Head of Customer Implementation & Onboarding (Enterprise)

Gearset Limited; United Kingdom; Hybrid; GBP 95,000 - 145,000; Full time

Benefits offered by this job

Generous personal development budget

Top-end hardware provided

Long Term Incentive Plan

Free lunch in the office

25 days holiday + bank holidays

Company Pension Plan

Bupa health care

Enhanced family leave

Job summary

Gearset Limited is seeking a Head of Customer Implementation to lead our onboarding and DevOps Architecture teams. You will own implementation performance for enterprise and mid-market customers, shaping a repeatable approach and partnering with Sales, Solutions Engineering, and Customer Success.

You will drive visibility into active implementations, manage complex or at-risk deliveries, and develop a strong leadership team with clear coaching paths.

Qualifications

• You have experience leading Implementation, Professional Services or a related customer delivery function.
• You’ve evolved an implementation or delivery methodology across customers with different levels of complexity.
• You have experience working with professional services or delivery partners.
• You’re comfortable working alongside Sales in complex pre-sales conversations and building relationships with senior customer stakeholders.
• You understand how implementation influences adoption, retention and growth.
• You care about developing people across technical and customer-facing roles.
• You work collaboratively across teams and can build alignment with Sales, Solutions Engineering, Customer Success and other stakeholders.

Responsibilities

• Own implementation performance across enterprise and mid-market customers, with responsibility for delivery quality, time to value, on-time go-lives and customer satisfaction.
• Evolve our implementation methodology, creating a clear and repeatable approach that gives customers a consistent experience while allowing us to adapt for genuinely complex requirements.
• Maintain clear visibility across active implementations, using delivery data to understand capacity, identify trends and keep the Leadership team informed.
• Support complex or at-risk implementations as the senior escalation point, working directly with customer stakeholders when your experience can help move delivery forward.
• Build a close partnership with Sales and Solutions Engineering, improving how we gather requirements, set expectations and move customers from deal close into implementation.
• Represent implementation during complex enterprise sales conversations, helping customers understand realistic scope, timelines and what successful delivery requires.
• Build strong relationships with senior stakeholders at strategic customers and partner with Customer Success and Account Management where implementation quality, risk or growth opportunities need cross-functional attention.
• Work with Alliances team to provide implementation guidance and quality oversight for key global partners.
• Lead and develop our Customer Onboarding and DevOps Architecture teams, building the technical expertise, coaching and career pathways each group needs to progress.

Skills

Leadership

Delivery management

Stakeholder management

Pre-sales collaboration

Business alignment

Coaching & development

Tools

Salesforce DevOps

Release management

Job description

Gearset Limited is seeking a Head of Customer Implementation to lead our onboarding and DevOps Architecture teams. You will own implementation performance for enterprise and mid-market customers, shaping a repeatable approach and partnering with Sales, Solutions Engineering, and Customer Success.

You will drive visibility into active implementations, manage complex or at-risk deliveries, and develop a strong leadership team with clear coaching paths.