Head of Customer Success & Delivery
Finkraft
About Finkraft
Finkraft.ai is the invoice-first control layer for global corporate travel, operating at the intersection of travel, fintech, and tax compliance (GST/VAT). We process invoice data at scale for over 100 Fortune-500 clients, enabling reconciliation, compliance, payments, and financial optimisation. As we scale from approximately $2M ARR toward $10M+ and expand into the GCC, we are strengthening our leadership team with a critical post-sales hire.
About The Role
This leader will own Finkraft's post-sales engine end-to-end: customer intelligence, delivery operations, client health, and the AI-first analytical motion that converts invoice data into compliance outcomes, savings, and expansion signals. The role carries responsibility for a team of Business Analysts, Data Analysts, and delivery operations professionals, and assumes ownership of the QBR, RCA, and BRD cadence that currently sits with the founder.
Key Responsibilities
- AI-first QBR, RCA, and BRD motion for Finkraft's top-25 enterprise accounts
- Client-health dashboards covering leading indicators, churn risk, and expansion signals
- Escalation control, including cycle time, root-cause analysis, and prevention loops
- Qualified upsell signal generation, routed to Account Management
- BA / DA team quality, hiring standards, and review discipline
- Delivery operations SLAs, capacity planning, and tooling
Candidate profile
- 8–14 years in customer intelligence, delivery operations, or analytics leadership within B2B SaaS, fintech, or enterprise travel
- Direct, hands-on experience running QBRs and RCAs for enterprise accounts
- Demonstrated use of AI tools (LLMs, copilots) in analytical workflows
- A track record of raising the performance bar on analyst teams
- Operating fluency in SQL, dashboards, and BRD writing
- Founder-level ownership and clarity, with minimal follow-up overhead