Director, Implementation & Professional Services

About the role

As Director, Implementation & Professional Services, you'll lead a high‑performing team across AMER, EMEA, and APAC, owning the end‑to‑end journey of new ROLLER customers from signed contract to fully live, trained, and set up to succeed. You'll also build the professional services programs that help customers run their businesses more profitably long after go‑live, treating this function as a genuine growth lever that impacts new and expansion revenue. Reporting to the CRO, you'll help shape decisions that determine how ROLLER grows its customer base globally, with a mandate to build rather than maintain and the latitude to define best‑in‑class implementation and professional services for a company still writing its own playbook. Based in Austin, you'll work from the office three days a week with two flexible remote days.

Responsibilities

• Develop and execute a strategy for the customer training & implementation organization, aligning with overall company objectives.
• Design and implement efficient and scalable processes to implement ROLLER and train technical and non‑technical users on how to use, manage, and maintain the platform.
• Create ongoing training programs that drive future product adoption and deflect support tickets.
• Evolve ROLLER's Professional Services practice from its early‑stage foundation into a scaled, mature function, owning the playbooks that guide customers in designing high‑performing guest‑facing programs, pricing models, and operations that maximize revenue.
• Apply a data‑backed, technology‑enabled approach to identifying and proactively addressing challenges in team operations, efficiencies, and program execution.
• Drive a culture of execution and speed to deployment while maintaining the highest level of quality and customer service.
• Lead segment‑specific initiatives that enhance the overall customer experience for SMB, Mid‑Market, and Enterprise clients.
• Develop a team of technical and training experts through hiring, role definition, and ongoing training to ensure they are the most knowledgeable resources in ROLLER.
• Collaborate with other department leaders to ensure a seamless flow of information and feedback.
• Establish a process with the Product Organization to provide feedback from implementation engagements and keep the team enabled and processes up to date on new features in the roadmap.
• Establish key performance indicators (KPIs) and regularly report on the performance of the support organization, identifying areas for improvement.

Requirements

• Entrepreneurial and innovative leader with a proven track record of success in customer success or onboarding operations.
• Minimum of 10 years of implementation or onboarding experience, including at least 5 years in a leadership role overseeing customer success or onboarding organizations.
• Strategic mindset to develop and execute a vision for the customer training and implementation organization aligned with company objectives.
• Expertise in designing and implementing efficient processes for both technical and non‑technical customer profiles.
• 10+ years of customer success, customer support, and/or onboarding experience.
• 5+ years in a people‑leadership role overseeing global customer success organizations.
• Proven track record of designing and implementing onboarding and implementation processes for technical products.
• Strong analytical and problem‑solving skills.
• Excellent communication and interpersonal skills.
• Experience developing customer‑facing training programs.

Benefits

• Work on a category‑leading product that customers love in a fun, high‑growth industry (see Capterra and G2 reviews).
• Team member Assistance Program to support health and wellbeing – access to coaching, education modules, weekly webinars, and more.
• 16 weeks paid parental leave for primary carers and 4 weeks paid parental leave for secondary carers.
• Office located in Austin's vibrant East Side.
• Work with a driven, fun, and switched‑on team that likes to raise the bar in all we do.

Schedule

Based in Austin, you'll work from our office three days a week with two flexible remote days.