Lead the evolution of customer onboarding as the Head of Implementation, responsible for transforming how new customers adopt and integrate a powerful data platform. This role owns the full lifecycle from contract execution to full deployment, ensuring every client achieves fast, secure, and lasting value.
Strategic Leadership
Define the vision for implementation services, designing operating models and service tiers that scale with company growth. Develop segmentation strategies tailored to enterprise, mid-market, and strategic accounts, balancing customization with repeatability. Establish clear metrics including Time to First Value, Full Adoption rates, Implementation NPS, feature activation, and the impact of onboarding on expansion.
Team Development & Operational Excellence
Build and lead a team of Enterprise Implementation Engineers, setting performance benchmarks and creating coaching frameworks that grow technical and consultative skills. Hire and onboard new talent as the organization scales, fostering a culture rooted in precision, customer empathy, and accountability. Develop career pathways and define leading and lagging indicators for individual and team performance.
Process & Scalability
- Create standardized onboarding frameworks, playbooks, and documentation to ensure consistency and quality
- Implement project management tooling (e.g., Monday) and define best practices across implementations
- Design dashboards to track efficiency, adoption trends, and implementation health
- Forecast onboarding capacity and manage resource planning to align with sales velocity
- Identify system bottlenecks and lead cross-functional improvements
Cross-Functional Collaboration
Act as a trusted advisor during late-stage sales, validating technical feasibility and scoping. Partner with Sales to strengthen deal closure and qualification. Work closely with Product and Engineering to surface friction points and influence roadmap priorities. Align with Customer Success and Account Management to ensure smooth transitions and unlock expansion through technical enablement. Collaborate with Marketing and Partnerships on case studies, integrations, and enablement content.
Executive Engagement & Advocacy
Serve as executive sponsor for high-stakes implementations and act as a senior escalation point for complex technical or operational challenges. Build trusted relationships with client executives (VP/C-level) and represent the implementation function internally, advocating for investments that improve scalability and reduce time-to-value.
Required Qualifications
- 8+ years in technical customer-facing roles such as Implementation, Solutions Engineering, or Customer Success Engineering
- 3+ years managing and scaling technical implementation teams
- Proven experience at the director level in a fast-growing SaaS environment
- Strong grasp of web technologies, analytics, front-end development, and data ecosystems
- Hands-on experience with HTML, CSS, JavaScript, tag managers (e.g., GTM), APIs, and data pipelines
- Proficiency with analytics and data warehouse tools (e.g., Looker, Tableau, Snowflake, Redshift)
- Skilled in building KPIs, dashboards, and forecasting models
- Ability to communicate complex technical concepts clearly to both technical and business stakeholders
- Experience balancing enterprise customization with scalable delivery models
Preferred Background
- Experience scaling implementation teams in high-growth SaaS
- Knowledge of regulated environments such as healthcare or privacy-focused domains
- Familiarity with modern data stacks, CDPs, server-side tracking, and ad tech
- Track record of influencing product direction through customer insights
- Experience managing onboarding forecasting or services revenue
