Head of Delivery

We are seeking a highly experienced Head of Delivery to oversee the entire post-sale customer lifecycle, from initial onboarding through sustained, long-term expansion. This role is a leadership position, operating at the critical intersection of Professional Services, Customer Success, and Customer Support.

Requirements

• Lead end-to-end implementation engagements for enterprise clients, from scoping and kickoff through go-live and handoff.
• Build and maintain scalable onboarding methodologies, playbooks, and project templates that reduce time-to-value across all client tiers.
• Manage a portfolio of concurrent implementation projects, ensuring on-time delivery, scope adherence, and high client satisfaction.
• Partner with Sales during pre-sales to scope professional services engagements, contribute to SOWs, and set accurate delivery expectations.
• Own net revenue retention (NRR) and gross retention across the customer base, identifying risk early and driving proactive intervention.
• Build and execute tailored success plans for strategic enterprise accounts, aligning platform adoption milestones to client business outcomes.
• Oversee the customer support function, setting SLA standards, escalation paths, and quality benchmarks.

Benefits

• Competitive salary
• Annual bonus
• Equity
• Medical, Dental, Vision, Short and Long Term Disability, Company Paid Life Insurance
• Paid Time-Off
• 401K plan
• Parental leave
• Vacation and Holidays
• Open PTO policy