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Director of Implementation

GoCanvas

Roles & Responsibilities

  • 7+ years of experience in technical solutions, professional services, or a related customer-facing role, including at least 3 years in a leadership/management capacity
  • Strong technical acumen with experience in software implementation methodologies, analytics, integrations, and relevant tools (CRM systems, workflow automation platforms)
  • Proven track record delivering complex technical projects in a fast-paced environment, with exceptional project management, organizational, and problem-solving skills and stakeholder management
  • Bachelor's degree in Computer Science, Engineering, Business, or related discipline (or equivalent); excellent communication, cross-functional leadership, and customer-success mindset

Requirements:

  • Set the vision and strategy for the implementation organization and drive time-to-value, product adoption, and long-term customer success through scalable, high-quality implementation experiences
  • Build, lead, and develop a high-performing, distributed implementation team; recruit, coach, and manage performance
  • Oversee end-to-end implementation journeys, designing, documenting, and optimizing processes; lead data migration and technical implementation efforts using analytics, automation, and AI-driven tools
  • Partner cross-functionally with Sales, Product, Engineering, Customer Success, and Support to ensure smooth handoffs, collect customer feedback, address escalations, and continuously improve the customer experience; define and report key metrics (e.g., time to value, adoption rates, CSAT/NPS)

Job description

The Role, Director of Implementation
-This position is open for applicants based in Canada

SiteDocs, a GoCanvas company, is a leading provider of digital safety management software, trusted by thousands of teams to modernize and simplify workplace health and safety across construction, engineering, infrastructure, logistics, and beyond. We’re the highest-rated EHS platform on Gartner-owned Capterra, empowering field teams and safety leaders to replace paperwork, boost compliance, and drive real-time visibility where it matters most.

SiteDocs is part of the Nemetschek Group — a publicly traded European software company with a multi-billion-euro market capitalisation. The group brings together more than 15 specialised brands, including GoCanvas, Bluebeam, FirmusAI, Nevaris, AllPlan, VectorWorks, and SpaceWell, serving customers across the full AECO (Architecture, Engineering, Construction & Operations) spectrum. Together, we’re shaping a smarter, safer, and more sustainable built world.

Position Overview:
The Director of Implementation is responsible for setting the vision and leading the strategy, execution, and continuous improvement of the customer implementation experience. This leader ensures new customers move seamlessly from initial sale through full adoption and integration, driving time to value (TTV), product adoption, and long-term customer success. The role requires cross-functional collaboration, team leadership, data-driven optimization, and a relentless focus on delivering an exceptional customer experience across all implementation touchpoints.

The Director of Implementation is a strategic, data-driven leader who ensures every new customer receives a world-class implementation experience, directly impacting product adoption, satisfaction, and long-term business growth.

Your Most Important Initiatives:
  • Strategic Leadership
    • Set the overall vision and strategic plan for the implementation organization, ensuring efficient, scalable, and high-quality implementation experiences for all customer segments.
    • Develop and execute implementation strategies that accelerate time to value, maximize product adoption, and foster long-term customer relationships.
  • Team Management
    • Build, lead, and inspire a high-performing implementation team, including managers and specialists, across multiple geographies as needed.
    • Recruit, coach, and develop team members to deliver on goals and maintain high engagement and performance.
  • Process Optimization
    • Oversee the entire implementation journey, from initial customer interaction through to full product adoption and integration.
    • Design, document, and optimize implementation processes, leveraging analytics, automation, and AI-driven tools to improve efficiency and outcomes.
    • Lead data migration and technical implementation efforts, ensuring seamless transitions for customers.
  • Cross-Functional Collaboration
    • Work closely with Sales, Product, Engineering, Customer Success, and Support teams to ensure a smooth handoff and consistent implementation methodology.
    • Gather and act on customer feedback to continuously refine implementation practices.
  • Customer Experience
    • Ensure every stage of implementation delivers exceptional customer experience, laying the foundation for high satisfaction and retention.
    • Address escalated client issues with urgency and orchestrate resources to resolve complex implementation challenges.
  • Metrics & Reporting
    • Define, track, and report on key implementation metrics (e.g., time to value, product adoption rates, customer satisfaction) to executive leadership.
    • Use data and insights to drive continuous improvement and demonstrate implementation impact on business outcomes.
  • Professional Services & Revenue
    • Develop and manage value-added professional services (e.g., paid implementation, custom configurations) to support complex implementation needs and drive additional value for customers.
Success Metrics
  • Time to Value (TTV)- speed at which customers realize product value
  • Product Adoption- percentage of customers fully utilizing key features
  • Customer Satisfaction- implementation-related CSAT/NPS scores
  • Retention/Churn- retention rates post-implementation
  • Team performance- achievement of implementation KPIs and targets

What You Bring:
  • Bachelor’s degree in a relevant field (Computer Science, Engineering, Business, or related discipline) is a plus 
  • 7+ years of experience in technical solutions, professional services, or a related customer-facing role, with at least 3 years in a leadership or management capacity
  • Proven track record of managing and delivering complex technical projects and solutions in a fast-paced environment.
  • Strong technical acumen, with experience in software implementation methodologies, analytics, integrations, and relevant tools (e.g., CRM systems, workflow automation platforms).
  • Exceptional project management, organizational, and problem-solving skills.
  • Excellent communication, interpersonal, and stakeholder management abilities.
  • Demonstrated ability to build, lead, and motivate cross-functional teams.
  • Commitment to customer success, continuous improvement, and operational excellence.

Key Competencies & Personal Characteristics
  • Strategic thinker with strong business and technical acumen
  • Authentic, empathetic leader who builds genuine relationships and fosters a positive team culture. 
  • Data-driven mindset with a passion for efficiency and process improvement. 
  • Adaptable, proactive, and resilient in a dynamic, fast-changing environment. 
  • Collaborative, transparent communicator who values interdependence and team success.

Our success is rooted in a wonderfully wholesome culture, best defined by our four overarching values:
  • Authentic Relationships - People are never a means to an end.
  • Continuous Learning - Test every assumption and never stay stagnant.
  • Interdependence - We build systems that require everyone to perform with excellence, we are a team, and we succeed or fail together.
  • Data Driven Decisions - Because wisdom requires understanding the facts of the matter, disputes between competing perspectives are resolved with data.
If you have any questions about your personal data privacy at SiteDocs, please visit our privacy page.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.
If you need special assistance or accommodation while seeking employment with us, please email [email protected] or call: (703) 547-8588. We are interested in every qualified candidate who is eligible to work in Canada. However, we are not able to sponsor visas.

We take into account an individual’s qualifications, skillset, and experience in determining final salary. This role is eligible for health insurance (medical, dental & vision), life insurance, 401(k) & paid time off. The expected compensation range for this position is about $118k-130k CAD annually and additional commissions. The actual offer will be at the company’s sole discretion and determined by relevant business considerations, including the final candidate’s qualifications, years of experience, skillset, and geographic location.

This role is a #LI-Remote opportunity.
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