Director, Customer Implementation – Training
Chartbeat
full-time
Posted on:
Location Type: Remote
Location: Texas • United States
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Salary
💰 $170,000 - $180,000 per year
Job Level
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical onboardingcustomer trainingdelivery processesprogram designonboarding best practicesdata analyticsSaaS productsproof-of-concepttrial-based sales
Soft Skills
communicationcoachingteam developmentaccountabilityempathycontinuous improvementstakeholder engagement