▷ [3 Days Left] Head of Delivery & Customer Success

Job Description

About Lyzr

Lyzr is a full-stack agent infrastructure platform powering secure, private, enterprise-grade AI agents. We help Fortune-level organizations build, evaluate, and run agentic workflows inside their own cloud (VPC), with responsible-AI guardrails, hallucination management, and enterprise controls.

Role Overview

You will own post-sales customer outcomes end-to-end: implementation, delivery quality, customer success/retention, and partner/GSI delivery. You'll build and scale a global delivery engine (India-led with near-shore hubs), establish PMO rigor, raise NRR/GRR, and turn Lyzr deployments into durable, referenceable programs.

What You'll Do

- Build & Scale Global Delivery: Stand up and grow offshore/near-shore delivery centers (India primary; evaluate Brazil/Poland/Vietnam/Thailand) with clear org design, career ladders, utilization targets, and capacity planning.
- Program & Project Excellence (PMO): Install delivery playbooks, SOW to runbook handoffs, stage gates, RAID logs, risk/change control, and standardized SLAs/SLOs for agent deployments and traditional app dev projects.
- Customer Success & Retention: Lead CS to improve onboarding, value realization, QBRs/EBRs, adoption health scores, renewal motions, and expansion plays in partnership with Sales.
- Application & Agent Delivery: Oversee multi-track implementations (integrations with ERP/CRM/DW, data pipelines, LLMOps/MLOps, evaluation harnesses, RAI guardrails, knowledge bases, and custom applications).
- Partner/GSI Delivery: Create a partner delivery framework (enablement, certification, QA gates) and co-deliver with GSIs/MSPs without compromising quality or margin.
- Commercial & P&L Responsibility: Own delivery economics (margin, utilization, backlog burn-down, forecast accuracy). Tight change-order discipline.
- Quality, Security & Compliance: Enforce secure-by-default standards (SOC 2/ISO 27001 practices), data residency, privacy reviews, and incident/problem management.
- Support & Managed Services: Stand up L1L3 support, on-call rotation, and runbooks for live agent systems; drive MTTR/CSAT improvements.
- Voice of Customer: Feed systematic insights to Product/Engineering to influence roadmap and reliability at scale.
- Talent & Culture: Hire, coach, and retain high-performing delivery leaders (program directors, engagement managers, architects, CSMs).

Must-Have Qualifications

1. Global Delivery Leadership: Proven experience building and managing large offshore and near-shore delivery teams, primarily India-based (hundreds+ headcount across multiple programs). Bonus for having built/managed teams in Brazil, Poland, Vietnam, or Thailand.
2. Retention Track Record: Demonstrated ability to drive higher customer retention (e.g., improved GRR/NRR, measurable logo retention, multi-year renewals).
3. Customer Success Ownership: Direct leadership of Customer Success teams with clear renewal/expansion outcomes and executive relationship management.
4. Application Development Experience: Hands-on leadership delivering application development projects at scale (SDLC discipline, secure delivery, change management), ideally alongside data/AI/ML initiatives.

Preferred Experience

- Enterprise AI/agentic programs, LLMOps/MLOps, evaluation frameworks, responsible-AI guardrails, and data privacy/residency in customer VPCs.
- Partner/GSI co-delivery, certification programs, and multi-vendor governance.
- Standing up PMO functions, standardized SOWs, playbooks, and delivery QA gates across multiple industries (financial services, insurance, healthcare, public sector).
- P&L ownership for delivery, strong commercial acumen (margins, utilization, staffing models).
- Operating in high-growth startups or scale-ups selling to large enterprises.
- Security and compliance familiarity (SOC 2, ISO 27001) and incident/problem management.
- Excellent exec-level communication and escalation management.

Success Metrics (Scorecard)

- GRR / NRR: Meaningful improvement in logo retention and net expansion within 12 months.
- Delivery Margin & Utilization: Targeted increases with accurate quarterly forecasts.
- Time-to-Value: Reduced implementation time and faster first-value milestones.
- Adoption Health: Improved deployment usage, feature adoption, and value realization.
- Quality & Reliability: SLA/SLO attainment, MTTR reduction, fewer severity-1 incidents.
- Referenceability: Increase in case studies, references, and co-marketing wins.

90-Day Plan (Outcomes)

- 30 Days: Audit programs, SLAs, SOWs; map delivery org; establish risk registers; set the retention and adoption dashboard.
- 60 Days: Launch PMO 1.0, standard playbooks, capacity plan; codify CS motions (onboarding QBR/EBR).
- 90 Days: Stand up/expand India delivery hub; pilot near-shore cell; implement support runbooks; publish delivery KPIs and QBR rhythm.

Apply Here: https://www.notion.so/lyzr/27d40f4a0e9a81579c37e944efd2606cpvs=106

- Lyzr is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.