Head Of Implementation & Customer Success

Head Of Implementation & Customer Success

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.

What You'll Do

• 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.

About You

• 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.

Your Traits

• 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.

Essential Qualifications:

• 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.

Nice to Have:

• Familiarity with CRM ecosystems (Salesforce, HubSpot, etc.), APIs, and data workflows.
• Experience with workflow automation tools such as N8N is highly desirable. Knowledge of web technologies (e.g., REST APIs, JavaScript, HTML, CSS) is a strong plus.

Important To Know:

• Hours - This will be an exciting but intense job. Kernel is growing extremely fast and hours can often be long.
• Working location - Minimum 4 days a week in the London office (most people do 5).

What We Offer:

• Working directly with the founding team and managers
• Dinner: Free when working past 6 pm
• Holidays: 24 days plus bank holidays
• Salary: £100,000 - £120,000 depending on experience
• Equity: Option grant on employee-friendly terms
• Flexibility: Ability to work abroad for 2-weeks a year + flexibility during the working week for appointments (or anything else)