Head of Implementation & Customer Success, Kernel AI

• Customer-Centric Mindset: A passion for delivering high-quality, impactful experiences tailored to customer needs
• Project Management Skills: Proven ability to manage multiple onboarding 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
• Adaptability: Flexible, solutions-oriented, and comfortable navigating change in a high-growth environment
• Technical Proficiency: Ability to quickly learn, adapt, and configure enterprise SaaS platforms
• Strategic Leadership: Experience building playbooks, processes, and teams for scalable customer success and implementation
• Customer Engagement: Proven track record of delivering exceptional onboarding experiences and managing complex customer projects simultaneously
• Communication Skills: Exceptional written and verbal communication skills, with experience delivering training and presentations
• Cross-Functional Collaboration: Ability to work effectively with sales, customer success, and product teams to deliver a seamless onboarding experience
• Adaptability: Comfortable working in a dynamic, fast-paced environment (previous startup or consulting experience preferred)
• 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
• 5+ years’ experience in Customer Success, Implementation, or Professional Services at a B2B SaaS company
• Proven experience leading teams and developing customer success/implementation strategies
• Track record of delivering enterprise onboarding projects with measurable outcomes
• Previous startup experience (seed to Series B preferred)
• Familiarity with AI software, RevOps workflows, or CRM ecosystems is a plus
• Technical proficiency with APIs, SaaS integrations, and workflow configuration

Desirable

• We are looking for our Head of Implementation & Customer Success, a foundational leader who will build and scale our post-sales function
• You will own the full customer journey from onboarding to long-term success, leading 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 implementations for our most strategic accounts
• You will also bring deep technical proficiency, ensuring our platform is implemented seamlessly into customer environments and workflows
• Customer Onboarding: Welcome new customers and guide them through their onboarding journey, ensuring a smooth and successful start with Kernel
• Project Management: Create and manage tailored project plans, ensuring timelines, milestones, and deliverables are consistently achieved
• Platform Configuration: Configure the Kernel platform to meet customer-specific requirements, ensuring early value and adoption
• Training Delivery: Deliver comprehensive onboarding training sessions—both foundational and advanced—in virtual or in-person formats
• Cross-Functional Collaboration: Work closely with Growth, Sales, Support & Shared Tooling, and Product teams to ensure continuity, share feedback, and create a seamless customer experience
• Customer Communication: Maintain consistent communication to keep customers informed on progress and key next steps
• Customer Handover: Coordinate smooth handoffs to Customer Success post-implementation, supporting strong ongoing relationships