Delivery & Customer Success Lead

New

AxiamaticEnterprise software

Source API remote eligibility restrictions: United StatesFull-TimeLead

Salary not disclosed

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Job Details

Experience: 3+ years in customer success, professional services, delivery, or consulting at an enterprise software company.
Required Skills: Customer Success

Have 3+ years in customer success, professional services, delivery, or consulting at an enterprise software company.
Show evidence of building processes where none existed.
Take action without waiting for direction and solve problems creatively when there is no playbook.
Have experience running complex technical implementations to a deadline.
Be comfortable working directly with engineering on customer escalations.
Bring executive presence and credibility with customer VPs and C-level sponsors, including during escalations.
Be able to move between technical deployment discussions and executive business conversations.
Be willing to travel to customer sites.
Management experience is preferred.
Early-stage company experience is preferred.
Professional services or consulting delivery background is preferred.
Experience with an embedded or forward-deployed engineering model is preferred.

Design and run the delivery and customer success model.
Build onboarding, implementation, and escalation processes.
Own delivery from kickoff through go-live, with Forward Deployed Engineers handling technical execution.
Drive implementation timelines and hold internal and customer teams to them.
Own adoption and time to value across the customer base.
Own executive relationships at top accounts and run business reviews with customer sponsors.
Report account health and delivery risk to the leadership team.
Hire and grow the team as the customer base grows.
Bring customer patterns and product gaps to product and engineering.

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