About Hupo
Hupo is an AI-powered revenue enablement platform helping enterprise organisations transform sales performance through AI role plays, coaching, knowledge management, and real-time guidance. We partner with some of the world's largest financial institutions to deliver AI solutions at enterprise scale.
Role at a Glance
Title: Delivery Lead
Team: Customer Success & Account Management
Employment Type: Full-time
Location: Singapore/Hong Kong
Why This Role Matters
As Hupo continues to grow its enterprise customer base globally, we're scaling our Delivery function to ensure every implementation is delivered successfully, efficiently, and consistently.
You'll lead the teams responsible for onboarding, implementation, and post-go-live technical delivery—building the processes, standards, and operational excellence that enable enterprise customers to realise value quickly while supporting Hupo's long-term growth.
What You'll Do
- Build, lead, and develop Hupo's Delivery organisation, comprising Forward Deployed Engineers (FDEs), Technical Account Managers (TAMs), and Customer Support, while establishing delivery standards, governance, and best practices.
- Own the successful delivery of enterprise implementations from project kickoff through production go-live, ensuring projects are delivered on time, within scope, and to a consistently high standard.
- Develop scalable delivery operations, including implementation playbooks, governance frameworks, documentation, operational KPIs, and continuous improvements that reduce onboarding time and improve delivery quality.
- Partner closely with Customer Success, Product, and Engineering to prioritise customer requirements, align implementation priorities, manage delivery risks, and ensure successful customer outcomes.
- Oversee customer adoption, technical support, executive stakeholder management, resource planning, and operational reporting across Hupo's enterprise customer base.
What Success Looks Like
Within your first few months, you'll:
- Establish delivery standards, implementation methodologies, governance processes, and operational KPIs that scale with the business.
- Successfully lead enterprise customer implementations from onboarding through production go-live with predictable, high-quality delivery.
- Build strong cross-functional partnerships across Customer Success, Product, and Engineering while developing a high-performing Delivery organisation.
You'll also be expected to continuously:
- Improve onboarding speed, delivery quality, customer satisfaction, implementation predictability, and support operations.
- Develop team capability through coaching, mentoring, hiring, and performance management.
- Forecast delivery capacity and allocate resources across strategic customer projects.
- Adapt and expand impact as priorities shift.
- Take ownership of new problems as they emerge.
What We're Looking For
Must-Haves
- 8+ years leading enterprise software delivery, Professional Services, Technical Account Management, or Customer Success teams, including 5+ years managing high-performing technical teams.
- Proven experience delivering complex enterprise SaaS implementations for large global customers, with strong programme and project management across multiple concurrent implementations.
- Experience building scalable delivery processes and organisations, leading cross-functional delivery across Product, Engineering, and Customer Success, and managing executive-level customer stakeholders.
Nice-to-Haves
- Experience working with enterprise SaaS or AI platforms.
- Experience within financial services, insurance, or banking.
- Familiarity with APIs, cloud infrastructure, enterprise integrations, security, geographically distributed teams, or multi-market enterprise deployments.
