Head of Implementation

Role:

You will own the end-to-end implementation strategy, lead a growing team of implementation managers, and collaborate closely with cross-functional leaders to ensure seamless product adoption. This role requires both strategic vision and hands-on execution in scaling a high-performance team that can handle complex SaaS implementations.

Responsibilities:

• Define and execute the global implementation strategy across enterprise and mid-market clients.
• Lead and mentor a team of implementation managers, ensuring delivery excellence and career growth.
• Oversee the end-to-end implementation lifecycle—from scoping and planning to go-live and post-implementation success.
• Collaborate cross-functionally with Sales, Product, Engineering, and Customer Success to ensure alignment and accountability.
• Act as an executive sponsor for large and strategic accounts, ensuring long-term value realization.
• Establish frameworks for risk management, issue resolution, and continuous process improvement.
• Build and standardize implementation playbooks, KPIs, and success metrics to drive adoption and time-to-value.
• Serve as the voice of the customer to influence product roadmap and new feature development.
• Drive scalability by implementing automation, integration, and best practices in SaaS onboarding.

Requirements:

• Bachelor’s degree in Business, Technology, or related field (MBA preferred).
• 8+ years of experience in Implementation, Enterprise Onboarding, or Client Success, with at least 4 years leading and scaling teams.
• Strong track record of managing international clients (US/Europe experience preferred).
• Deep understanding of SaaS product implementation, including integrations, workflow design, and adoption strategies.
• Proven expertise in project management, stakeholder engagement, and executive-level communication.
• Strong analytical and problem-solving mindset, with ability to define KPIs and measure success.
• Comfortable working in a fast-paced startup environment and during US shift hours.

Preferred Qualifications:

• Experience in B2B SaaS or product-based startups.
• Proficiency in tools such as Jira, HubSpot, Salesforce, or similar CRMs/project management tools.
• Exposure to API-led or system integration implementations.
• Demonstrated ability to scale processes, teams, and systems in a growth-stage environment.