Director of Implementation

RoadSync • Atlanta, GA

6d • Hybrid

About The Position

RoadSync is revolutionizing the logistics industry with intelligent, simple, and innovative financial solutions. Our digital platform streamlines payment processes for warehouses, carriers, brokers, and repair/tow operators, dramatically reducing processing time and maximizing revenue collection.
We are seeking a Director of Implementation to lead onboarding, activation, and early-lifecycle success for new customers. This role owns the critical early customer journey, from kickoff to first transaction to full ramp. It is directly accountable for time-to-value, feature adoption, and seamless transition to the Account Management team. The ideal candidate operates as a systems leader who builds early momentum, not just technical completion, and ensures every new customer is actively using the product, not merely set up

Requirements

• 3–5 years of experience in customer success, implementation, or onboarding management within a SaaS or payments technology environment.
• 2+ years of direct people management experience, with a demonstrated track record of coaching individual contributors to exceed performance targets.
• Experience owning end-to-end onboarding or implementation funnels, with accountability for time-to-value, activation, and early-retention metrics.
• Strong analytical skills with the ability to inspect data, identify at-risk accounts, and translate metrics into coaching actions.
• Proficiency with CRM platforms (HubSpot strongly preferred) for pipeline management, customer health tracking, and reporting.
• Excellent cross-functional communication skills—comfortable presenting to executives, partnering with Product and Engineering, and translating customer patterns into actionable feedback.

Nice To Haves

• Experience in logistics, payments, or fleet services industries.
• Familiarity with merchant processing, transaction-based revenue models, or platform fee structures.
• Experience managing hardware deployment (payment terminals, mobile devices) as part of a customer onboarding workflow.
• Background in building or improving implementation playbooks, knowledge bases, or customer training programs.

Responsibilities

• Own the end-to-end onboarding process from deal close through first transaction, driving toward strong in-month onboarding completion.
• Accelerate time-to-transact by removing blockers, sequencing implementation steps effectively, and holding the team accountable to activation milestones.
• Drive activation by ensuring customers complete configuration, training, and initial live transactions early in the post-kickoff window.
• Ensure the team validates business requirements upfront so implementations are scoped correctly and set up for early success.
• Drive ramp-up achievement by monitoring velocity weekly and intervening early when customers fall behind expected transaction-volume curves.
• Own revenue- and margin-driving feature attach rates, ensuring hardware and special promotions deliver measurable ROI.
• Develop and execute playbooks that move customers from basic setup to full-platform utilization, defining success as active product usage rather than technical completion.
• Maintain at-risk revenue at healthy levels within the implementation portfolio through proactive health monitoring and early intervention.
• Manage the Implementation-to-Account Management handoff, ensuring customers transition with a solid foundation: active transactions, feature adoption, and a clear success trajectory.
• Partner with the Account Management Team Lead to ensure warm, documented transitions that preserve customer momentum and minimize post-handoff churn risk.
• Lead, coach, and develop a team of Implementation Managers, ensuring each team member meets their KPIs/SLAs with a clear understanding of what to do and how to execute.
• Build a team that performs consistently even when you step away—invest in repeatable processes, documented playbooks, and knowledge management.
• Dedicate meaningful weekly time to direct coaching on activation and ramp strategies, using real customer data and at-risk account reviews.
• Proactively identify process improvements and engage Revenue Operations to implement fixes that improve team efficiency and effectiveness.
• Provide regular, proactive updates to leadership throughout the week on onboarding progress, at-risk accounts, and team performance.
• Prepare and present a business overview during monthly business reviews to executive leadership.
• Deliver crisp, data-backed feedback to Product (activation and ramp blockers), RevOps (process and tooling friction), and Support (SLA and escalation inefficiencies).
• Escalate thoughtfully and in a solution-oriented way, always include context, data, and a recommended path forward.

Benefits

• Competitive compensation package and company equity awarded on day 1!
• Three weeks (15 working days) of PTO annually
• Medical, dental, and vision benefits - premiums paid for employees
• Exposure to the inner workings of a growing company, including open, transparent communication within our team. You will know what is happening and why it matters.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed