Head of Implementation in London

We're a high-growth HR tech company building and selling software that helps in-house recruitment teams attract, hire, and onboard the right talent. Today, we have a strong foundation in place, with a mature product, rapid growth, strong product-market fit, and happy customers.

Implementation has sat within our broader CS function and our CS leaders have done a great job. But as we scale, we've reached the point where it needs dedicated leadership of its own. The reality is that implementing Pinpoint is genuinely complex work. Our customers range from fast-growing SMBs who are live in days to enterprise organisations with integrations, data migrations, and multiple stakeholders to manage across a months-long process. The variability is real, the customer-side dynamics are demanding, and getting it right consistently across both regions, at increasing volume, requires someone whose entire focus is exactly that.

We are looking for someone who has done this before. Someone who has owned an implementation function at a B2B SaaS company, built the processes from the ground up, and knows what good looks like when your customers aren't enterprise giants with unlimited patience for complexity. Someone who leads from the front, moves fast, and isn't precious about how things have always been done.

The fine print (but way more exciting): This is a remote role based in the UK or US (EST only), managing a team of 6 across both regions, with approximately 15% travel for customer and team visits. You'll work closely with our VP of Sales, Head of Technical Success, and our Heads of Customer Success in both the UK and US. Implementation sits at the centre of a tight commercial and delivery structure and the relationships you build across those teams will matter.

Implementation here is a cost centre, not a revenue line. We're not building a professional services function with its own P&L. The measure of success is the quality and consistency of customer outcomes, not what the function invoices. Our product is a configurable, platform-style ATS serving multiple personas, with monthly releases. Supporting customers requires navigating workflows, configuration, integrations, and ongoing change.

Our values actually matter here. We hire people who reflect them in how they work, collaborate, and make decisions.

About the Role:

• Own implementation globally, UK and US teams, end-to-end, with full accountability for outcomes.
• Lead, develop, and formally manage the implementation team, setting standards, running one-to-ones, developing careers, and building a team with a clear identity and a high bar.
• Own the sales-to-implementation handoff, working closely with our VP of Sales to ensure what gets promised before a customer signs reflects what we can deliver, and that the right groundwork is laid before implementation begins.
• Drive the continuous improvement of the function: playbooks, documented processes, consistent handoffs, and defined success milestones for every customer tier.
• Define what good implementation looks like at each customer tier, including whether and how the current model needs to change, and build the business case for it.
• Define and own the metrics that demonstrate the return on investment of the implementation function (we currently track average implementation duration by customer tier and active implementation volume).
• Be a credible, visible presence in customer and prospect conversations at a senior level, someone who can walk into a room, make confident calls, and inspire confidence in how we work.

About You:

• Owned an implementation function before. Not participated in one, not managed projects within one. Accountable for outcomes, built processes, and formally managed a team.
• Experienced in fast-growing environments where volume, pace, and limited resource were the reality. Not someone whose background is primarily in businesses where implementation is a revenue line and headcount or billing solves the problem.
• Comfortable building structure where little existed before, or materially transforming one that had stalled. Playbooks, processes, operating rhythms created or overhauled from scratch, not inherited and left unchanged.
• Experienced across the full B2B SaaS customer range, SMB, mid-market, and enterprise. Understands what customers at different price points expect, how their internal dynamics differ, and how to calibrate accordingly. Not someone who has only ever operated in one environment.
• Technically credible. Able to hold a real conversation about configuration, data migration, and integrations without a translator. Comfortable working alongside a technical success team to get things done without needing to own everything directly.
• A doer first. Especially in the early months, in the work: on customer calls, reviewing playbooks, debugging what's broken, leading from the front. Doesn't wait for others to build things they could build themselves.
• Fast-moving and proactively responsive. Not as a preference, as a baseline.
• Confident working across commercial teams. Understands the sales cycle, knows what a good handoff looks like, and willing to push back internally when commitments are being made that will create downstream problems.
• A strong people manager. Develops the team, gives clear feedback, holds a high bar, and creates the kind of clarity and structure that lets people do their best work.
• Genuinely AI-forward. Actively experimenting with new tools, genuinely curious about what they make possible.
• Familiar with HR tech or ATS environments, a genuine advantage in this role.
• Comfortable with approximately 15% travel across the UK and US for customer visits, team time, and key internal moments.