Director of Implementation

Apply for theDirector of Implementationrole atFactorial .This senior strategic leadership role defines and scales Factorial’s global implementation and onboarding model across all customer segments. As Director of Implementation, you will own the end-to-end post‑sale activation experience, leading both theOnboardingandProject Management/PMOorganizations to ensure customers achieve fast time‑to‑value, strong adoption, and long‑term success.You will oversee leaders across Onboarding and Project Management, including the Head of PMO and the Head of Onboarding, ensuring alignment, consistency, and operational excellence across all implementations, from SMB to Enterprise. Your work will have a direct impact on customer satisfaction, retention, expansion, and NDR, and will support Factorial’s continued rapid growth. The role demands strategic vision, operational rigor, SaaS implementation expertise, and people leadership, alongside deep cross‑functional collaboration across Sales, Product, Engineering, Finance, and Customer Success.Key Responsibilities Strategic Leadership & Implementation VisionDefine and own Factorial’s global implementation and onboarding strategy, ensuring scalability across customer segments and geographies.Set the long‑term vision for how customers are onboarded, implemented, and activated, balancing speed, quality, and customization.Translate business objectives (growth, NDR, efficiency) into executional priorities for Onboarding and PMO teams.Act as a senior leader within Customer Experience, contributing to org‑wide strategy and planning.Team Leadership & Org DesignLead and develop the leadership layer across Onboarding and Project Management, including PMO and Onboarding Heads and Team Leads.Own org design, capacity planning, and headcount strategy for implementation teams at scale.Ensure strong performance management, career paths, coaching, and succession planning across teams.Foster a high‑performance, customer‑obsessed, and collaborative culture aligned with Factorial’s values.Onboarding & Delivery ExcellenceOwn the end‑to‑end post‑sale journey, from deal handover through go‑live and early adoption.Ensure consistent, high‑quality onboarding experiences across SMB, Mid‑Market, and Enterprise customers.Oversee:Pre‑sales involvement and implementation scoping (where applicable).Requirements gathering, solution design, and project planning.Change management, training, and adoption strategies.Ensure onboarding duration, retention, and activation targets are consistently met or exceeded.Drive standardization where possible while enabling flexibility for complex and enterprise accounts.PMO & Project Management OversightOversee the PMO function and its evolution, ensuring best‑in‑class project management methodologies and governance.Ensure clear ownership, risk management, escalation paths, and delivery accountability across all implementations.Align PMO frameworks with onboarding execution to eliminate friction, handoff issues, and inefficiencies.Support continuous improvement of playbooks, tooling, and delivery models.Cross‑Functional CollaborationPartner closely with Sales, Account Management, Product, Engineering, Support, Finance, and CXOps to ensure seamless customer transitions and aligned expectations.Act as the executive voice of Implementation in cross‑functional initiatives, roadmap discussions, and strategic programs.Align implementation capacity and capabilities with revenue forecasts and go‑to‑market strategies.Collaborate with Product to feed onboarding and implementation insights into product improvements.Performance Management & Continuous ImprovementDefine and own KPIs across implementation, including:Time‑to‑value and onboarding durationActivation and adoption metricsCustomer satisfaction (CSAT/NPS)Retention and early churnCost‑to‑serve and efficiency metricsBuild dashboards and reporting for leadership visibility and data‑driven decision‑making.Lead continuous improvement initiatives across processes, tools, automation, and AI adoption.Ensure implementation scales efficiently without sacrificing customer experience.RequirementsProven experience in a senior leadership role overseeing implementation, onboarding, or professional services teams in a B2B SaaS environment.Strong background in SaaS onboarding, enterprise implementations, PMO, or consulting.Demonstrated experience managing managers‑of‑managers and large teams (30+ HC).#J-18808-Ljbffr