TopQuadrant

Role Description We are seeking a highly experienced Head of Delivery to oversee the entire post-sale customer lifecycle, from initial onboarding through sustained, long-term expansion. This pivotal role is a leadership position, operating at the critical intersection of Professional Services, Customer Success, and Customer Support. The core mission is to ensure enterprise clients not only successfully go live but also achieve lasting, measurable value from our platform. The successful candidate will serve as the operational backbone of our customer organization, responsible for instilling structure, accountability, and providing executive-level engagement for our most strategic accounts. This position is perfect for a self-starter who has excelled in high-growth B2B SaaS environments, is enthusiastic about building and refining processes from the ground up, and possesses the confidence to navigate complex enterprise relationships. What you'll do - Lead end-to-end implementation engagements for enterprise clients, from scoping and kickoff through go-live and handoff. - Build and maintain scalable onboarding methodologies, playbooks, and project templates that reduce time-to-value across all client tiers. - Manage a portfolio of concurrent implementation projects, ensuring on-time delivery, scope adherence, and high client satisfaction. - Serve as executive sponsor and primary point of escalation during complex or at-risk deployments. - Partner with Sales during pre-sales to scope professional services engagements, contribute to SOWs, and set accurate delivery expectations. - Develop the PS practice: define pricing models, resource plans, and delivery standards as the company scales. - Own net revenue retention (NRR) and gross retention across the customer base, identifying risk early and driving proactive intervention. - Build and execute tailored success plans for strategic enterprise accounts, aligning platform adoption milestones to client business outcomes. - Oversee the customer support function, setting SLA standards, escalation paths, and quality benchmarks. - Identify recurring support themes and drive systemic fixes — through product improvements, documentation, or training — to reduce ticket volume over time. - Build a tiered support model appropriate for a scaling startup, balancing cost efficiency with enterprise-grade responsiveness. Your Superpowers - Builder & Scaler: You've built functions from scratch and your instinct is to systematize. Playbooks, automations, repeatable processes — if you're doing something twice, you're already designing the system to make it scale. - AI-First Operator: You're constantly asking how AI can make delivery faster, account management more proactive, and customer experience exceptional. - Customer Heartbeat: You know what your customers care about before they tell you. You combine data (dashboards, health scores, usage signals) with real executive relationships to stay ahead — not reactive, anticipatory. - Systems Thinker: You see across PS, CS, Support, Product, and Sales as one connected machine. You spot inefficiencies, close loops, and design processes where nothing falls through the cracks. Working at TopQuadrant best exemplified by our values - Possibility (aka the “Why Not” mentality): We embrace new ideas and ways of thinking because we never let an opportunity to “level up” pass us by. - Humility (aka “Gate check your baggage”): Best ideas win. We check our assumptions and our egos at the door. Titles, the “the way things were,” or “should have been” just don’t matter. - Ownership (aka “Finish Lines Matter”): Finish lines matter. We expect ourselves and each other to step up and own processes and outcomes to completion. - Partnership / Advocacy: Our partners value us because we provide them with superpowers they’ve never had. - Teamwork: Be the person you’d want to work with. Build each other up. Why Join Us - Salary – Our philosophy is to pay competitively, as we want our team focusing on ways to help TopQuadrant win, while feeling comfortable with their compensation. - Annual Bonus - When the company does well, we all should share, not just in long term value, but today. - Equity – You’re joining a growth technology company, and as a team member your ability to make a positive impact is important. We want to provide an opportunity for employees to share in the financial success of the organization. We’ve gathered market data to help us arrive at a generous equity plan. - Benefits - We offer a competitive benefits package including Medical, Dental, Vision, Short and Long Term Disability, Company Paid Life Insurance, Paid Time-Off, and a 401K plan. We also offer parental leave. - Vacation and Holidays - You will be eligible to participate in an Open PTO policy, we recommend you take at least 15 days per year, in addition to 14 observed company holidays.

• Own marketing-sourced pipeline and meeting targets, and support overall GTM team goals • Plan and execute multi-channel campaigns (events, webinars, SEO, SEM, paid syndication, email, social, content, ABM) that drive qualified meetings • Forecast projected outcomes from marketing activities and report on actuals, with clear recommendations based on performance • Own funnel performance from lead to meeting to pipeline • Drive website traffic and conversion optimization through SEO, SEM, and SAIO to increase inbound demand • Plan and execute virtual and in-person events, including webinars and field events • Manage vendor relationships across design, development, and SEO/SAIO/SEM • Translate core messaging into impactful content across channels and campaigns • Partner with the executive team to support data insights for internal and external communications • Work hand-in-hand with marketing and revenue operations to optimize lead flow, report attribution, and improve the customer buying journey

• Lead and mentor engineering teams to deliver high-quality features, improvements, and releases • Partner with Product on planning, prioritization, roadmap execution, and SDLC health • Maintain and improve release predictability, quality and developer experience • Collaborate with Tech Leads on architectural decisions and strategic technical initiatives • Ensure effective communication and coordination across engineering, product, QA, infrastructure and security • Partner with Infrastructure/Security leads to support SOC 2 controls, incident response and security posture • Support staffing planning, hiring, onboarding, and vendor/staff augmentation relationships • Champion engineering best practices, coding standards, testing, and CI/CD improvements • Foster an engaged, inclusive and continuous-improvement culture within Engineering

• Own the complete product experience end-to-end • Build and evolve the product roadmap • Uncover customer needs through engagement • Drive customer success by translating possibilities into value • Define product specs and collaborate with engineering • Partner with Support and Sales teams • Work with marketing to create customer-driven content

• Design and implement security solutions for Java-based applications • Secure applications, microservices, APIs, and databases against vulnerabilities • Perform static (SAST) and dynamic (DAST) security testing • Perform quarterly Vulnerability Scans and annual Penetration Test • Manage application dependencies and vulnerabilities within established SLAs • Implement and support authentication (OAuth, SAML), authorization (RBAC), and encryption • Integrate security into the CI/CD pipeline to automate security testing and compliance checks • Monitor, analyze, and respond to security incidents and security questionnaires • Manage Drata for security monitoring, compliance automation, and audit readiness • Ensure compliance with data protection regulations (GDPR, CCPA, HIPAA) and security frameworks (ISO 27001, NIST, SOC 2) • Collaborate with development teams to enforce secure coding best practices via code reviews • Work with Spring Security to enforce access controls and secure distributed applications • Maintain and publish TopQuadrant’s Authorized Software List • Stay updated on the latest security vulnerabilities affecting Java and Spring ecosystems