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Chartbeat, Inc.

Director, Customer Implementation & Training

Remote

AI overview

Lead the Technical Services organization to enhance customer implementation and training experiences across Chartbeat and Tubular, ensuring effective product education.
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.

Perks & Benefits Extracted with AI

  • Flexible Work Hours: Flexible work hours
  • Health Insurance: Comprehensive Health, Dental, and Vision Insurance
  • Home Office Stipend: Phone and internet stipend
  • Annual company event: Annual In-Person Event
  • Paid Parental Leave: Fully Paid Parental Leave - 18 weeks for birthing parents, 12 weeks for non-birthing parents
  • Paid Time Off: Unlimited PTO
  • Wellness Stipend: Wellness, learning, and coworking reimbursements
Chartbeat, Inc.

Tubular and Lineup have partnered with Chartbeat to help you grow reach and revenue for your content.    Chartbeat’s (www.chartbeat.com) mission is to help content creators around the world better connect with their audiences.    In 2023, Chartbeat joined forces with Tubular, the leader in global social video intelligence and measurement, and Lineup Systems, the leading global provider of media sales technology. Together, we’re expanding the ecosystem of insights we provide to enterprise content creators who are developing audiences and revenue streams across channels. We now serve more than 1,000 brands globally, including The New York Times, the BBC, ESPN, Gannett, Vox, BuzzFeed, Paramount, WB, Mediahuis, Hearst, McClatchy, and GQ.    You'll be joining a diverse group of focused, hard-working, people who are passionate about doing work that's challenging and fun—and who strive to maintain a healthy work/life balance.

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Salary
$170,000 – $180,000 per year
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