Director, Implementation & Professional Services

About the Role

ROLLER builds the software that runs the world's most memorable venues: trampoline parks, water parks, zoos, wake parks, museums, and family entertainment centers across the US, UK, and Australia. We're growing fast, backed by top-tier investors, and still early enough in our journey that the people who join now will shape what comes next.

As Director, Implementation & Professional Services, you'll take the reins of a strong, high-performing team across AMER, EMEA, and APAC, owning how every new ROLLER customer goes from signed contract to fully live, trained, and set up to succeed. You'll also build the professional services programs that help them run their business more profitably long after go-live.

This is a function we treat as a genuine growth lever where your team's impact shows up directly in new and expansion revenue, not just satisfaction scores. You'll report to the CRO and help shape the decisions that determine how ROLLER grows its customer base globally.

That means a capable team already in place, a mandate to build rather than maintain, and the latitude to define what best-in-class implementation and professional services look like for a company still writing its own playbook.

Based in Austin, you'll work from our office three days a week with two flexible remote days, giving you valuable in-person time with your team and cross-functional partners without losing the autonomy experienced leaders expect. If you're drawn to global leadership scope, a growth-stage company where your fingerprints will be on the outcome, and an industry built around genuinely fun customer experiences, we want to hear from you.

What You'll Do

• Strategy: Develop and execute a strategy for the customer training & implementation organization, aligning with the overall company objectives.
• Process Design: Design and implement efficient and scalable processes to not only implement ROLLER, but train technical and non-technical users on how to use, manage and maintain the ROLLER platform.
• Ongoing Customer Training: Create ongoing training programs that help to drive future product adoption and deflect support tickets.
• Professional Services: Evolve ROLLER's Professional Services practice from its current early-stage foundation into a scaled, mature function as we grow, owning the playbooks that guide customers in designing high-performing guest-facing programs, pricing models, and operations that maximize revenue.
• Continuous Improvement: Data-backed and technology enabled approach to identifying and proactively addressing challenges in team operations, efficiencies, and program execution.
• Develop a Performance Based Culture: Drive a culture of execution and speed to deployment, while maintaining the highest level of quality and customer service.
• Customer Experience Optimization: Drive segment-specific initiatives that enhance the overall customer experience that exceeds expectations of SMB, Mid-Market, and Enterprise clients.
• Role-Specific Expertise: Develop a team of both technical and training experts through hiring, role definement, and ongoing training of the team to ensure they are the most knowledgeable resources in ROLLER.
• Cross-Functional Collaboration: Collaborate with other department leaders to ensure a seamless flow of information and feedback
• Product Alignment: Establish a process with the Product Organization to provide feedback from implementation engagements and also ensure your team are enabled, and processes are up to date on all new features in the roadmap.
• Metrics and Reporting: Establish key performance indicators (KPIs) and regularly report on the performance of the support organization, identifying areas for improvement.

About You

You are an entrepreneurial and innovative leader with a proven track record of success in customer success, or onboarding operations. With a minimum of 10 years of implementation or onboarding experience, including at least 5 years in a leadership role overseeing customer success or onboarding organizations, you bring a wealth of knowledge to the table.

Your strategic mindset allows you to develop and execute a vision for the customer training and implementation organization that aligns seamlessly with the overall company objectives. Your expertise lies in designing and implementing efficient processes to address both technical and non-technical customer profiles.

• You bring 10+ years of customer success, customer support and /or onboarding experience.
• 5+ years in a people leadership role overseeing global customer success organizations.
• Proven track record of designing and implementing onboarding and implementation processes for technical products.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Experience in developing customer facing training programs.

Perks!

• You get to work on a category-leading product that customers love in a fun, high-growth industry - check our Capterra and G2 reviews.
• Team member Assistance Program to proactively support our team's health and wellbeing - access to coaching, education modules, weekly webinars, and more.
• Office located in Austin's vibrant East Side
• 16 weeks paid Parental Leave for primary carers and 4 weeks paid Parental Leave for secondary carers
• Work with a driven, fun, and switched-on team that likes to raise the bar in all we do.