Senior Implementation Director — Enterprise Onboarding Leader

PermitFlow; New York (NY); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary

Equity

Medical, dental, vision

401(k)

Unlimited PTO

Home office stipend

Lunch & dinner provided

Commuter benefits

Job summary

PermitFlow is hiring a Senior Manager/Director of Implementation to build and lead the onboarding team from contract through the first 90 days and beyond. This in-person NYC role reports to the VP of Customer Success and will hire, mentor, and drive execution metrics for new customers.

The position combines people management with hands-on stewardship of complex enterprise launches, requiring oversight of escalations, account health, and cross-functional collaboration across Product, Ops, and CS.

Qualifications

• 4+ years managing an implementation, onboarding, or professional services team, including developing senior ICs or other managers.
• 8+ years in implementation, onboarding, or professional services.
• Proven track record scaling B2B SaaS onboarding teams through growth.

Responsibilities

• Coach Implementation Managers through complex enterprise launches, including escalations and at-risk accounts.
• Lead the highest-stakes launches and advocate for customers across Product, Ops, and CS.
• Run a tight operating cadence: 1:1s, pipeline reviews, account health reviews, post-mortems.
• Partner with Sales on handoffs, with CS on transition to ongoing ownership, and with Ops on delivery.
• Hire ahead of growth and ramp new IMs quickly to full ownership.
• Identify recurring launch friction patterns and codify improvements into playbooks.

Skills

Implementation leadership

B2B SaaS onboarding

Project management

Stakeholder management

Regulated environments

Written communication

Job description

PermitFlow is hiring a Senior Manager/Director of Implementation to build and lead the onboarding team from contract through the first 90 days and beyond. This in-person NYC role reports to the VP of Customer Success and will hire, mentor, and drive execution metrics for new customers.

The position combines people management with hands-on stewardship of complex enterprise launches, requiring oversight of escalations, account health, and cross-functional collaboration across Product, Ops, and CS.