Head of Customer Implementation

Location: Hybrid in Cambridge, UK, with around 4 days per month in the office

Company

hirify.global is a Salesforce DevOps platform used by more than 3,500 companies, with offices in Cambridge, Belfast, London, and Chicago.

What you will do

• Own implementation performance across enterprise and mid-market customers, including delivery quality, time to value, on-time go-lives, and customer satisfaction.
• Evolve the implementation methodology to provide a consistent and repeatable customer experience while supporting complex requirements.
• Monitor delivery data, capacity, trends, and risk across active implementations.
• Act as the senior escalation point for complex or at-risk implementations and work with senior customer stakeholders.
• Partner with Sales, Solutions Engineering, Customer Success, Account Management, and Alliances to improve requirements gathering, handovers, delivery, and partner oversight.
• Lead and develop the Customer Onboarding and DevOps Architecture teams, including coaching and career development.

Requirements

• Experience leading Implementation, Professional Services, or a related customer delivery function, ideally in B2B SaaS.
• Experience leading and developing managers and building leadership capability.
• Experience evolving implementation or delivery methodologies for customers with different levels of complexity.
• Experience working with professional services or delivery partners and maintaining consistent delivery quality.
• Comfort working in complex pre-sales conversations and with senior customer stakeholders.
• Strong cross-functional collaboration skills with Sales, Solutions Engineering, Customer Success, and other stakeholders.

Nice to have

• Experience working within the Salesforce ecosystem.
• Familiarity with Salesforce DevOps, release management, or complex Salesforce environments.

Culture & Benefits

• Flexible home working with a hybrid office arrangement.
• Personal development budget of up to £1,500 per year.
• Top-end hardware, free office lunch, and access to a Long Term Incentive Plan.
• 25 days of holiday plus bank holidays, with the option to buy up to 5 additional days.
• Company pension matching up to 5%, Bupa healthcare, life insurance, and critical illness cover.
• Enhanced family leave, menopause support, discounted gym membership, and other health and wellness benefits.