Head of Implementation

Probook•New York, NY

3d•Hybrid

About The Position

We’re hiring a Head of Implementation to own how Probook gets customers live and keeps them successful. You’ll lead our Deployment Strategist and FDE teams (roughly a dozen people today and growing) and build the operating system for delivery: a repeatable methodology, clear stage gates, and a capacity model that lets us scale without running hot. The team is talented but stretched, and implementation today is high-touch and under-structured. Your job is to bring order, repeatability, and scale: tighten the process, raise the bar on quality, work down the remediation backlog, and partner with our emerging Customer Success function on clean handoffs. This is a hands-on, in-the-field leadership role, so you’ll be on-site with customers regularly. You’ll report directly to the Chief Customer Officer.

Requirements

NYC Based: Live in (or relocate to) the NYC area, comfortable in-office and ~60% client-facing.
Enterprise implementation experience, having led complex, high-touch enterprise deployments end-to-end.
B2B SaaS background, with a strong understanding of SaaS delivery dynamics.
Proven people leadership of implementation, deployment, or professional-services teams.
Demonstrated process-building: stages, acceptance criteria, capacity models, and repeatable playbooks.
Comfortable with travel up to ~40% of the time.

Nice To Haves

You’ve stood up a team from scratch and turned around a team in disarray.
You’ve stood up or partnered closely with a Customer Success function.
You’ve managed remediation or re-deployment programs at scale, and operated in a high-growth, scaling post-sales org.
Experience in the home-services vertical (helpful, but explicitly not required).

Responsibilities

Own and document the end-to-end implementation lifecycle from kickoff through hyper-care and steady state, with explicit stage gates and quality checkpoints that reduce corner-cutting and rework.
Directly lead the Deployment Strategists and Deployment Engineering teams: set goals, coach, manage performance, and build onboarding and enablement as the team scales. Clarify roles and rebalance an overloaded team.
Build a capacity-planning and resourcing model tied to pipeline and backlog, and stand up reporting on time-to-live, quality, rework, and onboarding health.
Bring structure to the re-deployment program, remediating accounts that need to be brought up to standard.
Define clean handoffs to the emerging Customer Success function, and coordinate with Support and Engineering on escalations and technical dependencies.