Director of Onboarding/Professional Services

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Director of Onboarding/Professional ServicesFull-timeDepartment: Professional ServicesCompany DescriptionINNERGY 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.What truly sets INNERGY apart is our people. Founded in 2016, we are a globally distributed team of 200 plus professionals united by deep software expertise and a shared passion for solving meaningful, real world problems. We value collaboration, creativity, and ownership, and we are intentional about building not only powerful products, but also a culture where people feel supported, heard, and inspired to do their best work.With strong momentum and the recent acquisition of Microvellum, a trusted leader in design to manufacturing solutions for the woodworking industry, INNERGY is entering an exciting new phase of growth. This combination expands our capabilities, deepens our industry impact, and accelerates our vision of delivering a truly connected, end to end platform for custom manufacturers.As we scale thoughtfully and bring together top talent and new perspectives, this is a unique opportunity to join a company where your work will have visible impact, your ideas will help shape decisions, and your contributions will play a meaningful role in defining the future of a fast evolving product, team, and industry.Job DescriptionThe 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.What you'll doLead and develop Onboarding and Professional Services managers, consultants, and implementation specialists. Great teams don't happen by accident.Own the numbers that matter: implementation delivery, utilization, customer satisfaction, and time-to-value.Build the machine, not just run it. Establish scalable methodologies, playbooks, and project governance.Put AI and automation to work so your team spends time on customers, not busywork.Partner with Customer Success so the handoff after go-live feels seamless, never like a dropped baton.Bring customer feedback to Product and Engineering with the weight it deserves, and get implementation improvements prioritized.Forecast services capacity and staffing before it becomes a fire drill.Manage services revenue, utilization, project profitability, and resource planning like the P&L owner you are.Develop KPIs and executive reporting that tell the real story of implementation health and customer outcomes.Set the tone: high-performance, customer-first, no exceptions.Qualifications8+ 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.Additional InformationAccessibility & Work EnvironmentINNERGY is committed to providing an inclusive and accessible work environment. We support reasonable workplace adjustments for individuals with disability in accordance with applicable Australian...