VP, Implementation Services

zerohash

13d

About The Position

zerohash is establishing a dedicated Implementation Services function and is looking for a leader to build and scale it. This senior leadership role reports to the Chief Revenue Officer and is responsible for a crucial part of the zerohash customer journey, aiming to provide a world-class experience and accelerate time to value. The role is hands-on, involving personal project management of complex customer implementations while simultaneously designing the systems, processes, methodology, tooling, and organizational structure for global scaling. The ideal candidate will possess executive-level judgment and gravitas, the discipline of a top-tier project manager, and the drive to manage complex projects from initiation to completion.

Requirements

• 10+ years of experience in project management, with a substantial track record leading complex, enterprise-grade implementations in financial services, fintech, payments, or enterprise technology.
• PMP, PgMP, or an equivalent project management certification.
• Direct experience implementing or onboarding regulated financial institutions (banks, broker-dealers, exchanges) or complex B2B fintech/payments integrations, with an in-depth understanding of the compliance, security, and risk considerations inherent to onboarding regulated entities.
• Proven experience building and scaling an implementation or professional services function from an early stage, including hiring and developing globally distributed teams.
• Executive presence: a credible, senior voice with C-suite stakeholders at customer organizations and with zerohash's leadership team.
• World-class project management skills, with deep fluency across methodologies and tooling, and the judgment to select the appropriate approach for each implementation.
• Experience operating within a high-growth, fast-scaling company, comfortable with ambiguity and building processes while the business is in motion.
• Exceptional cross-functional collaborator, able to influence Product and Engineering roadmaps using direct feedback from live implementations.
• Deep appreciation and understanding of designing a high-quality customer journey across all functions (sales, compliance, operations) to deliver time to value.
• Familiarity with embedded finance, digital assets/crypto, or regulated financial infrastructure / API platforms operating a B2B2C model.

Responsibilities

• Personally own project management and hands-on implementations for zerohash's most strategic and complex customer projects across banks, brokerages, exchanges, fintechs, PSPs, and marketplaces.
• Serve as the single point of accountability for implementation timelines, scope, risk, and quality service delivery, coordinating closely with Product, Engineering, Compliance, and Sales.
• Build out a dedicated Implementation Services function and team, including systems, processes, and methodology from the ground up, developing project plans, RAID logs, partner-facing onboarding guides, status reporting cadences, and escalation paths.
• Define and instrument key metrics for the function, such as time-to-launch, implementation cost, billable utilization rates, customer satisfaction, and escalation rate.
• Provide real-time feedback from live implementations to Sales and Product teams to improve scoping accuracy, deal structuring, and roadmap priorities.
• Collaborate with Product to ensure timely delivery of key product dependencies aligned with project critical paths, assist in scoping new features, and manage customer expectations and revenue deliverables.
• Work with Sales and Solution Engineers during the sales process to communicate the implementation roadmap and plan to customers to accelerate time to value.
• Design a global Implementation Services organizational structure, including capacity, regional coverage, roles, and responsibilities, and develop a hiring plan.
• Attract, hire, and develop world-class implementation and project management talent.
• Establish a tiered engagement model (e.g., white-glove vs. standardized implementation tracks) based on partner complexity and strategic value.
• Build repeatable processes, tooling, and knowledge management to support a rapidly growing partner base without proportional headcount growth.
• Manage the function's budget, resourcing, and roadmap, and report progress and risks to zerohash's executive leadership.
• Act as an executive escalation point for strategic partners and represent Implementation Services in cross-functional leadership forums and customer engagements.

Benefits

• Healthcare Insurance: zerohash covers roughly 100% of employee premiums as well as a portion of spouse/children (U.S. only)
• Vision & Dental Insurance (U.S. only)
• Chance to earn equity
• Maternity & Paternity leave (after 6 months)
• WeWork All Access Membership
• WFH Yearly Stipend
• L&D Yearly Stipend (after 6 months)

What This Job Offers

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