VP - Customer Implementation & Onboarding

Inside Real Estate is a fast-growing, independently-owned real estate software firm that serves as a trusted technology partner to over 500,000 top brokerages, agents, and teams. Their branded portfolio, BoldTrail, includes BoldTrail (Front Office), BoldTrail BackOffice and BoldTrail Recruit, solutions that create a complete tech ecosystem for clients, and deliver seamless end-to-end operations to scale success at any level. With an accomplished leadership team and its talented staff, Inside Real Estate brings the resources, scale, and vision to deliver ongoing innovation and success to their growing customer base.

The Vice President of Implementations is a senior leader responsible for the strategy, execution, scalability, and continuous improvement of all customer onboarding and implementation functions, including Implementation Operations.

This role owns the end-to-end transition from Sales through go-live and early lifecycle success, ensuring customers are deployed efficiently, professionally, and positioned for long-term value and retention. The VP partners closely with Executive Leadership, Product, Sales, Customer Success, and Engineering to drive operational excellence, accelerate time-to-value, and deliver a world-class implementation experience.

Responsibilities

Strategic Leadership & Operational Excellence

• Own the company’s implementation vision, strategy, and operating model to support scalable growth and provide exceptional customer experiences
• Lead and continuously optimize all implementation and onboarding to improve speed, quality, and customer satisfaction
• Establish KPIs, dashboards, and executive reporting across deployment performance, capacity planning, efficiency, and customer outcomes
• Drive process standardization, automation, and tool adoption to create predictable, high-velocity implementations
• Forecast resource needs and align staffing plans to company growth objectives

Customer Deployment & Lifecycle Impact

• Oversee the full handoff from Sales to Implementation to Account Management ensuring seamless customer experience
• Reduce time-to-live, improve activation success, and proactively mitigate churn risk during onboarding
• Serve as executive owner for complex implementations and customer escalations
• Partner with Customer Success and Retention teams to drive long-term account health beginning at deployment
• Drive automation of VSMB/SMB implementations process to scale while utilizing human capital to deliver a white glove implementation experience for larger customers

People Leadership & Organizational Development

• Build, scale, and mentor high-performing implementation , onboarding and leadership teams
• Establish performance management frameworks, coaching culture, and clear accountability across teams
• Lead hiring strategy and talent development to support operational growth
• Empower managers with metrics, tools, and process ownership to drive continuous improvement

Cross-Functional & Executive Collaboration

• Act as the executive liaison between Implementation, Product, Engineering, Sales, Customer Success, and Support
• Align deployment priorities with product roadmap, system enhancements, and integration timelines
• Identify systemic challenges and partner across departments to eliminate friction points
• Influence company-wide operational strategy and customer experience initiatives

Success Metrics

• Time-to-live / implementation cycle time
• Customer onboarding CSAT & activation success
• Retention performance tied to onboarding quality
• Operational efficiency and cost per implementation
• Team productivity and scalability

Skills & Qualifications

• 8–12+ years of leadership experience in SaaS operations, implementations, onboarding, or customer delivery
• Proven ability to scale operational teams in high-growth environments
• Strong executive presence with experience influencing cross-functional leadership
• Data-driven operator with expertise in KPIs, dashboards, and performance management
• Process transformation and automation mindset
• Experience in SaaS, technology platforms, or complex implementations strongly preferred

We offer a competitive total rewards package including:

• Competitive salary
• 3 Medical plans to choose from - 1 PPO and 2 HDHPs
• 2 Dental plans to choose from
• Vision
• HSA - company-funded
• FSAs - healthcare, limited purpose, dependent care
• Short-Term Disability - company-paid
• Long-Term Disability - company-paid
• Basic Employee Life Insurance - company-paid
• Voluntary Dependent Life Insurance
• Voluntary Accident Insurance
• Voluntary Critical Illness
• Voluntary Hospital Indemnity
• Legal Plan
• ID Protection
• Pet Insurance
• 401(k) Retirement Savings with company match
• Paid PTO/Vacation/Sick Time
• 11 company-recognized holidays
• Company-paid Parental/Disability Leave

In addition, at IRE, we focus on driving top results providing:

• Opportunities to grow within our company;
• Potential to work in a remote setting;
• Exciting/energetic work environment and fun, creative culture.

IRE EEO Statement - We believe that the unique contributions of all Insiders are the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experiences we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, marital, veteran, or disability status.