[Hiring] Director of Implementation @GoCanvas

Role Description

The Director of Implementation is responsible for setting the vision and leading the strategy, execution, and continuous improvement of the customer implementation experience. This leader ensures new customers move seamlessly from initial sale through full adoption and integration, driving time to value (TTV), product adoption, and long-term customer success. The role requires cross-functional collaboration, team leadership, data-driven optimization, and a relentless focus on delivering an exceptional customer experience across all implementation touchpoints.

Your Most Important Initiatives

• Strategic Leadership
  • Set the overall vision and strategic plan for the implementation organization, ensuring efficient, scalable, and high-quality implementation experiences for all customer segments.
  • Develop and execute implementation strategies that accelerate time to value, maximize product adoption, and foster long-term customer relationships.
• Team Management
  • Build, lead, and inspire a high-performing implementation team, including managers and specialists, across multiple geographies as needed.
  • Recruit, coach, and develop team members to deliver on goals and maintain high engagement and performance.
• Process Optimization
  • Oversee the entire implementation journey, from initial customer interaction through to full product adoption and integration.
  • Design, document, and optimize implementation processes, leveraging analytics, automation, and AI-driven tools to improve efficiency and outcomes.
  • Lead data migration and technical implementation efforts, ensuring seamless transitions for customers.
• Cross-Functional Collaboration
  • Work closely with Sales, Product, Engineering, Customer Success, and Support teams to ensure a smooth handoff and consistent implementation methodology.
  • Gather and act on customer feedback to continuously refine implementation practices.
• Customer Experience
  • Ensure every stage of implementation delivers exceptional customer experience, laying the foundation for high satisfaction and retention.
  • Address escalated client issues with urgency and orchestrate resources to resolve complex implementation challenges.
• Metrics & Reporting
  • Define, track, and report on key implementation metrics (e.g., time to value, product adoption rates, customer satisfaction) to executive leadership.
  • Use data and insights to drive continuous improvement and demonstrate implementation impact on business outcomes.
• Professional Services & Revenue
  • Develop and manage value-added professional services (e.g., paid implementation, custom configurations) to support complex implementation needs and drive additional value for customers.

Qualifications

• Bachelor’s degree in a relevant field (Computer Science, Engineering, Business, or related discipline) is a plus.
• 7+ years of experience in technical solutions, professional services, or a related customer-facing role, with at least 3 years in a leadership or management capacity.
• Proven track record of managing and delivering complex technical projects and solutions in a fast-paced environment.
• Strong technical acumen, with experience in software implementation methodologies, analytics, integrations, and relevant tools (e.g., CRM systems, workflow automation platforms).
• Exceptional project management, organizational, and problem-solving skills.
• Excellent communication, interpersonal, and stakeholder management abilities.
• Demonstrated ability to build, lead, and motivate cross-functional teams.
• Commitment to customer success, continuous improvement, and operational excellence.

Benefits

• Health insurance (medical, dental & vision).
• Life insurance.
• 401(k) & paid time off.
• The expected base salary for this position is $192,300 CAD.

Company Description

SiteDocs, a GoCanvas company, is a leading provider of digital safety management software, trusted by thousands of teams to modernize and simplify workplace health and safety across construction, engineering, infrastructure, logistics, and beyond.

SiteDocs is part of the Nemetschek Group — a publicly traded European software company with a multi-billion-euro market capitalisation.