Sr. Head of Ai Delivery

Requirements:

• 2-8 years of total experience, including 1-4+ years in implementation, professional services, or technical customer success at a B2B SaaS company, with experience leading and hiring for post-sale teams.
• A track record of owning executive-level post-sale metrics (time-to-live, NRR/GRR, adoption) and a clear point of view on how to build the playbooks, staffing models, and tooling that move them.
• Genuinely hands-on technical comfort: you can edit prompts, work with low-code configuration, read a JSON payload, and QA an AI conversation yourself, and you expect to keep doing so, not just manage it.
• Player-coach DNA: you have built a function from an early stage (first post-sale hire, founding CSM/implementation lead, or 01 services team) and know the difference between running the machine and designing it.
• Exceptional interpersonal warmth and executive presence; hospitality customers judge on personality, and yours wins over owners and GMs alike.
• Organised and self-directed: you can run multiple concurrent onboardings and later, a team running dozens without dropping details.
• Willingness to work in-person from our Bengaluru office and travel to Sunnyvale, CA and customer properties.
• Leadership experience at a CCaaS, conversational AI, or voice AI company (contact centre platforms or AI agent products).
• Background in hospitality technology (PMS, guest messaging, restaurant tech) or hands-on hospitality operations experience earlier in your career.
• Experience building QA/evaluation programs for AI or agent conversations.
• Experience presenting retention and delivery metrics to boards or executive teams.