Director of Implementation

RoadSync

Director of Implementation leading onboarding and activation for new customers at RoadSync. Streamlining payment processes in logistics with innovative financial solutions.

Posted 5/12/2026full-timeAtlanta • 🇺🇸 United StatesLead💰 $140,000 - $160,000 per yearWebsite

About the role

Key responsibilities & impact

Own the end-to-end onboarding process from deal close through first transaction, driving toward strong in-month onboarding completion.
Accelerate time-to-transact by removing blockers, sequencing implementation steps effectively, and holding the team accountable to activation milestones.
Drive activation by ensuring customers complete configuration, training, and initial live transactions early in the post-kickoff window.
Ensure the team validates business requirements upfront so implementations are scoped correctly and set up for early success.
Drive ramp-up achievement by monitoring velocity weekly and intervening early when customers fall behind expected transaction-volume curves.
Own revenue- and margin-driving feature attach rates, ensuring hardware and special promotions deliver measurable ROI.
Develop and execute playbooks that move customers from basic setup to full-platform utilization, defining success as active product usage rather than technical completion.
Maintain at-risk revenue at healthy levels within the implementation portfolio through proactive health monitoring and early intervention.
Manage the Implementation-to-Account Management handoff, ensuring customers transition with a solid foundation: active transactions, feature adoption, and a clear success trajectory.
Lead, coach, and develop a team of Implementation Managers, ensuring each team member meets their KPIs/SLAs with a clear understanding of what to do and how to execute.
Provide regular, proactive updates to leadership throughout the week on onboarding progress, at-risk accounts, and team performance.

Requirements

What you’ll need

3–5 years of experience in customer success, implementation, or onboarding management within a SaaS or payments technology environment.
2+ years of direct people management experience, with a demonstrated track record of coaching individual contributors to exceed performance targets.
Experience owning end-to-end onboarding or implementation funnels, with accountability for time-to-value, activation, and early-retention metrics.
Strong analytical skills with the ability to inspect data, identify at-risk accounts, and translate metrics into coaching actions.
Proficiency with CRM platforms (HubSpot strongly preferred) for pipeline management, customer health tracking, and reporting.
Excellent cross-functional communication skills—comfortable presenting to executives, partnering with Product and Engineering, and translating customer patterns into actionable feedback.

Benefits

Comp & perks

Competitive compensation package and company equity awarded on day 1!
RoadSync employees enjoy three weeks (15 working days) of PTO annually
Medical, dental, and vision benefits - premiums paid for employees
Exposure to the inner workings of a growing company, including open, transparent communication within our team.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

onboarding managementimplementation managementdata analysisperformance coachingcustomer health trackingpipeline managementactivation metricsretention metricsfeature adoptionROI measurement

Soft Skills

leadershipteam developmentcross-functional communicationaccountabilityproactive updatesproblem-solvingcoachinginterventionpresentation skillscustomer success orientation