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

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.

Retention Track Record :

Demonstrated ability to drive

higher customer retention

(e.g., improved GRR / NRR, measurable logo retention, multi-year renewals).

Customer Success Ownership :

Direct leadership of

Customer Success

teams with clear renewal / expansion outcomes and executive relationship management.

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.

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