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