Head of Customer Success & Delivery

PART 1 — LINKEDIN JOB POST (FINAL COPY)

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

Requirements

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

Exposure to GST/VAT or indirect tax, travel/TMC/airline data, or experience building a customer-intelligence function from the ground up will be considered strong advantages.