AI Customer Strategy Lead

Broccoli; San Francisco (CA); On-site; USD 160,000 - 230,000; Full time

Job summary

Broccoli AI in San Francisco is hiring an AI Customer Strategy Lead to drive customer rollout from signed contract to live on our platform. You will map each business, configure the platform to fit their front office, and lead adoption across offices and technicians.

You’ll partner with forward‑deployed engineers, own the customer, and shape repeatable playbooks as we scale. This hands-on transformation role rewards ownership, data‑driven decisions, and measurable value for SMB customers in home

Qualifications

• 4–8+ years in implementation or deployment at growth software companies.
• Experience with SMBs and multi-location operations.
• Track record of getting customers live and using the platform.
• Comfort with data, ROI measurement, and business impact.
• AI-native mindset and daily use of AI tools.

Responsibilities

• Own the rollout from signed contract to live on the platform.
• Understand customer operations and tailor platform configuration.
• Drive adoption across front office, technicians, and locations.
• Partner with forward‑deployed engineers to deliver outcomes.
• Build repeatable playbooks to scale customer delivery.
• Turn field learnings into product signals for roadmap.

Skills

Implementation

Onboarding

Data analysis

Stakeholder management

Tools

CRM

Data visualization

Job description

About Broccoli AI

At Broccoli, we're building AI teammates for the people who build and maintain our world.

We partner with plumbing, HVAC, and electrical contractors, the hardworking businesses that keep homes and communities running, and replace fragmented software and repetitive manual work with AI that actually gets the job done.

Our AI teammates answer phones, book appointments, follow up with customers, recover missed revenue, and help contractors deliver exceptional customer experiences, all while integrating seamlessly with platforms like ServiceTitan.

Before we wrote a single line of code, we visited more than 140 contractors to understand how these businesses truly operate. That firsthand experience shaped everything we've built.

Today:

• Hundreds of contractors rely on Broccoli every day.

• We've grown to $15M+ ARR in under two years.

• We're trusted by everyone from independent contractors to some of the largest private equity backed operators in the home services industry.

• We're backed by Khosla Ventures and Y Combinator.

We're still just getting started.

The Role

We’re hiring an AI Customer Strategy Lead to get customers live on our platform and make it deliver real value in their business.

This is the work that turns a signed contract into a customer who runs their front office on our platform. You’ll own the rollout end to end: understand how each business operates, configure and launch the platform to fit it, drive adoption across the front office and technicians, and prove the impact in the customer’s own numbers. You won’t do it alone — you’ll partner closely with our forward‑deployed engineers, who handle the deep technical build while you own the customer, the configuration, and the outcome. You’ll do this across a portfolio of customers at once, and you’ll help shape the playbook and delivery model that let us do it well at scale.

The best person for this has done implementation or deployment before at a company where getting customers live and adopting was the product. This is hands‑on transformation work — you own the rollout and the outcome, not a set of recommendations. You understand SMB operators, you’re comfortable in the data, and you measure yourself by whether the customer is genuinely better off. It’s an early, high‑ownership role with real room to grow as we scale.

What You’ll Do

• Own the rollout. Take customers from signed to fully live on the platform — scoping, configuration, launch, and adoption across the front office, technicians, and locations.

• Learn the business first. Understand how each customer actually operates, then set up the platform to fit the way they work.

• Drive adoption and value. Make sure customers are using the platform deeply and getting real results — and quantify it in hard numbers (ROI, revenue, conversion, labor savings).

• Manage a portfolio. Run multiple customer rollouts at once, keeping each on track to go‑live and to value.

• Be the customer’s trusted partner. Build the relationship, run the day‑to‑day, and turn frontline results into reporting their leadership trusts.

• Partner with engineering. Work hand in hand with our forward‑deployed engineers — they handle the deep technical build, you own the customer, the configuration, and the outcome.

• Influence the playbook and delivery model. Turn what works in the field into repeatable practices that shape how we deliver the platform as we scale.

• Feed the field back to Product. Turn what you learn on the ground into signal that shapes the roadmap and how we deliver.

What We’re Looking For

• 4–8+ years in implementation, onboarding, deployment, or platform migration at a high-growth software or ops-heavy company (e.g., ServiceTitan, Toast, Rippling, or similar).

• Also a fit: technology-transformation or systems‑implementation consulting (e.g., Deloitte, Accenture) where you ran the rollout rather than advised, or an engineering/technical background you’ve turned toward customers and business outcomes.

• A track record of getting customers live and adopting — ideally across a portfolio, and ideally with SMB or multi‑location operators.

• Measurable impact you can point to: adoption, retention, time-to-value, revenue, or operational improvement you drove through execution.

• Customer obsession. You measure yourself by whether the customer is better off, and you do what it takes.

• Comfort in the data yourself — you can pull the numbers, show the impact, and tell the story.

• Strong presence with both senior leaders and frontline operators; you can earn a shop owner’s trust as easily as an executive’s.

• An AI-native mindset. You use AI tools daily and have strong intuition for how AI reshapes the way a business runs.

• Excited to work in person 5 days a week in San Francisco with the team.

Bonus Points

• You’ve owned a platform migration or major product rollout across many customers or locations.

• Experience in home services, field services, restaurants, retail, or other multi‑location / SMB-dense industries.

• Startup experience.

Broccoli is an equal‑opportunity employer and complies with all applicable federal, state, and local fair employment practice laws.