Director of Delivery

Director Of Delivery

Profitmind is a retail analytics SaaS company that turns competitive and customer data into agent-driven insights, helping retailers make faster, sharper merchandising and pricing decisions. Based in Pittsburgh and backed by a recent strategic investment from Accenture, we are scaling our agentic AI platform for some of the world's largest retailers.

The Role

As Director of Delivery, you own the entire client journey after the deal is signed — from the first onboarding call through go-live, ongoing success, and renewal. You're the person who makes sure clients get real, measurable value from our platform, and the bridge between what clients need and what our Product and Engineering teams build. This is a hands-on, build-it-from-scratch role: today you'll do the work yourself and stand up the processes, frameworks, and documentation that a growing Delivery team will run on tomorrow.

You'll thrive here if you like ambiguity, take ownership without being asked, and believe a great client experience and a disciplined internal process are two sides of the same coin.

What You'll Do

Client Onboarding & Implementation

• Own the end-to-end onboarding process for all clients, from kickoff through go-live
• Lead scoping calls to capture client requirements: product hierarchy, key metrics, calculation logic, business rules, and integration needs
• Coordinate with Product, Engineering, and data teams to ensure client environments are configured and model builds are completed on schedule
• Create and maintain client-specific documentation: configuration specs, training materials, and process guides
• Define and enforce go-live readiness criteria: clients do not go live until outputs have been validated internally
• Manage the hypercare period post go-live; ensure clients are stable and supported before transitioning to steady-state CS
• Partner with Delivery, Engineering, and Product teams to continuously improve onboarding processes

Customer Success & Retention

• Own ongoing customer health across accounts; proactively identify and address risk before it becomes churn
• Lead regular business reviews (QBRs) with clients; track adoption metrics and ensure customers are realizing measurable value
• Manage renewals, upsell, and expansion conversations in partnership with Sales
• Act as the primary escalation point for client issues — own resolution end to end and communicate clearly throughout
• Maintain a structured cadence of touchpoints: office hours, ad hoc training, and team rollouts as clients expand platform usage

Agent QC & Output Validation

• Own the quality control process for AI/ML model outputs before and after go-live
• Partner with Product and Engineering during model build iterations: identify where outputs make business sense and where they do not
• Develop and document QC frameworks so validation is consistent and repeatable across clients and agents
• Coordinate the rollout of new AI agents to existing clients, ensuring readiness, training, and adoption are managed end to end

Voice of Customer → Product

• Systematically capture and synthesize client feedback: pain points, feature requests, friction in the platform, and unmet needs
• Deliver structured input to Product with business context, client impact scoring, and use case detail
• Serve as the primary liaison between clients and the Product/Engineering teams, translating client needs into actionable product requirements

Metrics You'll Own

Success in this role is measured by:

• Net revenue retention (NRR) and gross retention (churn) across your accounts
• Time-to-value — how quickly a new client goes from kickoff to realizing value
• Onboarding cycle time and on-time go-live rate
• Adoption metrics — active usage, feature uptake, and platform expansion within accounts
• Output quality — QC pass rates and reduction in post-go-live output issues
• Client satisfaction (CSAT/NPS) and health-score trends
• Renewal and expansion outcomes, in partnership with Sales

Your First 90 Days

Days 1–30 — Learn the landscape. Get deep on the product, the models, and how outputs are generated. Sit in on active onboardings and client calls. Meet your counterparts in Product, Engineering, data, and Sales. Review every existing client's health, history, and open issues.

Days 31–60 — Take the wheel. Own at least one client onboarding end to end. Run your first QBRs.

Document the current onboarding and QC processes as they actually work today, and flag the biggest gaps and risks.

Days 61–90 — Build and improve. Stand up a repeatable QC framework and go-live readiness checklist. Put a structured client-feedback loop in place with Product. Come to your manager with a prioritized plan for what to fix, build, and eventually hire for.

Skills & Experience

• Retail experience is a must — ideally in retail analytics, merchandising, pricing, or forecasting
• Experience leading software implementation or onboarding for B2B SaaS or enterprise technology products
• Able to manage multiple concurrent client onboardings without losing quality or timeline discipline
• Comfortable working directly with technical teams (Engineering, data) to coordinate configuration and delivery
• Experience running QBRs, building account plans, and identifying growth opportunities within existing accounts
• Able to hold difficult conversations with clients — direct, empathetic, and focused on resolution
• Strong documentation instincts: leaves processes better than they were found
• Effective working relationship with Product and Engineering; understands technical constraints and communicates client needs in a way both teams can act on
• Comfortable serving as the internal advocate for clients without losing sight of what is feasible to deliver
• Understands what it means to deliver a model-based or AI-powered product — e.g., iterative outputs, data dependencies, and the importance of output validation before client exposure
• Experience managing client expectations in environments where results require tuning and refinement

Nice to Have

• Consulting experience
• Familiarity with Jira or similar project tracking tools
• Familiarity with CRM or Customer Success tools (e.g., Salesforce, HubSpot, Gainsight)

Location & Reporting

Hybrid - Pittsburgh, PA. Reporting line: VP of Product & Customer Value

Profitmind is an equal opportunity employer. We welcome applicants of all backgrounds.