About the Role

We are looking for a Director of Customer Implementation & Training to lead our Technical Services organization. This role is responsible for owning and continuously improving the customer-facing technical implementation and training experience for the Chartbeat and Tubular product suites, ensuring customers receive expert guidance and practical product education at critical moments in their lifecycle.

Key Responsibilities

Customer Implementation Strategy & Execution

• Own the end-to-end customer implementation experience, including pre-sale technical evaluations, proof-of-concept support, and post-sale onboarding
• Ensure Implementation Engineers deliver high-quality, white-glove technical integration support to prospective and newly sold customers
• Establish clear engagement models and handoffs between Sales, Technical Services, and Customer Success

Customer Training & Enablement

• Oversee the delivery of tailored customer training programs designed to help clients effectively utilize Chartbeat products
• Ensure training engagements align to customer goals, use cases, and stages of product maturity
• Drive consistent product understanding and “aha” moments that reinforce customer value

Team Leadership & Development

• Lead, coach, and develop a team of Implementation Engineers and Customer Training & Enablement Managers
• Define clear role expectations, performance standards, and development paths across the team
• Foster a culture of accountability, empathy, and continuous improvement

Process, Quality, and Scale

• Design and maintain scalable implementation and training frameworks, documentation, and best practices
• Identify gaps and inefficiencies in onboarding and training workflows and drive continuous improvement
• Use delivery insights and customer feedback to refine programs and improve outcomes over time

Cross-Functional Collaboration

• Partner closely with Customer Success to support strong post-onboarding adoption and retention
• Collaborate with Sales on technical readiness during trials and early-stage customer engagements
• Work with Product and Support to surface recurring implementation challenges and inform improvements

Qualifications

• 7–10+ years of experience in client-facing roles within a B2B SaaS environment: Technical Onboarding, Professional Services, Customer Training, Customer Experience or related fields
• 3-5+ years of experience managing client-facing technical or enablement teams
• Direct experience supporting customers during both pre-sale technical evaluations and post-sale onboarding
• Strong understanding of customer lifecycle touchpoints and onboarding best practices
• Proven ability to design and scale delivery processes, programs, and standards
• Excellent communication skills with the ability to engage both technical and non-technical stakeholders
• Experience working with data, analytics, or technically complex SaaS products
• Familiarity with proof-of-concept or trial-based sales motions
• Experience operating in a growth-stage or post-merger environment

Benefits

• Comprehensive Health, Dental, and Vision Insurance
• 401K with company match (100% of the first 3% and 50% of the next 2%)                    
• Fully Paid Parental Leave - 18 weeks for birthing parents, 12 weeks for non-birthing parents
• Phone and internet stipend
• Wellness, learning, and coworking reimbursements
• Flexible work hours
• Unlimited PTO
• 11 paid holidays and December holiday closure
• Annual In-Person Event
• The compensation range for this position is $170,000-$180,000 annually