Shape the future of client success by leading the implementation and onboarding function for a rapidly scaling AI-native software platform serving the commercial HVAC, electrical, and plumbing supply industries. In this role, you’ll design end-to-end onboarding systems that balance customization with repeatability, ensuring clients move from contract to value as efficiently as possible.
What You’ll Do
- Lead, mentor, and expand a distributed team of Implementation Managers, fostering a culture of accountability, precision, and client focus
- Develop standardized playbooks, training programs, and operational workflows that scale across diverse client environments
- Design and deploy onboarding frameworks for enterprise clients, integrating complex configurations and workflow adaptations
- Identify friction points in implementation and partner with Product and Engineering to influence roadmap improvements
- Establish KPIs and forecasting models to track efficiency, adoption, and time-to-value across all client rollouts
- Act as the final escalation point for high-priority or technically complex implementations, including direct client engagement when necessary
- Travel monthly to support onsite client engagements and strengthen field-level execution
- Bridge technical teams and domain experts, translating deep product knowledge into practical, client-ready processes
What We’re Looking For
- At least 5 years of experience in client implementation or onboarding roles, with 2+ years leading teams in a complex SaaS environment
- Proven track record building or scaling an implementation function, ideally from early-stage through growth phases
- Experience managing multi-stakeholder deployments involving configurable software and custom integrations
- Strong operational instincts—able to design systems, not just manage individual projects
- Comfort operating across technical and non-technical teams, with the ability to communicate clearly between engineers, sales, and client stakeholders
- Demonstrated ability to balance speed, quality, and scalability in fast-moving environments
- Hands-on mindset with a willingness to dive into configuration details when client success is on the line
- Structured, data-driven, and committed to continuous process improvement
- Background in construction technology, industrial sectors, or legacy enterprise systems is a plus
Compensation & Benefits
Offerings include a competitive salary based on experience, a meaningful equity grant, and comprehensive medical, dental, and vision coverage. The role is based onsite in NYC’s Flatiron District, located steps from Madison Square Park and Union Square, with no remote flexibility available.
