Director of Implementation

This is a senior strategic leadership role responsible for defining and scaling Factorials global implementation and onboarding model across all customer segments. As Director of Implementation you will own the end-to-end post-sale activation experience leading both the Onboarding and Project Management/PMO organizations to ensure customers achieve fast time-to-value strong adoption and long-term success.

You will oversee leaders across Onboarding and Project Management including the Head of PMO and the Head of Onboarding ensuring alignment consistency and operational excellence across all implementations from SMB to Enterprise.

Your work will have a direct impact on customer satisfaction retention expansion and NDR and will be critical to supporting Factorials continued rapid growth.

The role requires a rare combination of strategic vision operational rigor SaaS implementation expertise and people leadership along with deep cross-functional collaboration across Sales Product Engineering Finance and Customer Success.

Key Responsibilities

Strategic Leadership & Implementation Vision

• Define and own Factorials global implementation and onboarding strategy ensuring scalability across customer segments and geographies.
• Set the long-term vision for how customers are onboarded implemented and activated balancing speed quality and customization.
• Translate business objectives (growth NDR efficiency) into executional priorities for Onboarding and PMO teams.
• Act as a senior leader within Customer Experience contributing to org-wide strategy and planning.

Team Leadership & Org Design

• Lead and develop the leadership layer across Onboarding and Project Management including PMO and Onboarding Heads and Team Leads.
• Own org design capacity planning and headcount strategy for implementation teams at scale.
• Ensure strong performance management career paths coaching and succession planning across teams.
• Foster a high-performance customer-obsessed and collaborative culture aligned with Factorials values.

Onboarding & Delivery Excellence

• Own the end-to-end post-sale journey from deal handover through go-live and early adoption.

• Ensure consistent high-quality onboarding experiences across SMB Mid-Market and Enterprise customers.

• Oversee:

  • Pre-sales involvement and implementation scoping (where applicable).
  • Requirements gathering solution design and project planning.
  • Change management training and adoption strategies.

• Ensure onboarding duration retention and activation targets are consistently met or exceeded.

• Drive standardization where possible while enabling flexibility for complex and enterprise accounts.

PMO & Project Management Oversight

• Oversee the PMO function and its evolution ensuring best-in-class project management methodologies and governance.
• Ensure clear ownership risk management escalation paths and delivery accountability across all implementations.
• Align PMO frameworks with onboarding execution to eliminate friction handoff issues and inefficiencies.
• Support continuous improvement of playbooks tooling and delivery models.

Cross-Functional Collaboration

• Partner closely with Sales Account Management Product Engineering Support Finance and CXOps to ensure seamless customer transitions and aligned expectations.
• Act as the executive voice of Implementation in cross-functional initiatives roadmap discussions and strategic programs.
• Align implementation capacity and capabilities with revenue forecasts and go-to-market strategies.
• Collaborate with Product to feed onboarding and implementation insights into product improvements.

Performance Management & Continuous Improvement

• Define and own KPIs across implementation including:

  • Time-to-value and onboarding duration
  • Activation and adoption metrics
  • Customer satisfaction (CSAT/NPS)
  • Retention and early churn
  • Cost-to-serve and efficiency metrics

• Build dashboards and reporting for leadership visibility and data-driven decision-making.

• Lead continuous improvement initiatives across processes tools automation and AI adoption.

• Ensure implementation scales efficiently without sacrificing customer experience.

Requirements

• Proven experience in a senior leadership role overseeing implementation onboarding or professional services teams in a B2B SaaS environment.
• Strong background in SaaS onboarding enterprise implementations PMO or consulting.
• Demonstrated experience managing managers-of-managers and large teams (30 HC).
• Ability to operate both strategically and hands-on in a fast-paced high-growth environment.
• Strong understanding of customer success economics retention and time-to-value.
• Experience working cross-functionally with Sales Product and Engineering.
• Solid understanding of HR payroll workforce management or similar domains is a strong plus.
• Excellent stakeholder management communication and decision-making skills.
• Fluency in English and Spanish knowledge of other European languages is a plus.
• Experience with project management and onboarding tools (Jira Asana Gantt-based tools CRM integrations).
• Formal certifications are a plus (PMP Agile Scrum PRINCE2).

About Factorial

Factorial is an all-in-one HR Software company founded in 2016 and rapidly scaling globally. Our mission is to help SMEs automate HR workflows centralize people data and make better business decisions.

Our Values

• We own it We take responsibility for results and act proactively.
• We learn and teach We grow every day and elevate each other.
• We partner We trust collaborate and build together.
• We grow fast We move quickly learn from mistakes and iterate without fear.