Head of Customer Implementation & Onboarding

Gearset; Cambridge; Hybrid; GBP 120,000 - 170,000; Full time

Benefits offered by this job

Flexible home working

4 days/month office presence

£1500 development budget per year

Long Term Incentive Plan

Lunch provided

Job summary

Gearset is seeking a Head of Customer Implementation to lead our onboarding and DevOps Architecture teams. You will own implementation performance across enterprise and mid-market customers, shaping how we work with Sales, Solutions Engineering and delivery partners to ensure successful go-lives and high customer satisfaction.

You will evolve our implementation methodology, provide clear visibility across active implementations, and build a high-performing team with coaching and progression

Qualifications

• Experience leading Implementation, Professional Services or similar customer delivery function in B2B SaaS.
• Experience evolving an implementation/delivery methodology for varying complexity.
• Ability to work with professional services or delivery partners for high-quality delivery.
• Comfort working with Sales in pre-sales and senior stakeholders.
• Understanding of how implementation affects adoption, retention and growth.
• Experience coaching and developing managers and building leadership capability.

Responsibilities

• Lead and develop the Customer Onboarding and DevOps Architecture teams.
• Own implementation performance across enterprise and mid-market customers (delivery quality, time to value, on-time go-lives, customer satisfaction).
• Collaborate with Sales, Solutions Engineering and delivery partners to shape and improve delivery.
• Provide escalation point for complex or at-risk implementations with senior customer stakeholders.
• Build strong relationships with senior stakeholders at strategic customers and coordinate with Customer Success and Account Management.

Job description

Gearset is seeking a Head of Customer Implementation to lead our onboarding and DevOps Architecture teams. You will own implementation performance across enterprise and mid-market customers, shaping how we work with Sales, Solutions Engineering and delivery partners to ensure successful go-lives and high customer satisfaction.

You will evolve our implementation methodology, provide clear visibility across active implementations, and build a high-performing team with coaching and progression