The Opportunity: Vice President, Customer Delivery

Location: Austin, TX preferred; remote candidates considered

Reports to: CEO

Company Overview

A growing, technology-driven organization is investing in leadership, operational excellence, and scalable processes to support continued expansion.

The company offers an entrepreneurial, mission-focused environment that values initiative, accountability, collaboration, and continuous improvement.

Position Overview

The Vice President of Customer Delivery will oversee customer implementation, adoption, and ongoing success while building a scalable delivery organization.

This executive will lead an existing team, strengthen customer relationships, drive organizational change, and coordinate across internal departments to improve retention and long-term business performance.

Key Responsibilities

• Oversee customer implementation, onboarding, adoption, and ongoing delivery.
• Develop scalable processes and improve existing operational frameworks.
• Lead complex implementations involving multiple stakeholders and organizational change.
• Guide customer leadership teams through technology adoption and operational transformation.
• Build strong relationships with customers and internal stakeholders.
• Lead, develop, and expand the existing customer success team.
• Coordinate across departments to align priorities and improve execution.
• Establish performance metrics, reporting systems, and operational accountability.
• Improve customer retention, account expansion, and overall delivery effectiveness.
• Personally manage complex customer challenges while building a scalable organization.

Qualifications

• Proven senior-level leadership experience overseeing customer success, implementation, delivery, or professional services within a B2B SaaS company.
• Previous consulting or technology deployment experience involving substantial organizational change and successful end-user adoption.
• Demonstrated ability to manage complex implementations for upper-middle-market and enterprise clients, including multiple decision-makers and technical, IT, and security requirements.
• Experience supporting procurement, sourcing, supply chain, or operational teams, or introducing specialized software into environments previously dependent on manual processes.
• Documented success improving customer retention and expansion, including direct accountability for or involvement with net dollar retention (NDR) or gross retention performance.
• Experience developing and expanding delivery operations in a rapidly growing organization, ideally within a Series A–C environment.
• Exceptional communication, organizational, and leadership capabilities, including the ability to influence executives and coordinate across teams.
• Strong initiative, independent judgment, and a structured, hands-on approach to solving problems in ambiguous environments.
• Preferred: Prior military officer experience followed by technology implementation consulting, particularly with a major consulting organization.
• Additional differentiators: Early-stage company experience, government or defense customer engagement, and technical implementation or software integration expertise.
• Alignment with the organization's broader mission and willingness to take ownership of complex challenges.

Work Environment & Travel

This position is preferably based in Austin, Texas, with a minimum of three in-office days per week for local employees. Relocation assistance is available.

Remote candidates may be considered but must be willing to travel up to 50% to company offices, customer locations, and relevant events.

Compensation & Benefits

On-Target Earnings (OTE): Low $300Ks + Equity

Benefits: Medical, dental, and vision coverage; paid time off; company holidays; and 401(k) matching.