AI Customer Strategy Lead

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.*