Own end-to-end delivery of complex, mission-critical customer launches from scoping through go-live and sustained adoption
Embed with government teams to deeply understand workflows, identify relevant datasets, and map critical operational questions to software solutions
Serve as the primary technical and strategic point of contact for our highest-priority accounts during deployment
Manage technical setup, data integration, workflow configuration, and stakeholder alignment across multiple simultaneous implementations
Navigate ambiguous, fast-moving contexts where you define the direction and execute the work
Develop repeatable deployment playbooks, technical documentation, and training materials that enable our deployment team to scale
Identify patterns across customer implementations and codify learnings into scalable processes and tools
Establish metrics, reporting frameworks, and best practices to track deployment health, customer outcomes, and team efficiency
Maximize AI tools to build internal capabilities that improve how we scope, sequence, and execute deployments as the team grows
Own customer retention, health, and expansion
Stand up and scale support operations from the ground up
Build feedback loops between support, success, and product

8+ years in software implementation, customer success, solutions architecture, technical consulting, or post-sales leadership roles with direct customer engagement
Proven track record leading complex, high-stakes software rollouts and driving long-term customer outcomes, ideally in government, healthcare, or industries with legacy systems and regulatory constraints
Experience building or scaling customer success and/or support functions, including defining processes, metrics, and team structures from the ground up
An experienced builder with high proficiency in the latest generation of AI tools, like Claude Code, CoWork, GPT, and others
Strong technical fluency
Ability to translate ambiguous customer problems into structured technical requirements and influence product roadmaps through clear, data-informed feedback
Exceptional communication skills across all levels, from frontline government staff to company leadership
High agency and ownership
Mission-driven
Comfortable with regular travel and on-site customer work (up to 30% depending on deployment cycles)

Head of Customer Operations

Key skills