Location : San Francisco (Hybrid)
The Role We're hiring a Head of Implementation for our Americas region to turn high-value AI use cases for our customers into real, measurable outcomes. Based in San Francisco, you'll sit at the intersection of pre-sale and post-sale - engaging with prospective customers during the trial phase to set expectations and plan the implementation motion, then owning end-to-end delivery once contracts are signed.
You'll lead a high-impact implementation team that serves as a strategic thought partner to our customers' executives and domain experts: co-creating deployment and adoption roadmaps, shaping scope, and driving value realization. You'll also own the operational backbone of the team - capacity planning, project tracking, staffing coverage, and continuous process improvement as our motion evolves.
Within Relevance AI, you'll collaborate cross-functionally with customer success, product, solutions engineering, and account teams to ensure agents and use cases are integrated, adopted, and scaled.
Your impact- Build the organizational skills and processes so that your team can:
- consistently co-create high-impact AI adoption roadmaps with customers by articulating the "art of the possible" and establishing a clear path to value for the customers first use cases with Relevance AI.
- deeply understand each customer's domain and business processes to prioritize the most impactful use cases for initial deployment.
- frame problems and scope the customer's initial deployments with executives and SMEs; define success metrics and guardrails.
- drive change management within our customers for their initial use cases: design onboarding materials, train users, monitor adoption, and close feedback loops.
- measure and scale value: quantify ROI, refine KPIs, and expand successful use cases across teams or departments.
- Oversee initial implementations for our Enterprise customers and ensure consistently excellent implementations that not only deliver successful agentic AI use cases but which also prepare the customer to identify and deliver new agentic use cases on their own
- Translate between customer needs and our product offerings to align internal organizations to best enable the seamless implementation of Relevance AI's enterprise customers.
- Establish implementation processes and operating artifacts: deployment plans, playbooks/runbooks, value trackers, and stakeholder cadences.
- Establish internal operational processes that measure the team's impact on our enterprise customer base and the efficiency and effectiveness of our delivery and staffing motion.
- Engage with Executive Stakeholders and Champions at prospective customers and establish Relevance AI as a Trusted Advisor for the implementation process.
- How we'll measure success:
- Revenue: Net Revenue Retention (churn, downsell, upsell)
- Consumption/ROI: Time vs Value vs Usage per use case
- Customer Satisfaction: CSAT and qualitative feedback
What We're Looking For - Leadership: Experience leading technical high-impact solution delivery organizations that serve Enterprise customers with complex teams and products.
- Strategic: Business analysis, process design, value mapping, and executive communication.
- Technical: Familiarity with LLMs/agents; comfort with APIs/integrations and data/analytics concepts.
- Operational: Agile project management, stakeholder alignment, enablement and training at scale.
- Interpersonal: Empathy, storytelling, negotiation, and cross-functional collaboration.
- Experience: Proven track record deploying AI/automation/data products with measurable impact; partnering with product/engineering and customer-facing teams.
- Ownership: Bias to action, structured thinking, and the ability to turn ambiguity into a clear, prioritized plan.
- Nice to have:
- Start Up Experience
- Industry domain experience in one or more of: operations, marketing, sales, support, or finance
Benefits - Health Insurance Contribution - Relevance AI contributes to the cost of individual medical, dental, and vision insurance for employees.
- 🚍 Commuter Benefits - Save on your commute with pre-tax deductions for transit and parking expenses
- Unlimited Annual Leave - Flexible time off policy to rest, recharge, and take care of what matters most
- ESOP - Employee Stock Ownership Plan so you can grow with the company
- AI Productivity Benefit - Get up to $1200 USD/year to spend on AI tools, courses, and learning resources that help you work smarter and grow your skills
- Parental Leave - We offer 12 weeks of paid parental leave for all eligible new parents, and an additional 6 weeks for the birthing parent
