{"id":1407922,"url":"https://alion.io/job/gearset-head-of-customer-implementation","title":"Head of Customer Implementation","company":{"id":1841198,"name":"Gearset","domain":"gearset.com","url":"https://alion.io/company/gearset-com","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"head","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cambridge, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":96000,"max_usd":193000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":358},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":true}],"status":"live","first_seen_at":"2026-09-08T15:28:31Z","employer_posted_date":"2026-09-08","last_verified_at":"2026-10-19T06:39:45Z","board_verified":true,"closed_at":null,"days_open":40,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":40},"description":"Getting implementation right has a lasting impact on our customers. It helps them see value sooner, build confidence with Gearset, and creates stronger foundations for renewal and growth.\nAs our enterprise and mid-market customer base grows, we’re investing in implementation as a distinct part of our Customer Growth organisation. We’re looking for a Head of Customer Implementation to lead that work, bringing greater structure and consistency to delivery while developing the team responsible for helping customers get started successfully.\nThis is a newly created role within our Customer Growth leadership team, sitting alongside Customer Success and Account Management. You’ll lead our Customer Onboarding and DevOps Architecture teams, own implementation performance across enterprise and mid-market customers, and shape how we work with Sales, Solutions Engineering and our delivery partners.\nThere are strong foundations to build from, alongside plenty of opportunity to improve how we work. You’ll have the autonomy to evolve our implementation approach, strengthen how teams work together from pre-sales through to Customer Success, and build a function that supports our customers as Gearset continues to grow.\nWhat’s the opportunity for a Head of Customer Implementation at Gearset?\nOwn implementation performance across our enterprise and mid-market customers, with responsibility for delivery quality, time to value, on-time go-lives and customer satisfaction.\n\nEvolve our implementation methodology, creating a clear and repeatable approach that gives customers a consistent experience while allowing us to adapt for genuinely complex requirements.\n\nMaintain clear visibility across active implementations, using delivery data to understand capacity, identify trends and keep the Customer Growth leadership team informed.\n\nSupport complex or at-risk implementations as the senior escalation point, working directly with customer stakeholders when your experience can help move delivery forward.\n\nBuild a close partnership with Sales and Solutions Engineering, improving how we gather requirements, set expectations and move customers from deal close into implementation.\n\nRepresent implementation during complex enterprise sales conversations, helping customers understand realistic scope, timelines and what successful delivery requires.\n\nBuild strong relationships with senior stakeholders at strategic customers and partner with Customer Success and Account Management where implementation quality, risk or growth opportunities need cross-functional attention.\n\nWork with our Alliances team to provide implementation guidance and quality oversight for key global partners.\n\nLead and develop our Customer Onboarding and DevOps Architecture teams, building the technical expertise, coaching and career pathways each group needs to progress.\n\nWhat you’ll achieve\nBuild a consistent implementation experience that helps enterprise and mid-market customers reach value sooner and go live successfully.\n\nImprove delivery quality and predictability across the implementation portfolio, with clear reporting on performance, capacity and risk.\n\nStrengthen the handover between Sales, Solutions Engineering and Implementation so engagements start with clear requirements, realistic expectations and well-defined scope.\n\nImprove the transition from implementation into Customer Success, helping customers enter their ongoing relationship with Gearset with the knowledge and support they need to succeed.\n\nDevelop a strong implementation leadership team, with clear progression opportunities and consistent coaching for both technical and customer-facing roles.\n\nStrengthen the connection between implementation performance and the commercial health of our customer relationships, supporting long-term retention and growth.\n\nAbout you\nYou have experience leading Implementation, Professional Services or a related customer delivery function, ideally within B2B SaaS, including experience leading and developing managers.\n\nYou’ve evolved an implementation or delivery methodology across customers with different levels of complexity, and can show the impact your changes had on areas such as time to go-live, customer satisfaction, delivery quality or team efficiency.\n\nYou have experience working with professional services or delivery partners and know how to create the structure, support and oversight needed for consistent, high-quality delivery.\n\nYou’re comfortable working alongside Sales in complex pre-sales conversations and building relationships with senior customer stakeholders, including when navigating challenging conversations.\n\nYou understand how implementation influences adoption, retention and growth, and bring that commercial understanding to how you lead the function and make decisions.\n\nYou care about developing people across technical and customer-facing roles, with experience helping managers become stronger coaches and building leadership capability within a team.\n\nYou work collaboratively across teams and can build alignment with Sales, Solutions Engineering, Customer Success and other stakeholders, communicating clearly with different audiences.\n\nNice to haves\nExperience working within the Salesforce ecosystem.\n\nFamiliarity with Salesforce DevOps, release management, or the challenges teams face when managing complex Salesforce environments.\n\nBenefits (the stuff you'd expect!)\nThis is a full-time role, working Monday to Friday, with flexible home working. For this role, you’ll spend around 4 days a month in the office.\n\nGenerous personal development budget for courses, conferences, or whatever is useful to your professional development in the role of up to £1500 per year\n\nTop end hardware provided\n\nOpportunity to join our Long Term Incentive Plan\n\nFree lunch in the office\n\n25 days holiday plus bank holidays (with the option to buy an extra 5 each year)\n\nCompany Pension Plan (matching up to 5%)\n\nBupa health care\n\nEnhanced family leave from day 1, including 26 weeks full maternity/adoption pay, OTE-inclusive\n\nBupa Menopause Plan offering specialist consultations and support\n\nLife Insurance & critical illness cover\n\nDiscounted gym membership, as well as a range of health and wellness benefits","description_format":"text","description_chars":6255,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Growth opportunities","Gym membership","Life insurance","Parental leave","Professional development"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Technology","Ticketing","DevOps & Platform Engineering"],"lifecycle":[{"event":"open","at":"2026-09-28T18:34:08Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker","cap_exempt":false,"checked_at":"2026-10-17T06:21:15+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":76,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.844,"p_room":0.9,"age_days":40,"expected_fill_days":70,"reasons":["conf:2","velocity","win:mid"],"computed_at":"2026-10-19T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/gearset-head-of-customer-implementation","json_url":"https://alion.io/job/gearset-head-of-customer-implementation.json","meta":{"generated_at":"2026-10-19T10:39:52Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7501,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1841198},"rest":"https://alion.io/mcp/rest/get_company?id=1841198"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgearset-head-of-customer-implementation"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgearset-head-of-customer-implementation"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgearset-head-of-customer-implementation"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/gearset-head-of-customer-implementation\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgearset-head-of-customer-implementation"}]}