Job Description

Job Description

InRhythm is a leading modern product consultancy and digital innovation firm with a mission to make a dent in the digital economy. We bring enterprises’ most urgent, important products to market with high velocity, high quality, and meaningful impact. From AI-driven innovation to tier-one transformations, our clients trust us to deliver mission-critical platforms that change how people live, work, and engage with technology.

Our clients include a broad range of highly visible and recognizable companies, including but not limited to:

• Goldman Sachs
• Fidelity
• Morgan Stanley
• United Healthcare

InRhythm’s core differentiators which includes Thought Leadership, Propel (Learning & Development), HVPD Methodology, Playbook, and Spark Pulse, define how we deliver transformative value to our clients. As we scale rapidly, we are seeking a Head of Delivery & Customer Success to architect and lead a high-performance delivery organization that operationalizes these differentiators at scale.

This role will unify delivery and customer success into an integrated engine that drives measurable outcomes, strong margin performance, and exceptional client lifetime value. Reporting to the executive leadership team, this leader will manage Delivery Ops & Finance, TPM, and Engagement Management, ensuring that every engagement reflects the full power of InRhythm’s delivery excellence.

Role Summary

The Head of Delivery & Customer Success is a senior leadership role responsible for scaling the full client engagement lifecycle from delivery execution to customer success and expansion.

This leader will build and operationalize a high-performance delivery and customer success organization, ensuring predictable, profitable, and differentiated client outcomes by embedding InRhythm’s proprietary delivery frameworks and learning culture at the core of every engagement.

They will oversee three critical functions:

• Delivery Operations
• Technical Program Management (TPM) which are custodians of thought leadership, Propel L&D, HVPD methodology, Playbook, and Spark Pulse
• Engagement / Customer Success Managers

This role demands the ability to scale quickly, align multiple functions around a unified delivery strategy, and drive excellence through structure, accountability, and leadership.

Key Responsibilities

Scale Delivery & Customer Success with Differentiation

• Architect and scale a repeatable, high-impact delivery model that integrates InRhythm’s differentiators which include thought leadership, Propel learning & development, HVPD methodology, Playbook, and Spark Pulse.
• Ensure every client engagement is executed with discipline, consistency, and measurable impact.
• Create a flywheel of delivery excellence where customer success, operational rigor, and learning culture reinforce each other.

Customer Success as a Growth Engine

• Build and lead a customer success organization focused on retention, expansion, and value realization.
• Partner with Sales and Practices to translate delivery outcomes into upsell and cross-sell opportunities.
• Define and monitor customer health and engagement KPIs, intervening early to mitigate risk and drive long-term growth.

TPM-Led Differentiation & Execution

Directly manage the TPM team and ensure the execution backbone of InRhythm’s proprietary differentiators:

• Thought Leadership: Ensure engagements embed best-in-class engineering practices and market-leading insights.
• Propel (Learning & Development): Drive continuous upskilling of client and internal teams.
• HVPD Methodology: Enforce disciplined, measurable, and scalable engineering execution.
• Playbook: Operationalize delivery frameworks across all engagements for consistency and predictability.
• Spark Pulse: Leverage internal feedback loops and data to continuously improve delivery quality and client satisfaction.

Partner with TPMs to ensure delivery teams execute work and elevate the client experience.

Operational Excellence

• Oversee Delivery Ops to ensure healthy margins, meet margin KPIs, and utilization goals are consistently achieved.
• Build and scale operational cadences (L10s, QBRs, dashboards) that provide real-time visibility into delivery health.
• Collaborate cross-functionally with Talent Acquisition, Practices and People Operations to align delivery capacity with pipeline and growth targets.

Leadership & Strategic Enablement

• Build and lead a high-performing, scalable team with clear ownership across delivery, TPM, and customer success functions.
• Serve as a strategic voice in company planning, translating vision into operational and customer-facing execution.
• Champion a culture of speed, accountability, excellence, and learning.

Qualifications

• 15+ years of experience in delivery leadership, professional services, or customer success in a high-growth consulting or services environment.
• 7+ years in delivery leadership roles within IT consulting.
• Proven track record of building scalable delivery engines with measurable impact on revenue and retention.
• Strong financial and operational acumen: able to manage margin, utilization, and forecasting at scale.
• Direct experience managing enterprise delivery operations, including resource management, TPM, and engagement leadership.
• Demonstrated ability to embed thought leadership, learning & development, and standardized delivery playbooks into active engagements.
• Exceptional leadership and change management skills; comfortable with rapid scale and ambiguity.
• Strong operational mindset with proven margin, utilization, and forecasting accountability.
• Track record of mentoring delivery leaders and enforcing delivery discipline.
• High emotional intelligence and executive presence.

What Success Looks Like in 12 Months

• InRhythm’s differentiators are consistently embedded in every client engagement, creating a signature experience and measurable value.
• The delivery and customer success organization operates with speed, clarity, and discipline, enabling revenue growth and retention.
• TPMs act as force multipliers delivery customer success excellence while driving thought leadership, learning, and HPVD excellence.
• Delivery metrics are predictable, margins are healthy, and customer health scores are strong.
• The delivery engine is scalable, repeatable, and measurable, supporting aggressive growth targets.

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