Swiftly · 2 days ago
Director of Implementation
United States
Full-time
Remote
Director/Executive
$165K/yr - $175K/yr
8+ years expSwiftly is a retail digital technology startup that empowers regional and independent grocers to compete in a digital-first world. The Director of Implementation will own the customer implementation experience, ensuring efficient onboarding and successful launches by leading the Implementation and Solutions Engineering team.
Ad NetworkAdvertisingAdvertising PlatformsData IntegrationDigital MarketingMarketing AutomationRetailRetail TechnologySaaS
No H1B
Responsibilities
Own the full lifecycle from contract signature, go live to handoff to customer success
Establish timelines, milestones, requirements, and risk plans for each account
Oversee all technical integrations (API, data feeds, TLOGs, CRM, GA, POS, mobile/web app deployment, etc.)
Run internal and external kickoff processes with structured project plans
Manage key retailer programs and steer the team with management of other retailer projects. Work with product, design, and professional services developers and technical program management to closely coordinate deliverables
Manage Implementation Managers, Project Managers, and Solutions/Technical resources
Build repeatable playbooks, templates, onboarding materials, and certification programs
Drive weekly pipeline + forecasting of all implementation work
Partner with Sales/sales engineering for scoping, deal hygiene, and readiness criteria
Partner with internal teams such as Product, Engineering, Support, etc. to ensure timely delivery of feature requests, bug fixes and support requests. Coordinate with Product/Engineering for feature gaps, technical issues, or roadmap escalations
Conduct postmortems with internal and external stakeholders to evaluate overall project performance. Lead root cause analysis discussion, formulate strategies for process improvement, and follow through
Align with CS to ensure a seamless post-launch transition
Coordinate QA checkpoints (data validation, app readiness, API tests)
Manage risk frameworks and escalation patterns
Own communication cadence with customers (weekly status, timelines, blockers)
Build / manage dashboards (time-to-value, NPS/CSAT, Launch phased completion), risk management
Track capacity planning, time tracking, workload distribution, and forecasting
Present trends, risks, and strategic recommendations to ELT
Other related duties as assigned
Qualification
Required
8–12+ years of experience in implementation, onboarding, professional services, or post-sales delivery roles within SaaS or technology organizations
3+ years of leadership experience
Proven experience implementing complex, multi-stakeholder solutions for enterprise customers
Proven ability to manage concurrent implementation projects successfully. Able to scale your function with project management tools
Strong understanding of post-sales motions and how implementation impacts retention, expansion, and customer health
Excellent executive communication and stakeholder management skills
This position is not eligible for visa sponsorship. Applicants must be authorized to work in the U.S. without the need for current or future sponsorship
Preferred
Experience scaling implementation processes in a high-growth environment
Background in Customer Success, Solutions Engineering, or Professional Services
Industry experience is SAAS, retail, or digital media
Deep Retail experience – POS integration a plus
Experience with implementation tooling (e.g., Asana, Onramp, Smartsheet, Monday, Jira/Confluence, Salesforce)
Familiarity with usage-based, managing complex technical implementations or platform-driven SaaS products
Company
Swiftly
Swiftly is a vertical SaaS + two-sided retail media marketplace uniting retailers and CPGs with data-driven engagement and closed-loop ROI.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$215.6MKey Investors
BRV Capital ManagementWormhole Capital
2022-09-19Series C· $100M
2022-03-08Series B· $100M
2019-09-10Seed· $15.6M
Leadership Team
Henry Kim
Co-Founder & CEO
Karen Ho
Co-Founder, Technical Fellow
Recent News
Destination CRM
2026-02-03
Retail Insight Network
2026-02-03
Company data provided by crunchbase