Head of Implementation & Onboarding
About this role
Manage the transformation of how Supermetrics delivers customer onboarding and implementation at scale in an AI-native world.
We're looking for a Head of Implementation & Onboarding to join our Professional Services team in Helsinki, Dublin, Amsterdam or UK.
In this role, you will...
Transform onboarding and implementation from a manual, consultant-driven process into a scalable, AI-assisted delivery engine
Lead a global team of implementation specialists across EMEA, North America, and JAPAC
Implement AI-first, human-in-the-loop delivery models for both core onboarding and Supermetrics Activate implementations
Act as the bridge between strategy and execution, ensuring the new delivery model is integrated across the organization
Collaborate cross-functionally with Professional Services leadership, Product, Customer Success, and AI and automation specialists
Your day-to-day work and responsibilities include...
Embedding AI-assisted discovery, solution design, and implementation preparation into daily workflows
Standardizing onboarding and implementation workflows to promote reusability and consistency across projects and regions
Enabling the team to shift from manual execution to validation and oversight in an AI-assisted environment
Enforcing new delivery standards and preventing fallback to legacy manual processes
Establishing clear quality and validation checkpoints across all customer segments
Working closely with AI architects and leadership to translate strategy into operational execution
Ensuring smooth handoffs and effective customer activation in collaboration with Customer Success teams
This position is for you if you have...
Demonstrated experience leading Professional Services, implementation, or onboarding teams in a SaaS environment
Experience leading process transformation, standardization, or automation initiatives
Familiarity with AI, automation, or scalable delivery models - direct technical skills are not required
Experience working cross-fun