Director, Implementation & Onboarding Excellence

United States Digital Space LLC; United States; Remote; USD 98,000 - 115,000; Full time

Benefits offered by this job

Medical benefits (including dental and

Vision coverage

Equity in stock options

Tech allowance

Flexible vacation and sick days

Job summary

United States Digital Space LLC is seeking a senior leader to run an Implementation team focused on cannabis operators. You will coach strategists, manage onboarding, and collaborate across Sales, Support, CS, and Product to deliver a best-in-class SaaS experience.

You will drive go-lives and CSAT metrics, own bandwidth, and foster a customer-first culture with data-driven decisions. Prior cannabis retail experience is preferred and a strong leadership track record is essential.

Qualifications

• Proven experience managing large teams toward volume-based metrics.
• Hands-on experience with retail platforms.
• Retail cannabis experience preferred.
• Strong client-facing skills and ability to build trust with clients.
• Proven leadership with ability to inspire and motivate teams.
• Clear, empathetic communicator with open feedback across teams.
• Analytical, first-principles thinker focused on rapid outcomes.

Responsibilities

• Manage, coach, and inspire a team of Implementation Strategists to drive measurable outcomes.
• Own team metrics: go-lives, CSAT, and time to go-live.
• Support clients directly during onboarding to ensure high-impact experiences.
• Allocate accounts and manage bandwidth to balance workload and client needs.
• Refine processes to improve operational efficiency in implementation.
• Collaborate with Sales, Support, CS, and Product to optimize the client lifecycle.
• Shape and scale the Implementation team with strategic initiatives.
• Hold the team accountable to company-aligned goals.

Skills

Team leadership

Retail platforms

Cannabis experience

Client relationships

People development

Communication

Analytical thinking

Job description

United States Digital Space LLC is seeking a senior leader to run an Implementation team focused on cannabis operators. You will coach strategists, manage onboarding, and collaborate across Sales, Support, CS, and Product to deliver a best-in-class SaaS experience.

You will drive go-lives and CSAT metrics, own bandwidth, and foster a customer-first culture with data-driven decisions. Prior cannabis retail experience is preferred and a strong leadership track record is essential.