Director of Onboarding/Professional Services

INNERGY•Austin, TX

12d•Remote

About The Position

The Director of Onboarding & Professional Services leads the customer journey from contract signature to go-live, ensuring every implementation delivers on the promise of the sale. This leader oversees implementation teams, drives on-time and on-budget project delivery, and creates raving fans through exceptional customer experiences. Partnering closely with Sales, Customer Success, Product, Support, and Engineering, they will build and scale a high-performing Professional Services organization while maintaining a relentless customer-first mindset.

Requirements

8+ years leading Professional Services, Implementation, Onboarding, or Customer Success teams in B2B SaaS.
Experience managing leaders and multi-disciplinary implementation teams.
Strong operational leadership, project management, and financial acumen.
Proven success scaling implementation organizations.
Experience with CRM, PSA, project management, and customer success platforms.

Nice To Haves

ERP, manufacturing, construction, CAD/CAM, or enterprise software experience preferred.

Responsibilities

Lead and develop Onboarding and Professional Services managers, consultants, and implementation specialists.
Own the numbers that matter: implementation delivery, utilization, customer satisfaction, and time-to-value.
Establish scalable methodologies, playbooks, and project governance.
Implement AI and automation to optimize team efficiency.
Partner with Customer Success to ensure a seamless handoff after go-live.
Bring customer feedback to Product and Engineering and prioritize implementation improvements.
Forecast services capacity and staffing.
Manage services revenue, utilization, project profitability, and resource planning.
Develop KPIs and executive reporting on implementation health and customer outcomes.
Set a high-performance, customer-first tone for the team.