Director, Customer Implementation

Core Responsibilities

• Account strategy: Develop and maintain a "living" account strategy. You define the what, why and how, ensuring the team remains aligned on long-term objectives rather than just ticking boxes.
• Value-driven delivery: Shift the focus from hitting milestones to realizing actual business value. You are accountable for ensuring the customer is materially better off because of our platform.
• Team leadership: Mentor and challenge a team of technical ICs. You will unblock their workflows, hold them to high standards and coach them through high-stakes customer interactions.
• Organisational navigation: Master the internal politics of enterprise environments. You will map influence, build multi-level relationships and navigate complex stakeholder landscapes to drive consensus.
• Decisive judgment: You will know when to escalate and when to handle it yourself. When things go wrong, you will stay calm, diagnose fast and act. You’ll remain calm under pressure and take corrective action without waiting for external direction.

What We're Looking For

• Proven delivery record: You have successfully navigated high-pressure, complex implementations. You’ve seen things go wrong, learned from the experience and know how to course-correct effectively.
• Technical credibility: You have led teams with strong technical ICs. You earned their respect, not by out-coding them, but by being sharp, direct and useful. You know how to get the best out of people who have high expertise in specific domains.
• Exceptional problem solving: You can structure ambiguous challenges and provide clear, actionable recommendations under pressure. You can do this for operational and organisational challenges as readily as technical ones.
• Adaptive learning: You have a demonstrated ability to master new industries or domains at an accelerated pace.
• Radical independence: You are a self-starter who prioritises alignment over permission. You thrive in environments with high autonomy and low hand-holding.

Who You Are

• Startup operators: Former CEOs, COOs, Heads of Delivery, or senior generalists from technical product companies operating in highly complex environments.
• Engagement Managers: Senior consultants who have led technical delivery from strategy through to execution. You are an SME on implementation not just strategy.
• Tech Program Leads: Leaders who have managed cross-functional teams on high-stakes, large-scale implementations. You can develop people around you, not just co-ordinate them.

Things To Note

• Location: We prefer candidates based near their primary customer.
• Travel: Expect regular travel to customer sites. Onboarding includes a one-month immersion at our HQ (NYC or equivalent).
• Compensation Range: $180K - $250K