Head of Customer Implementation

Job description

Getting implementation right has a lasting impact on our customers. It helps them see value sooner, build confidence with Gearset, and creates stronger foundations for renewal and growth. As our enterprise and mid-market customer base grows, we’re investing in implementation as a distinct part of our Customer Growth organisation. We’re looking for a Head of Customer Implementation to lead that work, bringing greater structure and consistency to delivery while developing the team responsible for helping customers get started successfully. This is a newly created role within our Customer Growth leadership team, sitting alongside Customer Success and Account Management. You’ll lead our Customer Onboarding and DevOps Architecture teams, own implementation performance across enterprise and mid-market customers, and shape how we work with Sales, Solutions Engineering and our delivery partners. There are strong foundations to build from, alongside plenty of opportunity to improve how we work. You’ll have the autonomy to evolve our implementation approach, strengthen how teams work together from pre-sales through to Customer Success, and build a function that supports our customers as Gearset continues to grow. ## What’s the opportunity for a Head of Customer Implementation at Gearset? - Own implementation performance across our enterprise and mid-market customers, with responsibility for delivery quality, time to value, on-time go-lives and customer satisfaction. - Evolve our implementation methodology, creating a clear and repeatable approach that gives customers a consistent experience while allowing us to adapt for genuinely complex requirements. - Maintain clear visibility across active implementations, using delivery data to understand capacity, identify trends and keep the Customer Growth leadership team informed. - Support complex or at-risk implementations as the senior escalation point, working directly with customer stakeholders when your experience can help move delivery forward. - Build a close partnership with Sales and Solutions Engineering, improving how we gather requirements, set expectations and move customers from deal close into implementation. - Represent implementation during complex enterprise sales conversations, helping customers understand realistic scope, timelines and what successful delivery requires. - Build strong relationships with senior stakeholders at strategic customers and partner with Customer Success and Account Management where implementation quality, risk or growth opportunities need cross-functional attention. - Work with our Alliances team to provide implementation guidance and quality oversight for key global partners. - Lead and develop our Customer Onboarding and DevOps Architecture teams, building the technical expertise, coaching and career pathways each group needs to progress. ## What you’ll achieve - Build a consistent implementation experience that helps enterprise and mid-market customers reach value sooner and go live successfully. - Improve delivery quality and predictability across the implementation portfolio, with clear reporting on performance, capacity and risk. - Strengthen the handover between Sales, Solutions Engineering and Implementation so engagements start with clear requirements, realistic expectations and well-defined scope. - Improve the transition from implementation into Customer Success, helping customers enter their ongoing relationship with Gearset with the knowledge and support they need to succeed. - Develop a strong implementation leadership team, with clear progression opportunities and consistent coaching for both technical and customer-facing roles. - Strengthen the connection between implementation performance and the commercial health of our customer relationships, supporting long-term retention and growth. ## **About you** - You have experience leading Implementation, Professional Services or a related customer delivery function, ideally within B2B SaaS, including experience leading and developing managers. - You’ve evolved an implementation or delivery methodology across customers with different levels of complexity, and can show the impact your changes had on areas such as time to go-live, customer satisfaction, delivery quality or team efficiency. - You have experience working with professional services or delivery partners and know how to create the structure, support and oversight needed for consistent, high-quality delivery. - You’re comfortable working alongside Sales in complex pre-sales conversations and building relationships with senior customer stakeholders, including when navigating challenging conversations. - You understand how implementation influences adoption, retention and growth, and bring that commercial understanding to how you lead the function and make decisions. - You care about developing people across technical and customer-facing roles, with experience helping managers become stronger coaches and building leadership capability within a team. - You work collaboratively across teams and can build alignment with Sales, Solutions Engineering, Customer Success and other stakeholders, communicating clearly with different audiences. ## Nice to haves - Experience working within the Salesforce ecosystem. - Familiarity with Salesforce DevOps, release management, or the challenges teams face when managing complex Salesforce environments. ## Benefits (the stuff you'd expect!) - This is a full-time role, working Monday to Friday, with flexible home working. For this role, you’ll spend around 4 days a month in the office. - Generous personal development budget for courses, conferences, or whatever is useful to your professional development in the role of up to £1500 per year - Top end hardware provided - Opportunity to join our Long Term Incentive Plan - Free lunch in the office - 25 days holiday plus bank holidays (with the option to buy an extra 5 each year) - Company Pension Plan (matching up to 5%) - Bupa health care - Enhanced family leave from day 1, including 26 weeks full maternity/adoption pay, OTE-inclusive - Bupa Menopause Plan offering specialist consultations and support - Life Insurance & critical illness cover - Discounted gym membership, as well as a range of health and wellness benefits