The RoleWe've hit strong product market fit and are now scaling how we onboard clients across more complex implementations as our software and client-base expands. We're hiring a
Director of Implementation & Onboarding to help redefine this critical function.
You'll run implementation end to end, ensuring clients get up and running quickly in a way that fits their unique operational needs. This role is a balance of building repeatable processes and playbooks, while leading a team to deliver thoughtful, consultative, and technical implementations that adapt to how each client operates and drive real outcomes.
You'll lead a team of Implementation Managers who come from both the mechanical engineering and tech backgrounds, layering in the right level of SaaS rigor and structure without losing flexibility. You'll work closely with Client Success, Product, Sales, and Engineering to remove friction and scale onboarding as we grow.
What You'll Do- Own and scale the end to end implementation and onboarding function
- Build repeatable workflows, playbooks, trainings, and systems while supporting highly custom client implementations: White glove enterprise + SMB onboardings at scale
- Define and operationalize onboarding across areas like organizational setup, workflow design, product configuration, and user training
- Lead and grow a rapidly expanding team of onsite and remote Implementation Managers across various construction verticals
- Coach domain experts and translate their knowledge into scalable processes
- Partner with Sales and CS on handoffs and implementation scoping
- Work closely with Product and Engineering to identify friction points and influence the roadmap
- Drive time to value, product adoption / usage, implementation efficiency, and consistency across all accounts
- Establish key metrics, forecasting, and operational visibility across implementations
- Deliver scalable training and enablement across virtual and onsite environments
- Act as an escalation point for complex or high priority client implementations
- Travel onsite once per month to support and elevate client onboarding and implementation
A typical week might include:- Designing and rolling out a new onboarding playbook for enterprise clients
- Reviewing implementation pipelines and identifying bottlenecks
- Partnering with Product on recurring implementation blockers
- Coaching team members on managing complex client rollouts with new API and custom workflow requirements
- Jumping into a high stakes client onboarding to ensure a successful kickoff
What Success Looks Like- 2 Weeks - Ramp on the product and current implementations, and go onsite with Implementation Managers to see client environments and onboarding firsthand
- 30 Days - Identify key gaps and begin documenting and implementing core process changes; get hands on in active implementations to drive immediate impact
- 60 Days - Stand up high caliber, scalable implementation processes; drive consistency across onboarding, begin hiring to support growth, and establish a strong operational foundation for the team while conducting virtual and live implementations.
Who You Are- You've scaled or led an implementation or onboarding team in a complex vertical SaaS environment
- You have experience managing complex, multi stakeholder deployments, ideally involving configurable products and / or custom workflows
- You've implemented products that require deep configuration and adaptation to existing client processes, not just plug and play onboarding including technical API integrations
- You've built repeatable scalable processes for SMB and self-serve segments
- You're highly operational and know how to build systems, not just manage projects
- You have experience leading specialized or domain expert teams, and know how to balance structure with autonomy with a player/coach attitude
- You're comfortable working cross functionally with Product, Engineering, Sales, and Client Success
- You can translate between technical product teams and industry practitioners
- You balance speed and quality in a fast paced, high growth environment
- You're hands on and willing to dive into the details when needed
- You're structured, metrics driven, and focused on continuous improvement
Bonus points if you have:- Experience in construction tech, industrial, or legacy industries
- Experience building implementation functions from startup / early stage through scale
Compensation & Benefits- Salary: Based on experience
- Equity: Meaningful equity grant depending on experience
- Benefits: Medical, dental, and vision coverage
- Perks: Free lunches and dinners
This is a
full-time, onsite role based in NYC's Flatiron District, steps from Madison Square Park and Union Square. You'll work side-by-side with a high-performing team, solving real problems in real time, and shaping the future of an industry untouched by AI.
