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Flow is a systems engineering platform for hardware teams, backed by Sequoia, enabling companies like Rivian to manage requirements, interfaces, tests, and design decisions in a unified system.
As a Deployment Strategist (Customer Success Manager), you will own end-to-end deployments for a portfolio of accounts, transforming signed deals into sustained, organization-wide usage. Flow is a system of record—adoption requires deep organizational change, not just software implementation. You'll sit at the intersection of sales, engineering, and customer success, responsible for migrating requirements from legacy tools, configuring Flow to match each customer's program structure, redesigning workflows with systems engineers, training teams, and driving the change management needed to convert skeptics into daily users.
Key responsibilities include:
- Running deployments end-to-end: kickoff, migration, configuration, workflow redesign, training, and adoption tracking
- Driving organizational change within customer engineering teams: identifying champions, removing blockers, and ensuring adoption persists after you leave
- Defining success metrics for each deployment, instrumenting adoption, diagnosing stalls, and executing get-well plans before renewal risk emerges
- Designing each customer's Flow setup around their specific programs and directing integration work with deployment engineers
- Serving as the product team's field intelligence: your observations shape the product roadmap
- Partnering with sales reps and account executives on the commercial side and expansion opportunities
- Building the deployment methodology: creating playbooks, implementation guides, and training materials for future team members
You'll work with incredible hardware companies reinventing their engineering processes. Because this function is being built now, the playbooks and processes you develop will become the foundation for future hires.
REQUIREMENTS:
- Consultative mindset: diagnose before prescribing; build trust quickly, including with skeptics
- Proven track record making organizational change stick; ability to articulate how you achieved it
- Comfort in rooms with systems and hardware engineers; ability to translate between technical and executive audiences
- Experience running long, multi-team rollouts as a program: planning, milestones, stakeholder management, clear written status, no dropped threads
- Working-level technical comfort: data migration, configuration, APIs
- Desire for early-stage experience: ambiguity, ownership, in-person presence in SF (note: role is London-based; clarification may be needed)
- Hard requirement: real customer-facing work experience. You must have owned relationships with customers, clients, or external partners professionally in pre-sales, post-sales, deployment, consulting, or customer-facing engineering roles.
