Head of Customer Delivery (Implementation)

Job title: Head of Customer Delivery (Implementation) in San Francisco, CA at Finix
Company: Finix
Job description: About UsMove money. Make money. Finix is a full-stack acquirer processor, empowering businesses of all sizes with flexible, modern payment solutions. Processing billions of dollars annually, Finix enables SaaS, marketplace, and e-commerce platforms to accept payments, manage payouts, and onboard merchants seamlessly. With our no-code, low-code, and developer-friendly tools, businesses can get up and running in hours-not months.Finix has raised over $175M, including a $75M Series C led by Acrew Capital, with participation from Lightspeed Venture Partners, Leap Global, American Express Ventures, Bain Capital Ventures, Homebrew, Inspired Capital, Sequoia Capital, Visa, and others.About the RoleThe Head of Customer Delivery will lead our growing team of Customer Delivery Managers (CDMs). Our CDMs own the post-sales implementation experience for Finix's customers, ensuring exceptional delivery across payment acceptance and payout products.As a Head of Customer Delivery, you will be responsible for overseeing a high-performing team that drives successful onboarding, solution delivery, and long-term platform adoption. You will serve as the connective tissue across Sales, Product, Engineering, Risk/Underwriting, and Support, ensuring our customers achieve maximum value from Finix.You Will:

• Lead and manage a team of Customer Delivery Managers focused on delivering seamless, high-impact post-sale implementations and long-term customer success.
• Own customer delivery strategy, driving standardization and operational excellence across tools, processes, and stakeholder engagement.
• Partner cross-functionally with Product, Engineering, Risk, Compliance, Support, and Sales to ensure that implementation plans align with Finix's product capabilities and customer needs.
• Establish strong executive relationships with customer stakeholders and represent the voice of the customer internally, championing their needs across Finix.
• Drive customer health and retention metrics, helping your team surface product insights, navigate complex integration scenarios, and unlock new revenue opportunities.
• Forecast and report on team and customer performance, ensuring delivery milestones, account health indicators, and business outcomes are consistently met or exceeded.
• Mentor and develop your team through coaching, feedback, and performance management, fostering a culture of high performance and continuous improvement.
• Contribute to product strategy by identifying common implementation friction points and collaborating with Product teams to evolve Finix's offerings.
• Lead QBRs and strategic account planning sessions with senior customer executives, demonstrating ROI and aligning on growth opportunities.

You Are:

• A proven team builder and people leader, with a track record of hiring, mentoring, and scaling high-performing post-sales or delivery teams.
• Exceptionally customer-centric, with a consultative mindset and deep empathy for the goals and challenges of platform customers.
• Energized by solving complex, cross-functional problems, and comfortable navigating ambiguity and change in a scaling environment.
• A strong strategic communicator, adept at influencing both internal and external senior stakeholders.
• Comfortable with data-driven storytelling, using metrics and performance insights to guide priorities and communicate impact.

You Have:

• 6+ years of experience in post-sales, customer delivery, implementation, or account management, with 2+ years in people management roles.
• A strong background in payments, fintech, or enterprise SaaS, with a deep understanding of product-led platforms.
• Experience leading customer onboarding or delivery for Tier 1 clients, including technical stakeholders and executive sponsors.
• A track record of driving operational rigor, customer satisfaction, and revenue retention through scalable delivery practices.
• Experience in contract management, commercial negotiation, and customer expansion strategies (upsell/cross-sell).
• Familiarity with product management principles, and experience contributing to product development or roadmap prioritization based on customer feedback.

Finix is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected class.Role: Head of Customer DeliveryLevel: M3 - M4Location: RemoteBase Salary Range: $130,000 - 200,000 OTE/yr + Equity + BenefitsOur salary ranges are determined by role, level, and location. The range displayed on this job posting reflects the minimum and maximum target for new hire (remote) salaries. Individual pay is determined by work location, job-related skills, experience, and relevant education or training.#LI-Remote
Expected salary: $130000 - 200000 per year
Location: San Francisco, CA
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