Head of Implementation & Customer Success
Core
Own the full post-sale lifecycle for government and enterprise customers, ensuring successful deployments, adoption, and long-term retention.
Role type
Head of Implementation & Customer Success (Strategic Leader & Hands-on Operator)
Builds
Scalable implementation playbooks, customer success systems, and a high-performing team
Domain
B2B SaaS, Public Sector, Education
Required skills
B2B SaaS post-sales leadership, complex enterprise/government implementation management, team building and scaling, program management, stakeholder management, cross-functional partnership
Preferred skills
Public sector customer experience, enterprise SaaS/consulting background, Net Revenue Retention (NRR) ownership, regulated industry familiarity, operational efficiency system building
Technologies
AI, automation tools
Responsibilities
Own end-to-end delivery of government and enterprise implementations; Design and implement repeatable playbooks for onboarding and success; Build and lead a high-performing implementation and customer success organization; Partner with Product, Engineering, and Sales to ensure successful deployments; Manage executive stakeholders and lead high-stakes conversations
Seniority
Senior, hands-on IC with strategic leadership scope