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Director of Implementation (Customer Success, SaaS)
Interplay Learning
This job is no longer accepting applications
See open jobs at Interplay Learning.See open jobs similar to "Director of Implementation (Customer Success, SaaS)" Sierra Ventures.Customer Service, Sales & Business Development
United States · Remote
USD 140k-140k / year + Equity
Posted on Mar 22, 2025
Interplay Learning, the leader in immersive learning for the skilled trades, now includes Industrial Training International (ITI), the global leader in specialized industrial learning solutions.
Leveraging instructor-led training, online simulations, AI, and VR, Interplay helps organizations and educational institutions upskill faster, reduce risk, and increase operational readiness. With nearly 600,000 people trained, Interplay is shaping the future of workforce development, building better careers and better lives. Visit www.interplaylearning.com to learn more.
Awards & Recognition:
- 2024 Facilitiesnet Readers' Choice Award Winners for Software
- Forbes 2024, America's Best Startup Employers
- 2024 Fast Company Most Innovative Companies
- 2024 AHR Expo Innovation Awards Winners for Software
- Built-In, Best Midsize Places to Work In Austin 2023 & 2024
Position: Director of Implementation
As the Director of Implementation, you’ll manage a team who implements enterprise, strategic, and mid-market customers at Interplay Learning. You’ll work closely with Customer Success leadership to evolve and refine our onboarding and implementation experience.
You’ll build and leverage key cross-functional relationships across Marketing, Sales, Tech Support, and Product as you deliver an exceptional onboarding experience.
You’ll use metrics, customer feedback, and direct experience to help identify new initiatives and resources needed to better engage and support our customers. You are a self-starter, excellent communicator and project manager, and have a passion for working with customers in the skilled trades!
Why this position:
- Meaningful, impactful work
- Mission-driven company
- Career development in a dynamic, high growth environment
- Passionate, collaborative team
- Innovative product - EdTech, VR, AI
What you’ll do:
- Manage the implementation team, ensuring top customer service and delivery
- Partner with customers to understand program goals and metrics that matter, driving conversations around value from the start of the partnership
- Design new implementation processes for enterprise, strategic, and mid-tier customers and provide enablement resources and coaching for the implementation team to live into these processes.
- Develop project management systems to drive strategic relationships with customers, understanding Interplay’s role and impact on initiatives and projects.
- Understand customer goals and successfully manage their onboarding timeline and experience towards quick value creation.
- Collaborate with the Customer Success leadership team on client facing initiatives, product roll outs, and messaging,
- Collaborate across departments to ensure an effective onboarding experience, and facilitate problem-solving discussions and general work sessions to ensure all roadblocks are addressed and removed in a timely manner.
- Monitor metrics and feedback across customers to inform new customer initiatives and product opportunities
- Observe and implement opportunities and efficiencies that improve the customer experience throughout the lifecycle, especially focusing on the sales to CS hand-off and the implementation to account management hand-off.
- Determine what content and enablement resources are needed for customers to use for training and education to accelerate product adoption
Who you are:
- Well-versed in technology with the ability to learn new technologies quickly
- Demonstrated leadership experience in a team environment
- Strong at project and time management
- Able to drive toward clarity in ambiguous situations
- Effective and patient communicator
- Highly organized, ability to juggle multiple priorities
- Eager to learn and provide immediate impact
- Good judgment and ability to make decisions quickly and independently
- Curious and consultative, ability to navigate complex business and technical needs
Requirements:
- 5+ years experience within Implementation or as a Project Manager in a SaaS environment
- Experience working on strategic projects
- Experience speaking to diverse customer audiences and senior level executives
- Ability to learn new technologies quickly
- Experience working cross departmentally
- Consultative approach
Pay: up to $140k base salary + 10% bonus
Interplay Learning Ethos:
At Interplay, we love what we do. We embrace our daily challenge to push technological limits to invent better ways to make learning easier and training more powerful. We attract passionate people and invite spirited discourse. We celebrate that our jobs fit our lives, not the inverse. We are uncompromising in our belief that together: we can build better training, build better careers and build better lives for customers and our team.
Why you'll love working with us:
- Remote-first & flexible hours – Offices in Austin, TX; Deer Park, TX; Woodland, WA; and Cleveland, OH.
- Learning & growth – Annual learning reimbursement.
- Family-friendly policies – Support for work-life balance.
- Generous time off – 3 weeks PTO, 1 week Winter Break, holidays, and sick days.
- Comprehensive benefits – Medical, vision, dental, and 401(k) match.
- Equity – Private Company Equity Options
- Wellness – Mental and physical health resources and social events.
Join us and grow with a team that values you!
Diversity Statement
At Interplay Learning, diversity and inclusion are fundamental to who we are and how we operate our business. We’re building a diverse workforce that cultivates and supports all individuals for the betterment of each other, our company, and our customers. We believe a culture of equality creates a stronger work environment for all employees and that we are all accountable for encouraging and celebrating diverse voices. Interplay Learning commits to promote and recognize principles of fairness, equity, and social justice in relation to, and across, intersections of race, age, color, disability, faith, religion, ancestry, national origin, citizenship, sex, sexual orientation, social class, economic class, ethnicity, gender identity, gender expression, and all other identities represented among our diverse membership.
We strongly encourage people of color, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, and individuals with disabilities to apply. Interplay Learning is an equal opportunity employer and welcomes everyone to our team. If you need any reasonable accommodation at any point in the application or interview process, please let us know.
Equal Employment Opportunity
Interplay Learning is committed to providing equal employment opportunity (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, pregnancy, marital status, gender identity or expression, status as a veteran, or any other legally protected characteristic or activity in accordance with applicable federal, state and local laws.
As a federal contractor, Interplay Learning takes affirmative action to employ and advance employment of individuals with disabilities and protected veterans.
Interplay Learning does not discriminate against employees or applicants for discussing, disclosing, or inquiring about compensation.
Drug Testing & Background Testing
The company conducts background checks after extending offers of employment. These screenings are performed by third-party specialists. All roles require I-9 verification, E-Verify, a background check, and a drug and alcohol test. Additionally, depending on the position, candidates may undergo employment history verification, DMV record check, reference checks, education and credential verification, and a credit history review.
This job is no longer accepting applications
See open jobs at Interplay Learning.See open jobs similar to "Director of Implementation (Customer Success, SaaS)" Sierra Ventures.