Head of Customer Implementation

Responsibilities

• 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.
• 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.
• 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.
• Strengthen the connection between implementation performance and the commercial health of our customer relationships, supporting long-term retention and growth.

Requirements

• 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.

What you’ll achieve

Develop a strong implementation leadership team, with clear progression opportunities and consistent coaching for both technical and customer-facing roles.

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 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