Head of Customer Success & Technical Implementation, Kernel AI

• Customer-Centric Mindset: Deliver impactful experiences and navigate high stakes conversations with senior executives
• Project Management Skills: Proven ability to manage multiple large projects simultaneously with strong attention to detail
• Exceptional Communication: Confident communicator with strong presentation skills; able to engage a range of stakeholders from admins to executives
• Strategic Leadership: Experience building playbooks, processes, and teams for scalable customer success and implementation
• All-in: You’re not afraid to roll up your sleeves and handle whatever needs doing — from chasing down invoices to configuring integrations
• Entrepreneurial: You’re a creative, resourceful generalist. You like solving problems, figuring things out fast, and working with limited structure or playbooks
• Experience managing multi $m customer portfolios in Customer Success/Implementation roles at B2B SaaS companies and/or experience owning projects in Professional Services
• Experience leading small or large teams in a high intensity environment
• Previous startup experience (seed to Series B preferred)
• Technical proficiency with APIs, SaaS integrations, data analysis and workflow automation

Desirable

• We are looking for our Head of Customer Success & Technical Implementation, a foundational leader who will build and scale our customer journey from pre-sales pilots to post-sales success
• You will report to our Founder & CEO Anders and lead our Implementation and Customer Success teams to deliver exceptional customer outcomes
• Your north star will be ensuring customers adopt Kernel successfully, achieve measurable value quickly, and stay with us for the long run
• This is both a strategic and hands-on role: you’ll be building playbooks, defining processes, and managing the growing team while also directly managing complex AI implementations for our most strategic accounts
• You will bring deep technical proficiency, ensuring our platform is implemented seamlessly into customer environments and workflows
• Pre-sales and solutions engineering playbook and execution: You will take our playbook to the next level and lead by example by using our tooling and customer systems to close new customers
• Customer Success playbook and execution: You will take our playbook for customer success to the next level and build close relationships across our customers.
• Cross-Functional Collaboration: Work closely with Growth, Sales, Support, and Product teams to ensure continuity, share feedback, and create a seamless customer experience