Head of Client Delivery

Job Title: Head of Client Delivery

Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours

About the Role

We are seeking a highly experienced Head of Client Delivery to lead and manage the complete post-sales client lifecycle across onboarding, implementation, adoption, and long-term client success.

This is a senior, hands-on leadership role responsible for ensuring clients successfully deploy and adopt advanced AI-driven solutions while achieving measurable business outcomes. You will serve as the primary owner of delivery quality, client satisfaction, operational execution, and long-term account health.

The ideal candidate combines strategic thinking with operational excellence and thrives in fast-moving, high-accountability environments. You will work cross-functionally with Sales, Product, Engineering, and Client Success teams while acting as a trusted advisor to client stakeholders throughout the delivery journey.

This role is not purely managerial — it requires active involvement in implementations, escalations, process development, and client-facing execution.

Responsibilities

Post-Sales Delivery & Implementation

• Own the end-to-end client delivery lifecycle from post-sale handoff through onboarding, implementation, adoption, and expansion
• Ensure clients achieve measurable business outcomes through structured execution and delivery management
• Oversee multiple concurrent client implementations while maintaining delivery quality and timelines
• Create clear implementation plans, onboarding frameworks, and adoption strategies

Client Ownership & Accountability

• Serve as the primary accountability owner for client satisfaction, delivery outcomes, and long-term success
• Build trusted relationships with client stakeholders across technical and operational teams
• Guide clients through implementation decisions, workflow optimization, and adoption strategies
• Manage complex client escalations and drive resolution plans proactively

Technical & GTM Enablement

• Collaborate closely with Sales, Product, and Engineering teams on complex implementations and GTM workflows
• Translate client business goals into scalable technical and operational execution plans
• Ensure integrations, automation systems, and AI-driven workflows support client objectives effectively
• Align client delivery with scalable internal processes and technical best practices

Process Building & Operational Improvement

• Define, document, and continuously improve delivery playbooks, onboarding systems, and operational workflows
• Identify risks early and proactively mitigate implementation or adoption challenges
• Develop scalable systems to improve delivery efficiency and consistency as the organization grows
• Use client feedback, operational insights, and performance metrics to drive process improvements

Leadership & Cross-Functional Collaboration

• Build strong working relationships across Client Success, Sales, Product, and Engineering teams
• Support strategic planning around retention, expansion, and customer experience improvements
• Contribute operational insights to product roadmap and service optimization discussions
• Help shape and scale the broader Client Delivery and Success organization

What Makes You a Strong Fit

• Strong blend of strategic leadership and hands-on operational execution
• Highly ownership-driven and comfortable operating in fast-moving environments
• Excellent client-facing communicator who can engage technical and non-technical stakeholders confidently
• Strong problem solver with proactive risk management instincts
• Comfortable creating structure and systems in evolving environments
• Deeply focused on client outcomes, adoption, and long-term value realization

Required Experience & Skills

• Senior-level experience in Client Success, Solutions Engineering, GTM Engineering, Technical Account Management, or Implementation leadership roles
• Strong understanding of modern GTM stacks, automation systems, and AI-enabled workflows
• Proven experience managing high-stakes client relationships and complex implementations
• Excellent communication, stakeholder management, and operational leadership skills
• Strong problem-solving, escalation management, and delivery coordination experience
• Ability to manage multiple concurrent client projects and operational priorities

Preferred Experience & Tools

• Experience working with AI and automation tools such as ChatGPT, Claude, Clay, or related platforms
• Background scaling client delivery, onboarding, or post-sales functions in SaaS or AI-driven environments
• Experience supporting technical integrations, workflow automations, or complex implementation projects
• Familiarity with CRM, workflow automation, and customer operations platforms
• Experience in startup, high-growth SaaS, or AI product environments

Education

• Bachelor’s degree in Business, Engineering, Computer Science, or related field preferred
• Advanced certifications or relevant professional training are a plus

What Does a Typical Day Look Like?

A Head of Client Delivery focuses on ensuring clients achieve successful adoption, measurable outcomes, and long-term satisfaction. You will:

• Oversee active onboarding and implementation projects across multiple accounts
• Meet directly with clients to align on objectives, timelines, adoption, and operational workflows
• Collaborate with Product, Engineering, and Sales teams to unblock implementation challenges
• Resolve escalations and proactively mitigate delivery risks
• Improve onboarding systems, implementation processes, and operational playbooks
• Monitor account health, adoption progress, and client satisfaction metrics

In essence: you are responsible for ensuring clients successfully deploy, adopt, and realize ongoing value from the company’s solutions while building scalable delivery operations behind the scenes.

Key Metrics for Success (KPIs)

• Client onboarding and implementation success rates
• Time-to-value and client adoption milestones
• Client satisfaction, retention, and long-term account health
• Reduction in delivery delays, escalations, and implementation risks
• Expansion opportunities and client growth outcomes
• Operational scalability and delivery process efficiency

Interview Process

• Initial Phone Screen
• Video Interview with Pavago Recruiter
• Strategic / Delivery Assessment
• Client Interview with Leadership Team
• Offer & Background Verification

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