Head of Client Delivery (Client Success, Implementations & AI Solutions)

About the Role

At Pavago, one of our clients is hiring a Head of Client Delivery to lead the complete post-sales client lifecycle—from onboarding and implementation to adoption, expansion, and long-term client success.

This is a senior, hands-on leadership role where you’ll be responsible for ensuring clients successfully implement AI-driven solutions, realize measurable business outcomes, and receive an exceptional delivery experience.

You’ll serve as the primary owner of delivery quality, operational excellence, client satisfaction, and long-term account health while partnering closely with Sales, Product, Engineering, and Client Success teams.

This is not purely a management role. You’ll remain actively involved in client implementations, escalations, process development, and strategic delivery initiatives.

What You’ll Own

Client Delivery & Implementations

• Own the end-to-end client delivery lifecycle from post-sale handoff through onboarding, implementation, adoption, and expansion.
• Develop structured onboarding plans, implementation roadmaps, and adoption strategies.
• Oversee multiple concurrent client implementations while ensuring quality, timelines, and successful outcomes.
• Drive measurable business value through effective delivery execution.

Client Success & Strategic Partnership

• Serve as the executive owner for client satisfaction and delivery success.
• Build trusted relationships with executive, operational, and technical stakeholders.
• Guide clients through implementation decisions, workflow optimization, and adoption planning.
• Lead complex client escalations and proactively drive successful resolutions.

Technical Delivery & GTM Collaboration

• Partner with Sales, Product, Engineering, and Client Success teams throughout implementation.
• Translate client business objectives into scalable technical and operational execution plans.
• Ensure AI workflows, automations, and system integrations support client goals.
• Align delivery processes with scalable internal best practices.

Process Development & Operational Excellence

• Build and continuously improve onboarding playbooks, implementation frameworks, and delivery workflows.
• Identify risks early and proactively mitigate implementation challenges.
• Create scalable systems that improve delivery consistency and operational efficiency.
• Use client feedback and performance metrics to refine processes.

Leadership & Cross-Functional Collaboration

• Collaborate closely with Client Success, Product, Sales, and Engineering leadership.
• Support retention, expansion, and long-term customer success strategies.
• Provide operational insights that influence product development and service improvements.
• Help scale the overall Client Delivery organization.

What Makes You a Strong Fit

• Strategic leader with a hands-on execution mindset.
• Strong ownership and accountability.
• Excellent client-facing communication skills.
• Comfortable engaging both technical and non-technical stakeholders.
• Proactive problem solver with strong escalation management experience.
• Passionate about client outcomes, adoption, and operational excellence.
• Able to build scalable systems in high-growth environments.

Required Experience & Skills

Experience

• Senior-level experience in:
• Client Success
• Solutions Engineering
• Technical Account Management
• GTM Engineering
• Implementation Leadership
• Proven success managing enterprise or high-value client relationships.
• Experience leading complex implementations and post-sales delivery programs.

Technical Knowledge

• Strong understanding of:
• Modern GTM technology stacks
• Workflow automation
• AI-enabled business processes
• Experience coordinating technical implementations and operational workflows.

Leadership & Communication

• Excellent stakeholder management and executive communication skills.
• Strong operational leadership and project management capabilities.
• Experience managing multiple client implementations simultaneously.
• Exceptional problem-solving and risk management skills.

Nice-to-Have

• Experience working with:
• ChatGPT
• Claude
• Clay
• AI automation platforms
• Background scaling:
• Client Delivery
• Customer Success
• Onboarding
• Professional Services
• Experience supporting:
• Workflow automations
• CRM implementations
• Technical integrations
• Experience in:
• SaaS
• AI startups
• High-growth technology companies

Education

• Bachelor’s degree in:
• Business
• Engineering
• Computer Science
• Related field preferred
• Relevant certifications or advanced professional training are a plus.

What a Typical Day Looks Like

• Review active client onboarding and implementation projects.
• Meet with clients to align on goals, timelines, and adoption strategies.
• Partner with Product, Engineering, and Sales teams to resolve implementation challenges.
• Manage escalations and proactively address delivery risks.
• Improve onboarding playbooks and operational workflows.
• Monitor adoption metrics, client health, and delivery performance.

In short: You ensure clients successfully implement, adopt, and maximize value from AI-driven solutions while building scalable delivery systems that support long-term business growth.

Key Metrics for Success (KPIs)

• Client onboarding and implementation success.
• Time-to-value and product adoption.
• Client satisfaction and retention.
• Long-term account health and expansion.
• Reduction in implementation delays and escalations.
• Operational efficiency and delivery scalability.

Why Join Us?

• Lead client delivery for cutting-edge AI solutions.
• Directly influence client success, retention, and long-term growth.
• Partner closely with executive leadership and cross-functional teams.
• Build scalable delivery operations in a high-growth environment.
• Fully remote work environment with significant leadership visibility.
• Career progression into:
• VP of Client Success
• Director of Professional Services
• Head of Customer Success
• Chief Customer Officer