AI Customer Strategy Lead

What You’ll Do

• Own the rollout: Take customers from signed to fully live on the platform — scoping, configuration, launch, and adoption across the front office, technicians, and locations.
• Learn the business first: Understand how each customer actually operates, then set up the platform to fit the way they work.
• Drive adoption and value: Make sure customers are using the platform deeply and getting real results — and quantify it in hard numbers (ROI, revenue, conversion, labor savings).
• Manage a portfolio: Run multiple customer rollouts at once, keeping each on track to go-live and to value.
• Be the customer’s trusted partner: Build the relationship, run the day-to-day, and turn frontline results into reporting their leadership trusts.
• Partner with engineering: Work hand in hand with our forward-deployed engineers — they handle the deep technical build, you own the customer, the configuration, and the outcome.
• Influence the playbook and delivery model: Turn what works in the field into repeatable practices that shape how we deliver the platform as we scale.
• Feed the field back to Product: Turn what you learn on the ground into signal that shapes the roadmap and how we deliver.

What We’re Looking For

• 4–8+ years in implementation, onboarding, deployment, or platform migration at a high-growth software or ops-heavy company (e.g., ServiceTitan, Toast, Rippling, or similar).
• Also a fit: technology-transformation or systems-implementation consulting (e.g., Deloitte, Accenture) where you ran the rollout rather than advised, or an engineering/technical background you’ve turned toward customers and business outcomes.
• A track record of getting customers live and adopting — ideally across a portfolio, and ideally with SMB or multi-location operators.
• Measurable impact you can point to: adoption, retention, time-to-value, revenue, or operational improvement you drove through execution.
• Customer obsession. You measure yourself by whether the customer is better off, and you do what it takes.
• Comfort in the data yourself — you can pull the numbers, show the impact, and tell the story.
• Strong presence with both senior leaders and frontline operators; you can earn a shop owner’s trust as easily as an executive’s.
• An AI-native mindset. You use AI tools daily and have strong intuition for how AI reshapes the way a business runs.
• Excited to work in person 5 days a week in San Francisco with the team.

Bonus Points

• You’ve owned a platform migration or major product rollout across many customers or locations.
• Experience in home services, field services, restaurants, retail, or other multi-location / SMB-dense industries.
• Startup experience.