Xeno - Implementation Head

About Xeno

Xeno is an AI-powered customer engagement platform designed specifically for retailers, enabling them to maximize repeat revenue through personalized marketing campaigns. We collaborate with leading brands such as Tommy Hilfiger, Calvin Klein, Jack & Jones, Levi's, Taco Bell, and Barbeque Nation. With the surge in digital retail, we've experienced significant growth, expanding our reach to numerous brands over the past year.

About the Role

As the Implementation Head at Xeno, you will lead the end-to-end implementation function, ensuring that enterprise customers experience a seamless and impactful onboarding journey with our CRM solutions. You will own customer go-live success, build scalable processes, and lead a high-performing team to deliver business outcomes for our clients. This role is critical in ensuring customers adopt Xeno successfully and realize value quickly.

Why Join Us?

At Xeno, we're reimagining CRM and Loyalty for leading retail and F&B brands. As Implementation Head, you'll not only drive how our customers go live successfully, but also shape how our product is adopted and evolves.

This isn't just another implementation role - it's a career-defining leadership opportunity where you'll:

- Alongside implementation managers drive onboarding projects from requirements gathering to go-live, ensuring timely and high-quality delivery

- Act as the senior point of contact for enterprise clients, managing expectations, communication, and escalations

- Assist implementation managers in understanding the customer requirements, creating a solution architecture, aligning the integration approach & working on APIs/ UAT to ensure the implementation is completed.

- Collaborate with Sales, Product, and Engineering teams to scope requirements and drive product improvements

- Establish KPIs and governance mechanisms to track project health, risks, and client satisfaction.

Drive process standardization, automation, and continuous improvement in implementation practices

- Build, mentor, and scale a high-performing implementation team with a culture of ownership and accountability

- Potentially lead a team of not just implementation managers, but also forward deployed engineers (who can help drive implementations from engineering pov)

- If you've ever wanted to blend your engineering background with strategic leadership and leave your mark on a fast-growing SaaS company - this role is built for you.

Key Responsibilities

- Lead the customer implementation lifecycle: from requirements gathering and solution design to configuration, UAT, and go-live.

- Build, scale, and optimize implementation frameworks, playbooks, and best practices for different customer segments (enterprise, mid-market, F&B, retail).

- Engage with client leadership to understand business objectives, processes, and system architecture, and translate these into Xeno-enabled solutions

- Design and validate CRM workflows, data models, integrations, and automation rules that solve client-specific challenges.

- Partner with Product Managers & Engineers to influence the product roadmap based on recurring client needs, gaps, and industry best practices.

- Lead and mentor a team of Implementation Managers/Leads, ensuring a culture of accountability, speed, and Educational Background: B.Tech / B.E. in Computer Science, Information Technology, or equivalent.

- Technical Depth: Prior experience in coding/development (e.g., Python, Java, SQL, or similar) is a bonus.

- Proven track record of leading enterprise SaaS implementations (CRM, MarTech, RetailTech preferred).

- Strong project management and stakeholder management skills.

- Experience building and scaling implementation processes & teams in a high-growth SaaS environment.

What We Value at Xeno

At Xeno, our culture is built around high intensity and high performance. As a HAPPYxen, you'll live these values every day:

- Start from Customers: We begin with customer problems, not internal assumptions. Every solution, process, and decision is anchored in delivering customer value.

- Drive Outcomes: Activity is not enough. We measure ourselves by the tangible impact we create for customers and for Xeno.

- Stay Relentless: We move fast, push boundaries, and don't stop until the job is done. Persistence is our default.

- Own it End-to-End: We take complete accountability - from problem to solution, from strategy to execution. No silos, no hand-offs without responsibility.

If these values excite you, you'll thrive as part of Xeno's mission to transform how brands engage with their customers.