Head of End-to-End Post-Sale Experience & Scale

red-oak; United States; On-site; USD 180,000 - 240,000; Full time

Job summary

Red Oak is seeking a senior leader to own the post-sale client journey across Implementation and Support. You will shape the organizational structure, scale a high-touch experience, and bridge two merging teams into one cohesive function.

You will guide leadership, set shared metrics, and drive faster time-to-value for Enterprise and digital accounts while preserving the high-quality experience that clients expect. This is a pivotal role at a defining moment for the company.

Qualifications

• 8+ years of post-sale experience across Implementation, Support, or Customer Experience.
• 5+ years leading teams in Implementation, Support, or Customer Experience.
• Strong SaaS mindset and service-excellence focus.
• Experience navigating organizational change, ideally post-merger or post-acquisition.

Responsibilities

• Own the end-to-end post-sale client experience across Implementation and Support, aligning strategy and standards.
• Manage Implementation and Support leadership, prioritizing resources and coaching across teams.
• Define and track shared metrics: timelines, time-to-value, response times, and client satisfaction.
• Build a single escalation path for cross-boundary issues with one accountable owner.
• Clarify scope of support versus customer success and re-align responsibilities accordingly.
• Leverage AI to scale service, including ticket triage, resolution, and onboarding automation.
• Tighten onboarding sequencing to shorten time-to-value for Enterprise accounts while supporting high-volume digital self-serve.
• Collaborate with Customer Success, Product, and Engineering to improve handoffs and address structural issues.

Skills

Post-sale experience

People leadership

SaaS expertise

Change management

Job description

Red Oak is seeking a senior leader to own the post-sale client journey across Implementation and Support. You will shape the organizational structure, scale a high-touch experience, and bridge two merging teams into one cohesive function.

You will guide leadership, set shared metrics, and drive faster time-to-value for Enterprise and digital accounts while preserving the high-quality experience that clients expect. This is a pivotal role at a defining moment for the company.