Director of Implementation & Onboarding

Standard Metrics; San Francisco (CA); Remote; USD 115,000 - 145,000; Full time

Benefits offered by this job

Health and dental insurance

Flexible vacation

Paid parental leave

Complete transparency

Regular offsites

Job summary

Standard Metrics is building out its Deployment team to onboard and train new customers, ensuring they are positioned for success. You will become a trusted advisor for top VC/PE firms and startups, deeply understanding business goals to implement best practices and ensure a seamless onboarding experience.

You will own end-to-end deployment strategy, lead a growing Implementation team, and partner with Sales, CX, Product, and Data to align on priorities and drive value for customers in a

Qualifications

• 7+ years in implementation, professional services, or customer onboarding.
• 2+ years leading a team or function.
• Ownership of a function's outcomes and metrics.
• Strong finance knowledge and VC portfolio reporting is a strong plus.
• Outstanding program and project management skills.
• Ability to influence cross-functionally across Customer Experience, Product, Engineering, and Data.
• Excellent communication, including presenting to executives.
• Builder mindset and comfort with ambiguity.
• Passion for technology, startups, entrepreneurship, and venture capital.

Responsibilities

• Own the Implementation function end to end: strategy, process, tooling, staffing, and results for every customer deployment.
• Build and lead the Implementation team, including hiring, coaching, and developing team members and setting clear goals and performance standards.
• Set, track, and report on the function's KPIs (time-to-value, on-time delivery, customer satisfaction, and resource utilization) and use them to drive continuous improvement.
• Design scalable, repeatable implementation playbooks, and leverage tooling to automate processes to drive efficiency.
• Serve as the lead point of contact and escalation owner for strategic and complex deployments, building trusted relationships with senior stakeholders at our customers.
• Partner with Sales, Customer Success, and Data teams to scope deals accurately pre-sale, define clear hand-offs, and ensure seamless transitions post-implementation.
• Own capacity planning and prioritization across a portfolio of concurrent deployments, balancing customer commitments with internal resources.
• Bring the voice of the customer to Product to inform roadmap.

Skills

Implementation

Team leadership

Program management

Cross-functional collaboration

Executive communication

Finance knowledge

Customer onboarding

Strategic thinking

Ambiguity tolerance

Job description

Standard Metrics is building out its Deployment team to onboard and train new customers, ensuring they are positioned for success. You will become a trusted advisor for top VC/PE firms and startups, deeply understanding business goals to implement best practices and ensure a seamless onboarding experience.

You will own end-to-end deployment strategy, lead a growing Implementation team, and partner with Sales, CX, Product, and Data to align on priorities and drive value for customers in a