Head of Client Delivery

Job Title: Head of Client Delivery
Position Type: Full-Time, Remote
Working Hours: U.S. business hours

About the Role
We are seeking a highly experienced Head of Client Delivery to own and manage the full post-sales delivery lifecycle. This role is responsible for ensuring seamless onboarding, implementation, adoption, and long-term success for clients using advanced AI-driven solutions.

This is a senior, hands-on leadership role that combines strategic ownership with execution. You will work closely with Sales, Product, and Engineering teams while serving as the primary accountability owner for client outcomes, satisfaction, and retention.

Responsibilities

Post-Sales Delivery & Implementation

• Own the end-to-end client delivery lifecycle from post-sale handoff through onboarding, implementation, and adoption.
• Ensure clients achieve measurable outcomes through structured delivery and execution.
• Oversee multiple concurrent implementations while maintaining quality and timelines.

Client Ownership & Accountability

• Act as the primary point of accountability for client success and satisfaction.
• Serve as a trusted advisor to client stakeholders, guiding them through technical and operational decisions.
• Manage complex client escalations and lead resolution strategies.

Technical & GTM Enablement

• Partner with Sales, Product, and Engineering teams on complex implementations and custom GTM use cases.
• Translate client business goals into scalable technical workflows and execution plans.
• Ensure GTM systems, automation, and integrations are optimized for client success.

Process Building & Optimization

• Define, document, and continuously improve client delivery processes and playbooks.
• Identify risks early and proactively mitigate issues that could impact delivery or satisfaction.
• Help shape and scale the Client Delivery and Success function as the organization grows.

Leadership & Collaboration

• Build strong cross-functional relationships to ensure alignment across teams.
• Contribute to long-term strategy around client delivery, retention, and expansion.
• Support continuous improvement through feedback, insights, and data-driven decisions.

What Makes You a Strong Fit

• You balance strategic thinking with hands-on execution.
• You thrive in high-ownership, fast-moving environments.
• You are comfortable operating in ambiguity and defining structure where needed.
• You are deeply client-focused and outcome-oriented.

Required Experience & Skills

• Senior-level experience in Client Success, Solutions Engineering, GTM Engineering, or Implementation roles.
• Strong familiarity with modern GTM stacks, automation workflows, and AI-driven systems.
• Proven experience working directly with clients in high-stakes, outcome-focused environments.
• Excellent communication skills with the ability to engage both technical and non-technical stakeholders.
• Strong problem-solving and risk management capabilities.

Preferred Experience & Tools

• Experience working with AI and automation tools such as ChatGPT, Claude, Clay, or similar platforms.
• Background in scaling client delivery or post-sales functions.
• Experience supporting complex technical implementations and integrations.

Education

• Bachelor’s degree in Business, Engineering, Computer Science, or a related field preferred.
• Advanced certifications or relevant professional training are a plus.

What Does a Typical Day Look Like?
A Head of Client Delivery focuses on ensuring clients achieve value through structured execution and strong partnerships. You will:

• Oversee active client implementations and unblock delivery challenges.
• Meet with clients to align on outcomes, timelines, and adoption.
• Collaborate with internal teams to refine workflows and delivery strategies.
• Handle escalations and ensure client satisfaction remains high.
• Improve delivery processes and contribute to long-term scaling initiatives.

In short: you ensure clients are successfully onboarded, fully adopted, and consistently realizing value.

Key Metrics for Success (KPIs)

• Client onboarding and implementation success rates
• Time-to-value and adoption milestones
• Client satisfaction and retention
• Reduction in delivery risks and escalations
• Expansion and long-term account health

Interview Process:

• Initial Phone Screen
• Video Interview with Pavago Recruiter
• Technical Assessment (e.g., build a feature in React Native or implement an API integration in Swift/Kotlin)
• Client Interview with Engineering/Product Team
• Offer & Background Verification