Head of Customer Success & Technical Implementation

Kernel; City Of London; On-site; GBP 100,000 - 120,000; Full time

Job summary

A dynamic AI solutions provider in London is seeking a Head of Customer Success & Technical Implementation. This strategic role involves building a customer journey, leading teams, and managing AI implementations. Ideal candidates have experience in Customer Success at B2B SaaS firms, strong project management skills, and technical proficiency with APIs. The role requires a hands-on approach and offers a salary of £100,000 - £120,000 based on experience.

Benefits

Free dinner when working past 6 pm

24 days holiday plus bank holidays

Significant equity option grant

Flexibility to work abroad for 2 weeks a year

Qualifications

• Proven ability to manage multiple large projects simultaneously.
• Experience leading small or large teams in a high intensity environment.
• Technical proficiency with SaaS integrations.

Responsibilities

• Lead customer journey from pre-sales pilots to post-sales success.
• Build playbooks and define processes for customer success.
• Manage complex AI implementations for strategic accounts.

Skills

Customer-Centric Mindset

Project Management Skills

Exceptional Communication

Strategic Leadership

All-in

Entrepreneurial

Education

Experience in Customer Success/Implementation roles

Previous startup experience

Tools

APIs

CRM systems

Data analysis

Workflow automation tools

Job description

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About Kernel

Our mission is to build the source of truth for enterprise AI. Our starting point is empowering RevOps teams to turn their CRM into the source of truth for their market as they see it.

RevOps teams have an impossible job when it comes to correcting the CRM data that AI (and reps!) need as context for decision-making. This is the problem we're solving at Kernel.

We're growing extremely fast and are working with many of the best RevOps teams in the world, such as Remote.com, Navan, Zip, GoCardless, Cognism, and many more.

We're a team of second-time founders and have raised $15mm+ from top VCs and revenue leaders at Open AI, Slack, Snowflake, and MongoDB.

The Role

We are looking for our Head of Customer Success & Technical Implementation, a foundational leader who will build and scale our customer journey from pre-sales pilots to post-sales success.

You will report to our Founder & CEO Anders and lead our Implementation and Customer Success teams to deliver exceptional customer outcomes. Your north star will be ensuring customers adopt Kernel successfully, achieve measurable value quickly, and stay with us for the long run.

This is both a strategic and hands-on role: you'll be building playbooks, defining processes, and managing the growing team while also directly managing complex AI implementations for our most strategic accounts. You will bring deep technical proficiency, ensuring our platform is implemented seamlessly into customer environments and workflows.

What You'll Do

• Pre-sales and solutions engineering playbook and execution: You will take our playbook to the next level and lead by example by using our tooling and customer systems to close new customers.
• Customer Success playbook and execution: You will take our playbook for customer success to the next level and build close relationships across our customers.
• Cross-Functional Collaboration: Work closely with Growth, Sales, Support, and Product teams to ensure continuity, share feedback, and create a seamless customer experience.

About You

• Customer-Centric Mindset: Deliver impactful experiences and navigate high stakes conversations with senior executives.
• Project Management Skills: Proven ability to manage multiple large projects simultaneously with strong attention to detail.
• Exceptional Communication: Confident communicator with strong presentation skills; able to engage a range of stakeholders from admins to executives.
• Strategic Leadership: Experience building playbooks, processes, and teams for scalable customer success and implementation.
• All-in: You're not afraid to roll up your sleeves and handle whatever needs doing - from chasing down invoices to configuring integrations.
• Entrepreneurial: You're a creative, resourceful generalist. You like solving problems, figuring things out fast, and working with limited structure or playbooks.

Essential Qualifications:

• Experience managing multi $m customer portfolios in Customer Success/Implementation roles at B2B SaaS companies and/or experience owning projects in Professional Services.
• Experience leading small or large teams in a high intensity environment .
• Previous startup experience (seed to Series B preferred).
• Technical proficiency with APIs, SaaS integrations, data analysis and workflow automation.

Nice to Have:

• Familiarity with CRM ecosystems (Salesforce, HubSpot, etc.), APIs, and data workflows.
• Experience with workflow automation tools such as N8N is highly desirable.
• Knowledge of web technologies (e.g., REST APIs, JavaScript, HTML, CSS) is a strong plus.

Important to Know:

• Hours - This will be an exciting but intense job. Kernel is growing extremely fast and hours can often be long.
• Travel - you might have to travel to client sites in other geographies (mainly US).
• Working location - Minimum 4 days a week in the London office (most people do 5).

What we offer:

• Working directly with the founding team and managers
• Dinner: Free when working past 6 pm
• Holidays: 24 days plus bank holidays
• Salary: £100,000 - £120,000 depending on experience
• Equity: Significant option grant on employee-friendly terms
• Flexibility: Ability to work abroad for 2-weeks a year + flexibility during the working week for appointments (or anything else)