Job Description

The Director of Onboarding & Professional Services leads the customer journey from contract signature to go-live, ensuring every implementation delivers on the promise of the sale. This leader oversees implementation teams, drives on-time and on-budget project delivery, and creates raving fans through exceptional customer experiences. Partnering closely with Sales, Customer Success, Product, Support, and Engineering, they will build and scale a high-performing Professional Services organization while maintaining a relentless customer-first mindset.

What you'll do

• Lead and develop Onboarding and Professional Services managers, consultants, and implementation specialists. Great teams don't happen by accident.
• Own the numbers that matter: implementation delivery, utilization, customer satisfaction, and time-to-value.
• Build the machine, not just run it. Establish scalable methodologies, playbooks, and project governance.
• Put AI and automation to work so your team spends time on customers, not busywork.
• Partner with Customer Success so the handoff after go-live feels seamless, never like a dropped baton.
• Bring customer feedback to Product and Engineering with the weight it deserves, and get implementation improvements prioritized.
• Forecast services capacity and staffing before it becomes a fire drill.
• Manage services revenue, utilization, project profitability, and resource planning like the P&L owner you are.
• Develop KPIs and executive reporting that tell the real story of implementation health and customer outcomes.
• Set the tone: high-performance, customer-first, no exceptions.

Qualifications

• 8+ years leading Professional Services, Implementation, Onboarding, or Customer Success teams in B2B SaaS.
• Experience managing leaders and multi-disciplinary implementation teams.
• ERP, manufacturing, construction, CAD/CAM, or enterprise software experience preferred.
• Strong operational leadership, project management, and financial acumen.
• Proven success scaling implementation organizations.
• Experience with CRM, PSA, project management, and customer success platforms.

Additional Information

Accessibility & Work Environment

INNERGY is committed to providing an inclusive and accessible work environment. We support reasonable workplace adjustments for individuals with disability in accordance with applicable Australian laws. If you require adjustments during the recruitment process or in your role, please let us know.

This role is primarily computer-based and may involve extended screen time and regular communication through digital channels. Work may be performed in a remote or office-based environment, depending on role and location. INNERGY is committed to supporting employee wellbeing, flexibility, and a safe working environment across all regions.

Accessibility & Work Environment

INNERGY is committed to fostering an inclusive and accessible workplace. We support reasonable adjustments for individuals with disabilities in accordance with applicable laws. If you require any accommodations during the recruitment process or in your role, please let us know.

This role is primarily computer-based and may involve extended periods of screen time and frequent communication through digital tools. Work may be performed remotely or in an office setting, depending on the role and location. We prioritize employee wellbeing, flexibility, and a safe, supportive work environment across all regions.

Location Eligibility Notice

This is a U.S.-based remote role. Due to current regulatory requirements, we are only able to consider candidates residing in certain U.S. states.

Eligible states include, but are not limited to: Texas, Florida, Missouri, Arizona, Indiana, North Carolina, and Wisconsin.

At this time, candidates located in California, Colorado, New York, Illinois, Washington, or other states with active pay transparency requirements are not eligible for consideration.