Description:
As we scale rapidly, we’re looking for a Director of Implementation & Customer Experience who can build with us, not just run a playbook. This role is equal parts operator and entrepreneur. Owning the full post-sale journey while helping us architect a repeatable, best-in-class implementation engine from scratch.
Why This Role Matters
We’ve proven product-market fit, landed marquee enterprise accounts, and are scaling fast. Now, we need someone who can do more than manage implementation. We need a builder. You'll:
- Own the post-sale handoff through go-live across our product suite
- Partner closely with Sales, Product, Engineering, and Customer Success to deliver a white-glove experience
- Build scalable systems and workflows that shorten time-to-value and make implementation a competitive advantage
- Build the team and infrastructure from the ground up, setting the tone for customer experience at 100. This is a zero-to-one role. You’ll be laying the foundation, solving in real-time, and turning chaos into competitive advantage.
What You’ll Do
- Lead end-to-end implementations — from contract signature to customer go-live — across complex property management tech stacks
- Define and refine our implementation playbook, processes, and tooling
- Identify and eliminate bottlenecks in the workflow (e.g., integrations, setup dependencies, training gaps)
- Act as a trusted advisor to our customers — setting clear expectations, managing timelines, and driving adoption
- Collaborate cross-functionally with Sales, Product, Engineering, and CS to continuously improve onboarding outcomes
- Build reporting and visibility around key metrics: time-to-value, onboarding completion rate, NPS, activation rate
- Scale the function: define hiring needs, mentor early team members, and build a best-in-class CX engine
What You Bring
- 5–7+ years of experience in B2B SaaS implementation, onboarding, or customer delivery roles – multifamily experience required (startup experience highly preferred)
- Strong project management skills with a track record of leading complex, cross-functional rollouts
- Experience with systems like Salesforce, HubSpot, Zapier, and/or industry-specific integrations (PMS, billing/payments, identity/fraud tooling)
- Strategic builder with a bias for action — you’re comfortable getting into the weeds while designing for scale
- Strong communication and stakeholder management skills — both internally and externally
- Deep empathy for the customer and a passion for delivering exceptional experiences