Head of Customer Delivery & Professional Services

Role overview

Lead customer delivery and professional services for complex enterprise data platform engagements. The role oversees technical account management, solutions architecture, and high-priority response teams, while building executive relationships and helping customers reach production, adopt the platform, and realize measurable business value.

Responsibilities

- Lead customer-facing technical teams and coordinate ownership across implementations, escalations, and strategic engagements. - Set delivery expectations with presales teams, including scope, milestones, responsibilities, and realistic timelines. - Build professional services offerings, engagement models, statements of work, scoping and pricing frameworks, and resource plans. - Establish project governance for plans, status updates, risks, milestones, and delivery commitments. - Coordinate production readiness and go-live with engineering, product, support, field teams, and customer stakeholders. - Track delivery and customer health measures, using results to improve execution, adoption, retention, and expansion.

Requirements

- 12+ years of progressive leadership in enterprise software, SaaS, cloud infrastructure, data modernization, or related technology markets. - Experience leading customer-facing technical organizations such as technical account management, professional services, customer success, or solutions architecture. - Strong understanding of enterprise data platforms, cloud-native systems, streaming, change data capture, distributed systems, or modern data infrastructure. - Ability to engage credibly with senior engineers, enterprise architects, and executive technical stakeholders. - Experience managing high-visibility customer situations and partnering with product and engineering teams to resolve issues and shape priorities. - Skill building scalable delivery organizations, governance practices, and cross-functional accountability.

Nice to have

- Experience with regulated or large enterprise customers, strategic escalation programs, response teams, or partner-led go-to-market. - Background scaling a high-growth enterprise technology organization.

Benefits and work setup

- Opportunity to shape an executive-level customer organization and influence company strategy. - Base compensation of $230,000–$265,000 USD annually, plus potential commission and pre-IPO stock options. - Medical, dental, and vision coverage; medical and dependent care FSAs; 401(k); and paid time off.