Director of Implementation & Onboarding

Director of Implementation & Onboarding | NYC Fully In Office | $160K-$175K + Equity

About the Company

Our client is building the next-generation operating system for commercial HVAC, electrical, and plumbing suppliers and subcontractors. Over the past year, their V1 quoting product has scaled to thousands of quotes completed weekly, doubled revenue six weeks into 2026, and gained adoption across many of the top suppliers in North America. Fresh off a $14M Series A backed by leading construction tech investors, they are entering their next phase of growth and are looking for a Client Experience Leader to support their Client Success motion.

You’ll work directly with the Client Success (CS), Product, and Sales teams to support new and existing clients and build the systems that will define the company’s client onboarding experience. They are transforming the $250B HVAC industry with AI-native software, an industry still largely untouched by modern tools. This is your chance to get in early.

The Role

They’ve hit strong product market fit and are now scaling how they onboard clients across more complex implementations as their software and client base expands. They are hiring a Director of Implementation & Onboarding to help redefine this critical function.

You’ll run implementation end to end, ensuring clients get up and running quickly in a way that fits their unique operational needs. This role is a balance of building repeatable processes and playbooks, while leading a team to deliver thoughtful, consultative, and technical implementations that adapt to how each client operates and drive real outcomes.

You’ll lead a team of Implementation Managers who bring deep mechanical engineering expertise, layering in the right level of SaaS rigor and structure without losing flexibility. You’ll work closely with Client Success, Product, Sales, and Engineering to remove friction and scale onboarding as the company grows.

What You’ll Do

• Own and scale the end-to-end implementation and onboarding function
• Build repeatable workflows, playbooks, trainings, and systems while supporting highly custom client implementations
• Define and operationalize onboarding across areas like organizational setup, workflow design, product configuration, and user training
• Lead and grow a team of onsite and remote Implementation Managers
• Coach domain experts and translate their knowledge into scalable processes
• Partner with Sales and CS on handoffs and implementation scoping
• Work closely with Product and Engineering to identify friction points and influence the roadmap
• Drive time to value, product adoption and usage, implementation efficiency, and consistency across all accounts
• Establish key metrics, forecasting, and operational visibility across implementations
• Deliver scalable training and enablement across virtual and onsite environments
• Act as an escalation point for complex or high-priority client implementations
• Travel onsite once per month to support and elevate client onboarding and implementation

A Typical Week Might Include

• Designing and rolling out a new onboarding playbook for enterprise clients
• Reviewing implementation pipelines and identifying bottlenecks
• Partnering with Product on recurring implementation blockers
• Coaching team members on managing complex client rollouts with new Analytics API requirements
• Jumping into a high-stakes client onboarding to ensure a successful kickoff

What Success Looks Like

2 Weeks

Ramp on the product and current implementations, and go onsite with Implementation Managers to see client environments and onboarding firsthand

30 Days

Identify key gaps and begin documenting and implementing core process changes; get hands on in active implementations to drive immediate impact

60 Days

Stand up a high-caliber, scalable implementation process; drive consistency across onboarding, begin hiring to support growth, and establish a strong operational foundation for the team

Who You Are

• 5+ years of Implementation / Onboarding experience plus people management
• You’ve scaled or led an implementation or onboarding team in a complex SaaS environment
• You have experience managing complex, multi-stakeholder deployments, ideally involving configurable products and/or custom workflows
• You’ve implemented products that require deep configuration and adaptation to existing client processes, not just plug-and-play onboarding
• You’re highly operational and know how to build systems, not just manage projects
• You have experience leading specialized or domain expert teams, and know how to balance structure with autonomy
• You’re comfortable working cross-functionally with Product, Engineering, Sales, and Client Success
• You can translate between technical product teams and industry practitioners
• You balance speed and quality in a fast-paced, high-growth environment
• You’re hands on and willing to dive into the details when needed
• You’re structured, metrics-driven, and focused on continuous improvement

Bonus Points If You Have

• Experience in construction tech, industrial, or legacy industries
• Experience building implementation functions from startup / early stage through scale

Compensation & Benefits

• Salary: $160K-$175K depending on experience
• Equity: Meaningful equity grant depending on experience
• Benefits: Medical, dental, and vision coverage
• Perks: Free lunches and dinners

This is a full-time, onsite role based in NYC’s Flatiron District, steps from Madison Square Park and Union Square. You’ll work side by side with a high-performing team, solving real problems in real time, and shaping the future of an industry largely untouched by AI.