Senior Director, Implementations

Responsibilities

• Own the full post-sale journey from signed deal through successful customer go-live, including customer migrations.
• Rebuild the existing implementation and migration teams into a single organization serving all three business units.
• Establish one shared implementation methodology, operating standard, and set of quality expectations across the organization, with distinct delivery motions based on customer and product requirements.
• Assess the existing team structure and redesign organizational structure, roles, responsibilities, staffing levels, and reporting lines as needed.
• Build and execute a hiring, leveling, and career development strategy for the implementation organization.
• Establish reliable measurement and reporting for implementation performance, recognizing that current data and metrics are not sufficiently reliable to inherit.
• Define and own key performance indicators including time-to-value, migration success rate, implementation duration, and first-90-day churn.
• Establish trustworthy baseline metrics within the first 90 days and create an ongoing operating cadence around implementation performance.
• Select, implement, and manage the tooling stack required to operate the function at scale, including PSA, project management, ticketing, and related systems.
• Define the appropriate threshold between human-led implementation and self-service based on delivery economics, customer complexity, product requirements, and expected customer outcomes.
• Develop standardized processes for scoping, project kickoff, implementation, migration, escalation, and go-live.
• Design a fast, customer-friendly sign-off process for complex or high-risk deals, allowing the business to move quickly while identifying situations where implementation risk is genuinely unacceptable.
• Partner closely with Sales, Solutions Architecture, Product, Engineering, Customer Success, and Support to ensure commitments made during the sales process can be delivered successfully.
• Define automation requirements and work with Engineering to prioritize and deliver the automation needed to reduce implementation effort and improve scalability.
• Influence and drive outcomes through teams outside of direct management, particularly Engineering, Product, and other shared functions.
• Identify opportunities to reduce implementation costs, improve customer time-to-value, and increase the percentage of implementations that can be delivered through standardized or self-service motions.
• Establish a consistent executive-level view of implementation capacity, pipeline, delivery risk, customer outcomes, and organizational performance.
• Develop the business case for evolving implementations from a primarily cost-center function into a professional services revenue stream where the economics and customer value support it.
• Establish the operating model, pricing considerations, service definitions, and delivery economics necessary to evaluate and potentially build a professional services offering.
• Perform other duties as assigned.

What Success Looks Like

Required Qualifications

• Significant leadership experience building, scaling, or rebuilding a professional services, implementation, or migration organization.
• Experience in hosting, cloud infrastructure, B2B SaaS, or a closely related technology environment.
• Demonstrated experience leading implementation or professional services delivery for mid-market and enterprise customers.
• Experience managing organizational transformation, including redesigning teams, processes, operating models, and delivery methodologies.
• Strong understanding of implementation economics, capacity planning, project delivery, and customer time-to-value.
• Experience establishing operational metrics and building reliable reporting in an environment where existing data may be incomplete or unreliable.
• Strong commercial judgment and the ability to understand the economics of implementation and professional services.
• Experience selecting or implementing PSA, project management, ticketing, or similar operational tooling.
• Strong cross-functional leadership skills, with the ability to drive outcomes through teams and leaders outside of their direct organization.
• Comfortable working closely with Sales and Solutions teams to assess implementation complexity and establish appropriate deal sign-off processes.
• Strong executive presence and communication skills, with the ability to influence senior leaders across Sales, Product, Engineering, and Services.
• Demonstrated ability to balance customer experience, delivery quality, operational efficiency, and commercial outcomes.

Preferred Qualifications

• Experience transitioning an implementation or professional services organization from a cost center toward a revenue-generating model.
• Experience designing self-service versus human-led delivery models.
• Experience leading migrations in cloud, hosting, infrastructure, or SaaS environments.
• Experience implementing automation or product-led improvements to reduce manual implementation effort.
• Experience supporting multiple business units, product lines, or delivery motions within a single services organization.
• Experience with professional services automation (PSA) platforms and project management systems.
• Experience operating in a PE-backed, acquisitive, or multi-brand technology environment.

Work Environment

Disclaimer

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