Head of Delivery & Customer Success

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 L1–L3 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:

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