kernel - Head of Client Delivery
Requirements
• You've spent meaningful time in a startup environment and it suits you - you're not looking for it to slow down • 10+ years in client-facing roles: customer success, implementation, solutions engineering, or technical account management • 3+ years managing a team, with real examples of developing people and holding performance standards • Experience in a fast-moving startup - you're comfortable with ambiguity and a changing brief • Proven track record of owning complex, multi-stakeholder enterprise implementations end-to-end • Technically literate: comfortable with APIs, JSON, data concepts, and basic troubleshooting, even if you're not writing code • Enterprise CRM exposure (Salesforce, HubSpot) - you understand how your clients' revenue stacks work • ⚠️ This role may not be for you if you: • Prefer to have processes and playbooks handed to you rather than building them • Are looking for a role that's primarily strategic - this one stays hands-on • Are looking for a purely internal, non-customer-facing role • ❌ This role is definitely not for you if you: • Prefer remote work or predictable hours - this role is 4+ days/week in the London office, and US clients mean some evening calls come with the territory • Don't enjoy intense, fast-paced environments or ambiguity • Want to manage a team without staying close to clients yourself
Responsibilities
• 🤝 Client leadership • Own the client relationship at a senior level across a portfolio of enterprise accounts • Keep implementations moving at pace - time-to-value should be fast • Drive the client relationship forward through regular cadence - present, proactive, and trusted at every stage • Act as the escalation point for complex delivery challenges - you're comfortable pushing back • Partner with Sales on expansions, renewals, and new account onboarding • US-based clients are a significant part of the portfolio, so evening availability is expected • 🚀 Team management • Lead and develop a team of Solutions Engineers and Implementation specialists • Run 1:1s, build growth plans, give clear feedback - the team needs a leader who genuinely invests in them • Manage performance with rigour, including having difficult conversations when needed • Build a culture of accountability and craft • 💡 ”The other 10%” • Partner with finance, ops, product on cross-functional projects and process improvements • Help define how the delivery function scales as we grow from 50 to 100+ enterprise customers • And everything else: The role will evolve as Kernel does - you'll take on things that don't exist yet, and leave your mark on how this function is built
Benefits
• We will do our best to offer you a ride of a lifetime. It will not be easy, but it will be thrilling. • 🗓️ 24 days holiday per year + bank holidays • 🥕 £450 Monthly Office Dinner Allowance • ✈️ 2 weeks work-from-anywhere • 🍼 Generous parental leave policy • 💼 Pension plan • 💻 Top-spec equipment and central London office • 🎉 Team events and dinners • 🚀 Work directly with the founders to scale the systems that power enterprise AI • 🏆 High-autonomy, high-trust environment with a small team shipping at pace
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT