Director, Customer Implementation – Training

Role Overview

• Own the end-to-end customer implementation experience, including pre-sale technical evaluations, proof-of-concept support, and post-sale onboarding
• Ensure Implementation Engineers deliver high-quality, white-glove technical integration support to prospective and newly sold customers
• Establish clear engagement models and handoffs between Sales, Technical Services, and Customer Success
• Oversee the delivery of tailored customer training programs designed to help clients effectively utilize Chartbeat products
• Ensure training engagements align to customer goals, use cases, and stages of product maturity
• Drive consistent product understanding and “aha” moments that reinforce customer value
• Lead, coach, and develop a team of Implementation Engineers and Customer Training & Enablement Managers
• Define clear role expectations, performance standards, and development paths across the team
• Foster a culture of accountability, empathy, and continuous improvement
• Design and maintain scalable implementation and training frameworks, documentation, and best practices
• Identify gaps and inefficiencies in onboarding and training workflows and drive continuous improvement
• Use delivery insights and customer feedback to refine programs and improve outcomes over time
• Partner closely with Customer Success to support strong post-onboarding adoption and retention
• Collaborate with Sales on technical readiness during trials and early-stage customer engagements
• Work with Product and Support to surface recurring implementation challenges and inform improvements

Requirements

• 7–10+ years of experience in client-facing roles within a B2B SaaS environment: Technical Onboarding, Professional Services, Customer Training, Customer Experience or related fields
• 3-5+ years of experience managing client-facing technical or enablement teams
• Direct experience supporting customers during both pre-sale technical evaluations and post-sale onboarding
• Strong understanding of customer lifecycle touchpoints and onboarding best practices
• Proven ability to design and scale delivery processes, programs, and standards
• Excellent communication skills with the ability to engage both technical and non-technical stakeholders
• Experience working with data, analytics, or technically complex SaaS products
• Familiarity with proof-of-concept or trial-based sales motions
• Experience operating in a growth-stage or post-merger environment

Benefits

• Comprehensive Health, Dental, and Vision Insurance
• 401K with company match (100% of the first 3% and 50% of the next 2%)
• Fully Paid Parental Leave
• 18 weeks for birthing parents, 12 weeks for non-birthing parents
• Phone and internet stipend
• Wellness, learning, and coworking reimbursements
• Flexible work hours
• Unlimited PTO
• 11 paid holidays and December holiday closure
• Annual In-Person Event