VP of Customer Implementations, IgniteTech; Remote

Most professional services organizations are inefficient, reactive, and trapped in a linear headcount model. They grow by adding people, not by creating repeatable systems. TSIA reports that more than 60% of PS teams face ongoing margin pressure as operational complexity increases, and even fewer possess frameworks capable of adapting to AI-native delivery. These organizations devote most of their energy to crisis management rather than systematic improvement — and even after closing deals, Engineering gets overwhelmed with customer‑specific customization work.

Ignite Tech operates differently. Our professional services function is built AI‑first from the ground up. That means our foundation is automation, not labor. We are constructing a delivery model that functions like a product: efficient, consistent, and technology‑driven. Imagine fewer billable hours and more reusable components and deployment workflows that scale effortlessly. Our objective is to free Engineering to concentrate on core product development while we take full ownership of enterprise customer adoption, and we are willing to fundamentally rethink how that's achieved.

In this position, you will own customer implementations from scoping through adoption. You will create and enforce AI‑native delivery frameworks. You will develop and lead a team of top performers, not manage underperformers. And when escalations arise, you will methodically de‑escalate, address the underlying issue, and rebuild trust without destabilizing the process. You will represent our delivery organization externally, communicating with clarity, precision, and no excess.

You will treat implementations like product releases, not consulting engagements. If you are an operator who designs durable systems rather than relying on sheer effort, this is your opportunity.

We are creating something unprecedented, and we are seeking someone who has outgrown the conventional approach. If you are prepared to lead a next‑generation PS organization that scales like software, not services, we want to connect with you.

• Customer Implementations – Complete ownership of standardized customer onboarding and deployment workflows that accelerate time‑to‑value through AI‑first delivery approaches.
• Delivery Playbooks – Development, ongoing refinement, and consistent enforcement of repeatable implementation methodologies that raise execution standards across all teams.
• Team Enablement & Performance Management – Building high performance through focused coaching, data‑driven monitoring, and continuous process optimization that strengthens delivery reliability.
• Escalation & Retention Interventions – Directing structured resolution processes to quickly address implementation challenges and safeguard at‑risk customer relationships.

• Build a high‑performing, customer‑focused professional services organization that executes scalable, AI‑first implementations, allowing our engineering team to concentrate on product enhancement.

• A minimum of 3 years leading a professional services organization within a B2B software company.
• Direct experience managing customer escalations.
• Advanced proficiency with generative AI and demonstrated experience embedding AI tools and LLMs into professional services or delivery workflows.

World‑class talent. 100% global remote.

Ready to be a part of the top talent that Ignite Tech has curated from thousands of applicants throughout the world? Come join us.

Through our portfolio of leading enterprise software solutions, we ignite business performance for thousands of customers globally. We’re big believers in the remote‑work‑from‑anywhere lifestyle, which creates freedom for our team members and enables us to hire the best and brightest from around the world. A career with Ignite Tech is challenging and fast‑paced and we’re always looking for energetic and enthusiastic team members.

We’re an affirmative action and equal opportunity employer and we value the strength that diversity brings to our workplace.

There is so much to cover for this exciting role, and space here is limited. Hit the Apply button if you found this interesting and want to learn more. We look forward to meeting you!

This is a full‑time (40 hours per week), long‑term position. The position is immediately available and requires entering into an independent contractor agreement with Crossover as a Contractor of Record. The compensation level for this role is $100 USD/hour, which equates to $200,000 USD/year assuming 40 hours per week and 50 weeks per year. The payment period is weekly. Consult  for more details on this topic.