Head of Implementation

Job Summary:
Our Client is seeking an experienced and strategic Head of Implementation to lead and scale their customer deployment organization. This individual will oversee implementation and technical deployment teams, establish operational excellence across the customer onboarding lifecycle, and build the processes, frameworks, and team structure required to support rapid growth. The ideal candidate is equally comfortable developing people, designing scalable systems, and partnering directly with customers to drive successful outcomes.

About the Role:
Reporting directly to the Chief Customer Officer, the Head of Implementation will lead a growing team of implementation and technical deployment professionals responsible for onboarding customers and guiding them from kickoff through successful adoption. This individual will oversee both implementation and technical deployment functions while building the operational foundation needed to support continued growth.

The Head of Implementation will be responsible for creating a repeatable implementation methodology, improving delivery consistency, establishing operational rigor, and developing the systems needed to scale customer deployments effectively. This role is ideal for a leader who thrives in high-growth environments, enjoys solving complex operational challenges, and has a proven track record of building high-performing customer delivery organizations.

The successful candidate will play a critical role in shaping the future of the post-sales function while driving measurable improvements in implementation quality, customer outcomes, and organizational efficiency.

Duties and Responsibilities:

• Lead and develop teams responsible for customer implementations, deployments, and onboarding activities.
• Design, document, and optimize the end-to-end implementation lifecycle from project kickoff through successful adoption and transition.
• Establish clear implementation stages, milestones, acceptance criteria, and governance processes to improve consistency and quality.
• Build scalable capacity planning and resource management models to support customer demand and company growth.
• Develop and monitor key performance indicators related to implementation success, customer adoption, project delivery, and operational efficiency.
• Create playbooks, best practices, onboarding programs, and enablement initiatives that improve team effectiveness and scalability.
• Drive initiatives to improve customer onboarding experiences and reduce implementation-related escalations, rework, and prolonged post-launch support needs.
• Partner closely with Customer Success, Product, Engineering, Support, and Revenue teams to improve the customer lifecycle and cross-functional alignment.
• Serve as an executive escalation point for complex customer situations and strategic implementation initiatives.
• Coach, mentor, and develop team members while fostering a culture of accountability, collaboration, and continuous improvement.
• Identify opportunities to leverage technology, automation, and process improvements to enhance operational performance.
• Help build the long-term structure, processes, and operating model for a rapidly growing post-sales organization.

Qualifications:

• 8+ years of experience leading implementation, professional services, deployment, onboarding, or customer delivery organizations.
• Strong background within B2B SaaS environments.
• Proven success managing complex enterprise software implementations and customer onboarding programs.
• Experience building and scaling implementation processes, methodologies, and operational frameworks.
• Demonstrated ability to lead and develop high-performing customer-facing teams.
• Strong understanding of project management, resource planning, capacity modeling, and operational reporting.
• Exceptional communication and stakeholder management skills.
• Experience partnering cross-functionally with Product, Engineering, Support, and Customer Success teams.
• Customer-centric mindset with a passion for driving measurable business outcomes.
• Ability to thrive in fast-paced, high-growth environments.
• Experience building, transforming, or scaling post-sales organizations is highly preferred.
• Experience establishing or partnering closely with Customer Success functions is a plus.
• Experience leading enterprise, high-touch customer implementations is strongly preferred.

Additional Information:

• Reports directly to the Chief Customer Officer.
• Based in New York City with an in-office work environment.
• Requires regular customer engagement and travel to customer sites as needed.
• Opportunity to build and scale a critical function during a period of significant company growth.
• High-impact leadership role with direct exposure to executive leadership and meaningful influence on organizational strategy.
• Strong long-term growth potential as the company continues to expand its customer-facing operations and leadership team.