Head of Delivery

TopQuadrant

About The Position

We are seeking a highly experienced Head of Delivery to oversee the entire post-sale customer lifecycle, from initial onboarding through sustained, long-term expansion. This pivotal role is a leadership position, operating at the critical intersection of Professional Services, Customer Success, and Customer Support. The core mission is to ensure enterprise clients not only successfully go live but also achieve lasting, measurable value from our platform. The successful candidate will serve as the operational backbone of our customer organization, responsible for instilling structure, accountability, and providing executive-level engagement for our most strategic accounts. This position is perfect for a self-starter who has excelled in high-growth B2B SaaS environments, is enthusiastic about building and refining processes from the ground up, and possesses the confidence to navigate complex enterprise relationships.

Requirements

Builder & Scaler: You've built functions from scratch and your instinct is to systematize. Playbooks, automations, repeatable processes — if you're doing something twice, you're already designing the system to make it scale.
AI-First Operator: You're constantly asking how AI can make delivery faster, account management more proactive, and customer experience exceptional.
Customer Heartbeat: You know what your customers care about before they tell you. You combine data (dashboards, health scores, usage signals) with real executive relationships to stay ahead — not reactive, anticipatory.
Systems Thinker: You see across PS, CS, Support, Product, and Sales as one connected machine. You spot inefficiencies, close loops, and design processes where nothing falls through the cracks.

Responsibilities

Lead end-to-end implementation engagements for enterprise clients, from scoping and kickoff through go-live and handoff.
Build and maintain scalable onboarding methodologies, playbooks, and project templates that reduce time-to-value across all client tiers.
Manage a portfolio of concurrent implementation projects, ensuring on-time delivery, scope adherence, and high client satisfaction.
Serve as executive sponsor and primary point of escalation during complex or at-risk deployments.
Partner with Sales during pre-sales to scope professional services engagements, contribute to SOWs, and set accurate delivery expectations.
Develop the PS practice: define pricing models, resource plans, and delivery standards as the company scales.
Own net revenue retention (NRR) and gross retention across the customer base, identifying risk early and driving proactive intervention.
Build and execute tailored success plans for strategic enterprise accounts, aligning platform adoption milestones to client business outcomes.
Oversee the customer support function, setting SLA standards, escalation paths, and quality benchmarks.
Identify recurring support themes and drive systemic fixes — through product improvements, documentation, or training — to reduce ticket volume over time.
Build a tiered support model appropriate for a scaling startup, balancing cost efficiency with enterprise-grade responsiveness.

Benefits

Medical
Dental
Vision
Short and Long Term Disability
Company Paid Life Insurance
Paid Time-Off
401K plan
Parental leave
Open PTO policy
14 observed company holidays
Salary – Our philosophy is to pay competitively, as we want our team focusing on ways to help TopQuadrant win, while feeling comfortable with their compensation.
Annual Bonus - When the company does well, we all should share, not just in long term value, but today.
Equity – You’re joining a growth technology company, and as a team member your ability to make a positive impact is important. We want to provide an opportunity for employees to share in the financial success of the organization. We’ve gathered market data to help us arrive at a generous equity plan.