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About the Role

The Director of Onboarding & Professional Services leads the customer journey from contract signature to go-live, ensuring every implementation delivers on the promise of the sale. This leader oversees implementation teams, drives on-time and on-budget project delivery, and creates raving fans through exceptional customer experiences. Partnering closely with Sales, Customer Success, Product, Support, and Engineering, they will build and scale a high-performing Professional Services organization while maintaining a relentless customer-first mindset.

Responsibilities

Lead and develop Onboarding and Professional Services managers, consultants, and implementation specialists.
Own implementation delivery, utilization, customer satisfaction, and time-to-value.
Establish scalable methodologies, playbooks, and project governance.
Implement AI and automation to streamline team tasks.
Partner with Customer Success for seamless post-go-live transitions.
Convey customer feedback to Product and Engineering for prioritization of implementation improvements.
Forecast services capacity and staffing needs.
Manage services revenue, utilization, project profitability, and resource planning.
Develop KPIs and executive reporting on implementation health and customer outcomes.
Set a high-performance, customer-first tone for the team.

Requirements

8+ years leading Professional Services, Implementation, Onboarding, or Customer Success teams in B2B SaaS.
Experience managing leaders and multi-disciplinary implementation teams.
ERP, manufacturing, construction, CAD/CAM, or enterprise software experience preferred.
Strong operational leadership, project management, and financial acumen.
Proven success scaling implementation organizations.
Experience with CRM, PSA, project management, and customer success platforms.

Location

Remote (U.S.)

Work Type

Remote
Computer-based

Experience Level

8+ years leadership experience

About the Company

INNERGY is transforming the woodworking industry with purpose-built, cloud-based ERP software designed exclusively for custom manufacturers.
Our platform helps businesses operate smarter, faster, and more efficiently while seamlessly connecting design, production, and delivery for teams creating architectural millwork, cabinetry, and casework.
Founded in 2016, INNERGY is a globally distributed team of over 200 professionals with deep software expertise and a passion for solving real-world problems.
We value collaboration, creativity, and ownership, fostering a culture where people feel supported, heard, and inspired.
With the recent acquisition of Microvellum, INNERGY is entering a new phase of growth, expanding capabilities and accelerating the vision of a connected, end-to-end platform for custom manufacturers.
This is an opportunity to join a company where your work has visible impact and your contributions shape the future of a fast-evolving product, team, and industry.

Equal Opportunity

INNERGY is an Equal Opportunity Employer that values diversity at every level of the organization.
We are committed to creating a workplace free from discrimination and harassment.
All qualified applicants will be considered without regard to race, color, religion, sex, age, sexual orientation, pregnancy, gender identity or expression, national origin, disability, veteran status, or any other protected characteristic under applicable law.