[Hiring] Head of Implementation @Pinpoint

Role Description

Hi 👋 I'm Tom, CEO at Pinpoint. We're a high-growth HR tech company building and selling software that helps in-house recruitment teams attract, hire, and onboard the right talent. Today, we have a strong foundation in place, with a mature product, rapid growth, strong product-market fit, and happy customers.

Implementation has sat within our broader CS function and our CS leaders have done a great job. But as we scale, we've reached the point where it needs dedicated leadership of its own. The reality is that implementing Pinpoint is genuinely complex work. Our customers range from fast-growing SMBs who are live in days to enterprise organisations with integrations, data migrations, and multiple stakeholders to manage across a months-long process. The variability is real, the customer-side dynamics are demanding, and getting it right consistently across both regions, at increasing volume, requires someone whose entire focus is exactly that.

We are looking for someone who has done this before. Someone who has owned an implementation function at a B2B SaaS company, built the processes from the ground up, and knows what good looks like when your customers aren't enterprise giants with unlimited patience for complexity. Someone who leads from the front, moves fast, and isn't precious about how things have always been done.

The fine print (but way more exciting): This is a remote role based in the UK or US (EST only), managing a team of 6 across both regions, with approximately 15% travel for customer and team visits. You'll work closely with our VP of Sales, Head of Technical Success, and our Heads of Customer Success in both the UK and US. Implementation sits at the centre of a tight commercial and delivery structure and the relationships you build across those teams will matter.

Implementation here is a cost centre, not a revenue line. We're not building a professional services function with its own P&L. The measure of success is the quality and consistency of customer outcomes, not what the function invoices.

Our product is a configurable, platform-style ATS serving multiple personas, with monthly releases. Supporting customers requires navigating workflows, configuration, integrations, and ongoing change.

Our values actually matter here. We hire people who reflect them in how they work, collaborate, and make decisions.

Qualifications

• Owned an implementation function before, accountable for outcomes, built processes, and formally managed a team.
• Experienced in fast-growing environments where volume, pace, and limited resource were the reality.
• Comfortable building structure where little existed before, or materially transforming one that had stalled.
• Experienced across the full B2B SaaS customer range: SMB, mid-market, and enterprise.
• Technically credible, able to hold a real conversation about configuration, data migration, and integrations.
• A doer first, especially in the early months, leading from the front.
• Fast-moving and proactively responsive.
• Confident working across commercial teams, understands the sales cycle.
• A strong people manager, develops the team, gives clear feedback, and creates clarity and structure.
• Genuinely AI-forward, actively experimenting with new tools.
• Familiar with HR tech or ATS environments, a genuine advantage in this role.
• Comfortable with approximately 15% travel across the UK and US for customer visits, team time, and key internal moments.

Requirements

• Own implementation globally, UK and US teams, end-to-end, with full accountability for outcomes.
• Lead, develop, and formally manage the implementation team, setting standards, running one-to-ones, developing careers.
• Own the sales-to-implementation handoff, ensuring promises reflect deliverables.
• Drive the continuous improvement of the function: playbooks, documented processes, consistent handoffs, and defined success milestones.
• Define what good implementation looks like at each customer tier and build the business case for it.
• Define and own the metrics that demonstrate the return on investment of the implementation function.
• Be a credible, visible presence in customer and prospect conversations at a senior level.

Benefits

• Comprehensive healthcare – Excellent medical, dental, & vision coverage for you and your family.
• Unlimited holidays – Take the time you need to rest and recharge.
• Mental health support – Unlimited, immediate access to professional counseling via Spill.
• Retirement contributions – 401k or pension contributions depending on your location.
• Remote-first – Work where you’re most productive, with flexibility and trust as the default.
• Equity with real upside – Share in the long-term value you help create.
• Fully paid parental leave – Up to 16 weeks of paid leave for new parents.
• Learning budget – Annual funds for courses, books, or anything that supports your growth.