Chief Operating Officer SaaS

Chief Operations Officer (COO)

Dublin West | Fully onsite in Dublin. Must have experience in the Irish SaaS Market.

We are partnering with a Dublin West–based SaaS company to appoint an experienced Chief Operations Officer (COO) to join their senior leadership team.

This is a key executive role within a scaling, product-led software business, focused on driving operational excellence, customer success, and service delivery at scale. The successful candidate will work closely with the CEO and department heads to build robust, data-driven operational structures that support continued growth and an outstanding customer experience.

The Role

As COO, you will take ownership of end-to-end operational delivery, acting as the link between customer-facing teams and technical teams to ensure alignment, efficiency, and consistent execution.

You will be responsible for designing and embedding scalable processes, developing high-performing teams, and using data and KPIs to continuously improve service quality, customer retention, and internal performance.

This role reports directly to the CEO and forms a core part of the senior management team.

Key ResponsibilitiesOperational Leadership

• Provide executive leadership across Client Services and Software Engineering functions
• Establish and embed scalable processes, policies, and operating frameworks
• Drive operational efficiency through improved workflows, documentation, and standards
• Oversee day-to-day service delivery including onboarding, implementation, training, and ongoing support

Customer Experience & Success

• Lead the development and evolution of a structured Customer Success framework
• Monitor and improve customer satisfaction, engagement, and retention metrics
• Support initiatives to rebuild customer trust and recover at-risk or lost accounts

Team Development & Culture

• Build and nurture a culture of accountability, collaboration, and continuous improvement
• Recruit, develop, and retain high-performing operational and customer-facing teams
• Implement structured training, mentoring, and career development pathways

Performance Management & Reporting

• Define, track, and report on key operational KPIs including CSAT, churn, response times, and delivery milestones
• Use data to identify trends, anticipate issues, and inform operational strategy
• Present clear, actionable performance insights to the leadership team

Strategic Contribution

• Partner with the CEO and leadership team on operational and growth strategy
• Ensure operational readiness for new product and feature releases
• Champion a customer-first mindset across the organisation

Experience & SkillsEssential

• 10+ years' experience in operations, service delivery, or SaaS implementation leadership
• Proven success leading multifunctional teams (technical and customer-facing)
• Strong background in process design, operational governance, and KPI-led management
• Excellent communication skills with strong written and spoken English

Desirable

• Experience in enterprise SaaS or high-growth software environments
• Exposure to ITIL, ISO, or customer support/service frameworks
• Experience operating in regulated or complex customer environments

Personal Attributes

• Strategic thinker with a hands-on, execution-focused approach
• Empathetic, credible leader who builds trust and accountability
• Strong ownership mindset with a sense of urgency
• Data-driven and analytical decision-maker
• Passionate about customer experience and operational excellence

Why This Role?

• Join a growing Irish SaaS company at a critical stage of scale
• Play a central role in shaping how the business delivers value to customers
• Work closely with an experienced CEO and leadership team
• Competitive executive compensation and performance-related package