Director of Professional Services

Description

About DoorLoop

DoorLoop is redefining property management software as the AI-native operating platform for innovative property management teams. With offices in Miami, New York City, and Tel Aviv, we’re a global company helping property owners and managers move faster, scale smarter, and get real support, real fast.

We’re proudly People First. That’s why we’re a Certified Great Place to Work, recognized by Forbes as one of America’s Best Startup Employers (2024 & 2025), and highly rated on Glassdoor.

Mission

DoorLoop is one of the fastest-growing PropTech companies in the world, and onboarding is one of the most critical levers in our growth engine. Backed by $130M+ in funding, recognized by Forbes as a Best Startup Employer (2024 & 2025), and ranked Capterra's highest user-rated property management software two years running (2025 & 2026), we implement approximately 500 new customers every month. How we bring them live directly impacts retention, expansion, and the reputation we've built as the most customer-obsessed platform in property management.

We're looking for a Director of Professional Services who will lead and scale a world-class onboarding and implementation function. This is a hands-on leadership role for someone who is equal parts strategic architect and execution operator. Someone who can evolve the infrastructure, develop the team, and run the operating cadence required to take Professional Services into DoorLoop's next chapter of growth.

If you've ever looked at a high-volume onboarding operation and thought "I know exactly how to make this 10x better," we want to talk to you.

Responsibilities

• Own the Strategy and Execution of Professional Services You'll define and execute the strategy for DoorLoop's entire Professional Services organization, aligned with company growth, retention, and customer experience goals. You’ll own and continuously optimize a repeatable, productized onboarding methodology that drives fast time-to-value at scale.
• Build a High-Performing Implementation Engine You’ll lead and develop a team capable of supporting a high-velocity environment with consistent quality and throughput. You’ll segment onboarding approaches (tech-enabled, guided, and high-touch) based on customer complexity to balance speed, quality, and scalability.
• Drive Payments Activation as a Core Milestone Payments activation and financial workflow enablement aren't nice-to-haves. They're non-negotiable onboarding milestones. You'll ensure every customer is set up to realize the full financial value of DoorLoop from day one.
• Establish Operational Rigor You'll own and mature the operating infrastructure: KPIs, dashboards, forecasting, and capacity planning models. You'll own onboarding success metrics including time-to-go-live, activation rates, CSAT, completion rates, utilization, and margins. You'll be the leader who can translate funnel metrics into corrective action and surface risks before they become problems.
• Leverage AI and Automation to Scale You'll identify opportunities to automate repetitive work, accelerate data migration and setup, and enhance self-service onboarding experiences. You'll leverage AI and emerging technologies to improve onboarding efficiency, customer experience, and internal team productivity.
• Partner Cross-Functionally You'll collaborate closely with Product and Engineering to influence roadmap priorities that reduce onboarding friction. You'll work with Sales, Customer Success, and Finance to ensure seamless handoffs and aligned expectations. You'll serve as the executive escalation point for onboarding challenges and strategic implementations.
• Develop Your People You'll build career paths, competency models, and development plans that enable team members to grow alongside the company. You'll establish clear expectations, success criteria, and feedback mechanisms to drive accountability. You'll actively mentor managers and senior ICs to raise the leadership bar, and you'll make the difficult decisions when necessary to ensure the team has the right skills for DoorLoop's next stage

Requirements

• Experienced and Battle-Tested You have 8+ years leading Professional Services, Implementation, or Onboarding teams in high-growth SaaS environments. You've built or scaled a services organization at a company between $20M–$100M ARR. You have a proven track record of owning and refining segment-based, repeatable onboarding processes that deliver fast time-to-value and high CSAT at scale, and you've meaningfully contributed to GRR improvements.
• A High-Velocity Operator You've operated in environments onboarding hundreds of new customers per month. You understand the intensity, the systems, and the discipline required to maintain quality at that pace.
• Technically Forward-Thinking You have proven experience leveraging AI, automation, or technology-driven approaches to improve customer experience and delivery efficiency. You don't just manage processes. You reimagine them.
• A Strong Operational Leader You've owned utilization, margins, forecasting, and performance metrics. You're highly data-driven, with the ability to diagnose issues and implement corrective action plans quickly in fast-moving environments.
• Cross-Functionally Excellent You've partnered across Sales, Customer Success, Product, and Finance. You lead distributed or remote teams effectively. Background in payments, accounting, fintech, or vertical SaaS is strongly preferred.
• The Kind of Leader People Follow You're a hands-on builder who thrives in fast-paced environments and enjoys scaling teams and systems from the ground up. You're customer-obsessed with high standards. You're collaborative, low-ego, and capable of driving alignment across teams without bureaucracy. You're comfortable in ambiguity and energized by growth-stage challenges.
• This Role Is Probably Not For You If... You've only run low-volume, white-glove implementations and haven't operated at scale. You think "process optimization" means writing documentation that nobody reads. You manage by spreadsheet but rarely listen to a customer call. You've led services teams but can't explain how your work moved retention or expansion metrics. You only thrive at two extremes: building from scratch or running a finished machine. This role lives in between, taking a strong foundation and making it exceptional. **You see AI and automation as someone else's problem to solve. You prefer a predictable, slow-moving environment where priorities don't shift. The idea of onboarding 500 customers a month makes you nervous rather than energized.

One last thing: we hire leaders who refuse to choose between strategy and execution. The kind who see the whole forest while planting the trees themselves. If that sounds exhausting, this isn't your role. If it sounds like Tuesday, let's talk.

Benefits

• Unlimited paid time off: take unlimited personal, sick, and vacation days.
• 401(k): plan for retirement with 4% matching and instant vesting.
• Medical, dental, and vision insurance: we offer full medical coverage for employees through United Healthcare and full dental and vision coverage through Guardian, with 25% coverage for dependents across all plans.
• Life insurance: $100,000 policy fully covered by DoorLoop.
• Disability insurance: short- and long-term disability insurance fully covered by DoorLoop.
• Paid parental leave: paid maternity and paternity leave for birth and adoption.
• Best-in-class equipment: Get a company laptop and all the top-tier tools to set you up for success.

Compensation Range

The salary range for this position is a base salary of $175k-200k + 20% bonus. This range represents the base salary the company is prepared to offer for this role, aligned with market data and our internal compensation practices. A candidate’s placement within this range will depend on their experience, qualifications, and location.

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