Senior Director, Implementations

• Own the full post-sale implementation journey from signed agreement through successful customer go-live, including customer migrations and complex deployments.
• Rebuild existing implementation and migration resources into a unified organization serving multiple business units with consistent standards and scalable delivery motions.
• Establish a shared implementation methodology, operating model, quality expectations, and processes covering scoping, kickoff, implementation, migration, escalation, and go-live.
• Assess and redesign organizational structures, roles, responsibilities, staffing levels, reporting lines, hiring plans, career paths, and development programs.
• Establish trustworthy implementation metrics and reporting, including time-to-value, implementation duration, migration success, first-90-day churn, capacity, delivery risk, and customer outcomes.
• Create reliable performance baselines and an ongoing operating cadence that provides executives with clear visibility into implementation health and organizational performance.
• Select and manage the operational technology stack, including professional services automation, project management, ticketing, and related systems.
• Define when customers should receive human-led implementation versus self-service based on economics, complexity, product requirements, and expected outcomes.
• Build fast, customer-friendly processes for high-risk and complex deal sign-off while protecting the business from unacceptable implementation risk.
• Partner closely with Sales, Solutions Architecture, Product, Engineering, Customer Success, and Support to ensure customer commitments can be delivered effectively.
• Define automation opportunities and collaborate with Engineering to reduce manual implementation effort, improve scalability, and enhance customer time-to-value.
• Identify opportunities to lower delivery costs, increase implementation efficiency, and expand standardized or self-service delivery.
• Influence outcomes across teams outside the direct organization, particularly Product and Engineering, while maintaining strong executive alignment.
• Develop the operating model, pricing considerations, service definitions, and delivery economics required to assess a potential professional services revenue stream.

Requirements

• Significant leadership experience building, scaling, or transforming a professional services, implementation, or migration organization.
• Experience in hosting, cloud infrastructure, B2B SaaS, or a closely related technology environment, with exposure to mid-market and enterprise customers.
• Demonstrated experience leading complex implementation or professional services delivery organizations through significant organizational and operational change.
• Strong understanding of implementation economics, capacity planning, project delivery, customer experience, and time-to-value optimization.
• Proven ability to establish operational metrics and reliable reporting in environments where existing data may be incomplete, inconsistent, or unreliable.
• Strong commercial judgment and an ability to evaluate the economics of implementation and professional services models.
• Experience selecting, implementing, or managing PSA, project management, ticketing, or comparable operational platforms.
• Strong cross-functional leadership skills, with the ability to drive outcomes through teams and senior stakeholders outside the direct reporting structure.
• Comfortable partnering with Sales and Solutions teams to assess implementation complexity and establish effective deal qualification and sign-off processes.
• Strong executive presence and communication skills, with the ability to influence leaders across Sales, Product, Engineering, Customer Success, and Services.
• Demonstrated ability to balance customer experience, delivery quality, operational efficiency, scalability, and commercial performance.
• Experience transitioning implementation or professional services functions from cost centers toward revenue-generating models is a strong advantage.
• Experience designing self-service versus human-led delivery models, leading cloud or SaaS migrations, or implementing automation to reduce manual effort is preferred.
• Experience supporting multiple business units, product lines, or delivery motions within a single services organization is valuable.
• Experience in PE-backed, acquisitive, or multi-brand technology environments is a plus.
• Ability to operate effectively in a fast-paced, high-pressure environment while maintaining sound judgment, accountability, and a customer-first mindset.

Benefits

• Base salary and overall compensation package aligned with the seniority and scope of the role.
• Opportunity to lead a major organizational transformation with direct influence on customer outcomes and business scalability.
• Exposure to a broad range of strategic functions, including Sales, Product, Engineering, Customer Success, and Support.
• Opportunity to build a scalable professional services organization and potentially develop a new revenue-generating business model.
• Remote work environment with the flexibility to work from home.
• Collaborative, technically focused culture centered on customer partnership and operational excellence.
• Reasonable accommodations available for individuals with disabilities to perform essential job functions.
• Equal employment opportunity across legally protected characteristics.
• The role involves working at a computer for extended periods, communicating across teams, and managing a dynamic environment with varied priorities and deadlines.