VP, Implementation Services

Role Description

zerohash is standing up a dedicated Implementation Services function, and we're seeking a dynamic leader to build and scale it. This is a senior leadership role reporting to the Chief Revenue Officer, responsible for a critical part of the zerohash customer journey by ensuring a world class experience whilst accelerating time to value for all parties.

This is a builder role, you will be hands-on: personally project managing and implementing our most complex and strategic customer, while simultaneously designing the systems, processes, methodology, tooling, and organizational structure to scale globally. You'll need the judgment and gravitas of an executive, the discipline of a world-class project manager, and the drive it takes to see complex projects from kick off to go-live.

Responsibilities

• Personally own project management and hands-on implementations for zerohash's most strategic and complex customer projects across banks, brokerages, exchanges, fintechs, PSPs, and marketplaces.
• Serve as the single point of accountability for implementation timelines, scope, risk and quality service delivery, coordinating closely with Product, Engineering, Compliance, and Sales.
• Take existing, shared implementation and onboarding services and build out a dedicated function and team including; systems, processes and methodology from the ground up, project plans, RAID logs, partner-facing onboarding guides, status reporting cadences, and escalation paths.
• Define and instrument the metrics that will govern this function going forward: time-to-launch, implementation cost, billable utilization rates, customer satisfaction, and escalation rate.
• Feed real-time signals from live implementations back into Sales and Product, scoping accuracy, deal structuring, and roadmap priorities for continuous improvement.
• Collaborate cross functionally with Product to ensure key product dependencies are shipped on time in-line with project plan critical paths, help scope new features and capabilities discovered during implementations whilst managing customer expectations and revenue deliverables.
• Work with Sales and Solution Engineers during the sales process to communicate to customers the methodical and highly calibrated implementation roadmap and plan to accelerate time to value.
• Design a best-in-class org structure for a global Implementation Services team; capacity, regional coverage, roles and responsibilities and build the hiring plan to get there.
• Attract, hire, and develop world-class implementation and project management talent.
• Establish a tiered engagement model (e.g., white-glove vs. standardized implementation tracks) matched to partner complexity and strategic value.
• Build the repeatable processes, tooling, and knowledge management that let the function support a rapidly growing partner base without linear headcount growth.
• Own the function's budget, resourcing, and roadmap; report progress and risk to zerohash's executive leadership.
• Act as an executive escalation point for zerohash's most strategic partners, and represent Implementation Services in cross-functional, leadership forums and customer engagements.

Qualifications

• 10+ years of experience in project management, with a substantial track record leading complex, enterprise-grade implementations in financial services, fintech, payments, or enterprise technology.
• PMP, PgMP, or an equivalent project management certification.
• Direct experience implementing or onboarding regulated financial institutions (banks, broker-dealers, exchanges) or complex B2B fintech/payments integrations, in-depth understanding of the compliance, security, and risk considerations inherent to onboarding regulated entities.
• Proven experience building and scaling an implementation or professional services function from early stage, including hiring and developing globally distributed teams.
• Executive presence: a credible, senior voice with C-suite stakeholders with our customers and equally credible with zerohash's leadership team.
• World-class project management skills, with deep fluency across methodologies and tooling, and the judgment to know which approach a given implementation needs.
• Experience operating inside a high-growth, fast-scaling company, comfortable building the plane while flying it, without waiting for perfect systems to exist.
• An exceptional cross-functional collaborator, able to influence Product and Engineering roadmaps using direct feedback from live implementations.
• Deep appreciation and understanding of designing a high-quality customer journey with all functions including sales, compliance and operations to deliver time to value for all parties.
• Familiarity with embedded finance, digital assets/crypto, or regulated financial infrastructure / API platform operating a B2B2C model.

Benefits

• Healthcare Insurance: zerohash covers roughly 100% of employee premiums as well as a portion of spouse/children (U.S. only).
• Vision & Dental Insurance (U.S. only).
• Chance to earn equity.
• Maternity & Paternity leave (after 6 months).
• WeWork All Access Membership.
• WFH Yearly Stipend.
• L&D Yearly Stipend (after 6 months).