Chartbeat Inc. is the parent company of Chartbeat, Tubular Labs, FatTail, and Lineup Systems. Together, we’re shaping the future of media strategy and revenue. Trusted by the world's top media brands, Chartbeat, Inc. combines analytics that power smarter audience strategies with revenue solutions that simplify ad operations and accelerate monetization.

Our mission is to help customers grow valuable media brands with their content. Join our diverse group of focused, hardworking professionals who are passionate about doing work that’s challenging and fun — and who strive to maintain a healthy work/life balance.

About the Role

We are looking for a Director of Customer Implementation & Training to lead our Technical Services organization. This role is responsible for owning and continuously improving the customer-facing technical implementation and training experience for the Chartbeat and Tubular product suites, ensuring customers receive expert guidance and practical product education at critical moments in their lifecycle.

Key Responsibilities

Customer Implementation Strategy & Execution

Own the end-to-end customer implementation experience, including pre-sale technical evaluations, proof-of-concept support, and post-sale onboarding
Ensure Implementation Engineers deliver high-quality, white-glove technical integration support to prospective and newly sold customers
Establish clear engagement models and handoffs between Sales, Technical Services, and Customer Success

Customer Training & Enablement

Oversee the delivery of tailored customer training programs designed to help clients effectively utilize Chartbeat products
Ensure training engagements align to customer goals, use cases, and stages of product maturity
Drive consistent product understanding and “aha” moments that reinforce customer value

Team Leadership & Development

Lead, coach, and develop a team of Implementation Engineers and Customer Training & Enablement Managers
Define clear role expectations, performance standards, and development paths across the team
Foster a culture of accountability, empathy, and continuous improvement

Process, Quality, and Scale

Design and maintain scalable implementation and training frameworks, documentation, and best practices
Identify gaps and inefficiencies in onboarding and training workflows and drive continuous improvement
Use delivery insights and customer feedback to refine programs and improve outcomes over time

Cross-Functional Collaboration

Partner closely with Customer Success to support strong post-onboarding adoption and retention
Collaborate with Sales on technical readiness during trials and early-stage customer engagements
Work with Product and Support to surface recurring implementation challenges and inform improvements

Qualifications

7–10+ years of experience in client-facing roles within a B2B SaaS environment: Technical Onboarding, Professional Services, Customer Training, Customer Experience or related fields
3-5+ years of experience managing client-facing technical or enablement teams
Direct experience supporting customers during both pre-sale technical evaluations and post-sale onboarding
Strong understanding of customer lifecycle touchpoints and onboarding best practices
Proven ability to design and scale delivery processes, programs, and standards
Excellent communication skills with the ability to engage both technical and non-technical stakeholders
Experience working with data, analytics, or technically complex SaaS products
Familiarity with proof-of-concept or trial-based sales motions
Experience operating in a growth-stage or post-merger environment

Benefits

Comprehensive Health, Dental, and Vision Insurance
401K with company match (100% of the first 3% and 50% of the next 2%)
Fully Paid Parental Leave - 18 weeks for birthing parents, 12 weeks for non-birthing parents
Phone and internet stipend
Wellness, learning, and coworking reimbursements
Flexible work hours
Unlimited PTO
11 paid holidays and December holiday closure
Annual In-Person Event
The compensation range for this position is $170,000-$180,000 annually

Diversity, Equity, and Inclusion Statement

At Chartbeat we strive to create and continually grow as a company where all employees are able to be their authentic selves. We are committed to recruiting, hiring, and retaining employees from different backgrounds, viewpoints, and experiences. Our strength is our diversity and we are dedicated to continuously reflect upon, and evolve our efforts to maintain a diverse, equitable and inclusive ecosystem.

Equal Opportunity Employment Statement

Chartbeat is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.

Chartbeat's CCPA disclosure notice can be found here.

Director, Customer Implementation & Training

TLDR

Customer Implementation Strategy & Execution

Customer Training & Enablement

Team Leadership & Development

Process, Quality, and Scale

Cross-Functional Collaboration

Benefits