Director, Implementation & Build

Own portfolio health across 500+ concurrent customer implementations, managed through a team of 5 direct-report managers, catching risks before they surface as problems

Set clear expectations with customers and internal teams, and build a management team that proactively communicates status without being asked

Report portfolio health, risk, and progress upward to executive leadership in a clear, digestible format

Lead, coach, and develop a team of managers, building their skills as people-leaders and holding them to a high standard of rigor and follow-through

Serve as the senior escalation point on at-risk or unhappy-customer situations, guiding your managers through resolution and stepping in directly when needed

Build and refine the playbooks, workflows, and org structure that raise consistency and quality across a growing multi-team function

Partner across Sales, Product, Customer Success, and Support to align expectations and close feedback loops at a strategic level

Travel ~10% for kickoffs, customer events, and industry conferences

7+ years in implementation, onboarding, professional services, or project management

4+ years managing people, including experience managing other managers

Demonstrated ability to hire and lead a team responsible for a high volume of concurrent projects/accounts with strong attention to detail and follow-through

Experience building management capability in others — coaching managers on activity management, proactive communication, and customer-facing judgment

Experience leading customer-facing teams and delivering projects on time and on scope at scale

Experience building or improving processes and org structures that scale

Demonstrated experience utilizing AI for building and/or optimizing processes

Experience in a B2B SaaS or technology environment

Proficiency with CX Tech stack (e.g., Salesforce, Wrike, Zendesk, ChurnZero)

Experience working with enterprise customers and complex, multi-stakeholder rollouts

Familiarity with veterinary PIMS, or comfort getting conversant in one quickly

Love of animals, pets and experience in a veterinary practice

Medical coverage for employees and dependents (80-90% covered by employer)

Employer HSA contribution with HDHP

401(k) match up to 3.5% 

Dependent Care Flexible Spending Account (FSA)

Dental & Vision coverage available 

Basic Life and AD&D Insurance

Short and Long Term Disability

Flexible Time Off & 12 Paid Annual Holidays

Paid Parental Leave

Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance

$250 Annual Stipend for Learning and Development