▷ Urgent : 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

Success Metrics (Scorecard)

90-Day Plan (Outcomes)