Deployment Success Manager

Who you are

• This role is for people who have repeatedly been handed messy, important operational problems after the "launch" and found a way to make things actually work
• We are especially excited by high-horsepower operators from servicing operations, enterprise implementation, customer success in complex environments, strategy consulting, banking, Chiefs of Staff, product or business operations, and people from other intense regulated-industry environments who have had to solve ambiguous problems under pressure
• The common thread is not pedigree. It is speed of learning, quality of judgment, and willingness to own the outcome after go-live
• You may be a fit if:
• You are restless around operational ambiguity. Metrics are red and nobody agrees why—you start investigating anyway
• You have taught yourself new tools because the work demanded it (SQL, dashboards, AI agents, process documentation systems)
• You are comfortable being both strategic (business reviews, staffing models, expansion) and extremely low-level (shadowing ops, rewriting SOPs) in the same week
• You can communicate clearly with client executives, operators, engineers, and internal partners without changing the substance of your thinking
• You care about durable client outcomes, not just hitting a go-live date

What the job involves

• Deployment Success Managers own our clients' post-go-live operational success on ValonOS: part operator, part client strategist, part data investigator, and part executive translator
• You develop a deep understanding of each client's business and operating model, how ValonOS is configured for them, and what "doing the job correctly" looks like in practice
• Then you co-develop solutions with clients to close gaps—in process, training, configuration, or product—and stay accountable until the client's operators are running sustainably and the business outcome is measurable
• This is not a customer support role and it is not passive account management
• After Deployment Strategy hands off at go-live, you own the ongoing partnership: monitoring operational health, diagnosing root causes when work breaks down, rebuilding processes around ValonOS capabilities, and identifying opportunities for growth, efficiency, and commercial expansion
• The job is not to escalate and wait
• The job is to figure out what is true, make the right call under ambiguity, and drive the work until the client's operation works in the real world
• A client going live on ValonOS is not the finish line—it is when the real work begins. You inherit a complex servicing operation that must correctly and compliantly process loans every day, under regulatory scrutiny, with executives watching KPIs and operators still learning new workflows
• Builds and monitors operational health dashboards (in partnership with analytics) from go-live onward, using data to identify where clients are struggling to complete work correctly, timely, or efficiently
• Investigates root causes through data and direct shadowing—training gaps, visibility issues, process debt, product gaps—and drives resolution instead of documenting problems
• Facilitates client development of new SOPs and operating processes that fully leverage ValonOS; patches understanding gaps with Implementation and escalates product holes to R&D through ProdOps
• Operates as a proactive safe-hands backstop when needed so client operations do not fail while permanent fixes are built. Clients ultimately own their outcomes; your job is to minimize thrash and drive durable success
• Owns the ongoing business-unit-level client relationship: regular business updates, executive business reviews, and escalated concerns
• Develops and maintains staffing models grounded in ValonOS data and each client's operating model—identifying over- or under-staffing and partnering with commercial leads on right-sizing
• Drives adoption of new products and surfaces upsell opportunities—loan/FTE growth, AI products, and expanded ValonOS usage—working closely with Product teams on rollout playbooks
• Serves as the two-way conduit between clients and R&D: performing discovery, surfacing gaps and feedback, and ensuring successful adoption of shipped features
• What success looks like
• You are succeeding here if client leaders trust you with their operation and senior Valon leaders feel the client’s business is in safe hands
• That means:
• Client operators can correctly and compliantly service on ValonOS—measured by business-unit-specific KPIs
• You can walk into a domain you do not understand, build a working model quickly, find the data and people who matter, and drive an operational outcome—not just a recommendation
• Your deep understanding of the client deployment shifts client behavior and informs company-level reviews
• You identify and advance revenue opportunities—stabilized loan/FTE growth and longer-term upsell—without losing sight of operational fundamentals
• You move fast without becoming sloppy. You are energized by incomplete context, not paralyzed by it
• You can hold a room of senior client leaders and still go low-level enough to shadow an operator, debug a workflow, or query the warehouse
• If you manage people, your pod gets sharper: clearer decisions, faster learning loops, stronger client trust, and better ICs

Benefits

• Compensation: You’ll receive a highly competitive compensation package with room to grow.
• Time Away: We offer a generous PTO program, sick time, and company holidays.
• Flexible Work: Remote, hybrid, or in-office. We’ve got it all and aim for you to work where it works. Where possible, we offer geographic flexibility.
• Health Benefits: Health, dental, and vision insurance are all company-sponsored to keep you healthy and strong.
• Parental Leave: Birthing and non-birthing parents receive 12 weeks of fully paid time to welcome a new child.