Head of Implementation & Customer Success San Francisco

Responsibilities

• Own end-to-end delivery of government and enterprise implementations, from kickoff through go-live and post-launch success
• Ensure customers achieve defined outcomes, including successful deployment, adoption, and ongoing usage
• Manage complex, multi-stakeholder implementations involving integrations, data migration, and system configuration
• Establish clear success metrics across adoption, retention, and expansion
• Build a Scalable Customer Success Engine
• Design and implement repeatable playbooks for onboarding, implementation, and long-term customer success
• Develop systems to monitor customer health, identify risks, and drive proactive engagement
• Build frameworks that improve time-to-value and increase net revenue retention
• Identify opportunities for expansion and deeper customer partnerships
• Lead and Scale the Team
• Build and lead a high-performing implementation and customer success organization
• Define roles, hiring plans, and operating structure as the company scales
• Coach and develop team members while maintaining high standards of execution
• Establish clear performance expectations tied to customer and business outcomes
• Drive Cross-Functional Execution
• Partner closely with Product, Engineering, and Sales to ensure successful deployments and product alignment
• Translate customer feedback into product improvements and roadmap priorities
• Ensure alignment between sales commitments and delivery capabilities
• Advocate for scalable solutions over one-off implementations
• Manage Executive Stakeholders
• Build strong relationships with customer leadership and executive stakeholders
• Lead high-stakes conversations during implementations and critical phases
• Navigate complex challenges while maintaining trust and alignment
• Communicate clearly across internal and external stakeholders

Requirements

• 8–12+ years of experience in B2B SaaS post-sales roles (implementation, professional services, or customer success)
• Proven experience leading complex enterprise or government implementations with multiple stakeholders
• Strong program management and operational leadership capabilities
• Experience managing long implementation cycles with contractual deliverables and deadlines
• Excellent communication skills, including experience engaging executive stakeholders
• Ability to operate with high ownership in fast-paced, ambiguous environments