Delivery & Customer Success Lead

This is a remote position.

The roleAxiamatic is hiring a Director of Customer Success and Delivery to own what happens after the contract is signed. That covers onboarding, deployment, adoption, and ongoing customer outcomes. This role does not carry a sales, renewal, or expansion number. This is a build role. The delivery and customer success model does not exist yet. You will design it, including how implementations run, how success gets measured, and how escalations work. Then you will run it. You work with Forward Deployed Engineers on technical execution and you are accountable for time to value and adoption. Creativity matters here. Every customer environment is different and the playbook is being written as you go. We want someone who takes action without waiting for direction, and who can hold a deployment conversation with an IT leader and a business outcomes conversation with an executive sponsor.

Requirements

Responsibilities

• Design the delivery and customer success model, then run it.
• Build the onboarding, implementation, and escalation process.
• Own delivery from kickoff through go-live, with Forward Deployed Engineers handling technical execution.
• Drive implementation timelines and hold internal and customer teams to them.
• Own adoption and time to value across the customer base.
• Own the executive relationship at the top accounts and run business reviews with customer sponsors.
• Report account health and delivery risk to the leadership team.
• Hire and grow the team as the customer base grows.
• Bring customer patterns and product gaps to product and engineering.

Requirements

• 3+ years in customer success, professional services, delivery, or consulting at an enterprise software company.
• Evidence of building process where none existed.
• Takes action without waiting for direction, and solves problems creatively when there is no playbook.
• Experience running complex technical implementations to a deadline.
• Comfortable working directly with engineering on customer escalations.
• Executive presence. Credible in front of customer VPs and C-level sponsors, including during escalations.
• Able to move between a technical deployment discussion and an executive business conversation.
• Willing to travel to customer sites.

Preferred

• Management experience.
• Early stage company experience.
• Professional services or consulting delivery background.
• Experience with an embedded or forward-deployed engineering model

Originally posted on Himalayas