Customer Success & Delivery Lead at Kiwi Data

About Kiwi Data

Kiwi Data is an enterprise software company on a mission to make dumb documents smart for the world’s largest companies. Our platform understands complex business documents (contracts, orders, POs) and helps CIOs, Procurement, and Sales teams manage contracts without waiting on legal. Since 2021, we’ve served clients from mid-sized enterprises to the Fortune 20. We’re a small but mighty team, proud to be hardworking, and fun in the otherwise boring enterprise back-office space. As we scale, we’re looking for a client-facing leader who can own the client journey end to end — from discovery to launch and beyond.

Description:

A someone with a proven track record in client onboarding, delivery, and support. You’ll partner with client C-level and technical stakeholders, translate client needs into product requirements, and ensure the team delivers on time and above expectations. You’ll help build Kiwi’s long-term client delivery and support model, ideally growing a team around you. We want someone who embraces ownership, can roll with the punches of a startup, and takes pride in creating and leading processes that overdeliver for our clients.
Responsibilities: 
  • Create, execute, and manage full client delivery lifecycle from kickoff to go-live
  • Document requirements, create scoping docs, and project plans.
  • Align with internal teams to meet client commitments.
  • Maintain client-facing resources like onboarding guides and dashboards.
  • Lead regular project reviews and re-align goals with clients.
  • Identify upsell or cross-sell opportunities based on client needs.
  • Track adoption, engagement, and satisfaction metrics.
  • Serve as escalation point for critical client issues.
  • Continuously refine processes, SLAs, and success playbooks.
  • Bridge client needs with the product roadmap.
Day in the Life:
•	Lead client kickoffs: gather requirements, define scope, coordinate planning.
•	Be the main contact during onboarding and delivery hand-offs.
•	Run check‑ins, updates, and business reviews with clients.
•	Translate client and compliance needs into actionable requirements.
•	Track deliverables and clear roadblocks across teams.
•	Monitor client health metrics and flag risks or opportunities.
•	Handle escalations and coordinate cross-functional solutions.
•	Build playbooks, templates, and best practices for client success.
•	Provide client feedback to product and engineering teams.

Qualifications:
•	4+ years in customer success, client delivery, or professional services, ideally in SaaS or enterprise software.
•	2+ years managing enterprise-level clients with complex org structures.
•	Proven success leading onboarding, ongoing support, and renewals/expansions.
•	Experience translating business requirements into product/technical requirements.
•	Comfortable engaging with senior executives (VPs, Directors, C-level).
•	Experience coordinating across engineering, product, and business teams.
•	History of managing escalations, resolving issues, and recovering accounts.
•	Strong communication, presentation, and stakeholder management skills.
•	Organized, data-driven, and able to juggle multiple clients/projects.
•	Skilled in negotiation, conflict resolution, and building structure in scaling contexts.
•	(Plus) Background in legal, contracts, or procurement domains.

To apply please email contact@kiwidata.com:

1. Your updated resume / CV.
2. A cover letter introducing yourself and highlighting any relevant work experience you have.

Important Note:

Please do not use AI tools to write your email. We value genuine communication and will discard submissions that appear automated.