Manager. There could be others but if you are involved in working with Customers, thats a start so we would be interested in hearing from you.This opportunity is specifically aimed at professionals who understand the realities of working in complex IT-led SaaS / ERP environments.If youve operated at senior level within ERP implementation, managed service software accounts, or customer success functions inside a SaaS delivery model this will feel familiar.The ContextIn ERP and SaaS, customer relationships are rarely simple.Youre balancing:Implementation timelines and resource constraintsChange requests and scope evolutionSLA performance and service creditsComplex quotations tied to professional servicesMargin protection within delivery-led engagementsCross-functional coordination between sales, pre-sales, delivery and developmentThis role sits at the centre of that ecosystem.The RoleAs Head of Customer Support, you will act as the senior commercial and relationship owner across strategic ERP accounts.This is not a new business sales or quota led role.It is a commercially disciplined, governance-focused leadership position responsible for:Overseeing structured quotation processes aligned to scope and capacityManaging service levels and customer expectationsActing as escalation point for complex customer queriesProtecting margin within service-based SaaS contractsDriving retention through operational excellenceLeading and scaling the Account Management / Customer Success functionYou will bridge technical delivery teams and commercial strategy ensuring customers receive a consistent, professional and transparent experience.What Were Looking ForWe are keen to speak with individuals who have:Senior Account Management, Customer Success or Client Services leadership experience within SaaS or ERP environmentsExposure to ERP implementation projects and services-led engagementsExperience working alongside technical consultants, developers and delivery managersStrong commercial acumen around professional services quoting, scope control and contract governanceExperience managing enterprise or multi-site accountsThe ability to balance customer advocacy with operational realityIf youve worked in ERP, you understand that retention is built through clarity, structure and trust not discounting or overpromising.What Success Looks LikeHigh customer retention across ERP accountsImproved governance around quotations and scope controlStrong SLA performance and customer satisfactionIncreased recurring and services revenue driven through trusted relationshipsClear ownership and accountability across the customer baseThis is a fully remote opportunity (UK residents only) within a growing, respected ERP solutions provider where the customer function is central to long-term strategy. xjdpvnf For a confidential conversation, contact Chapman Tate Associates directly.