Director Implementation

Job Description

Job Description

Description

About Centerbase

At Centerbase, we empower mid-size law firms to run their practices more efficiently, profitably, and client-centrically. Our cloud-based legal practice management platform streamlines the entire client lifecycle from intake to billing to business intelligence, helping attorneys deliver exceptional service while achieving their growth goals.

We’re more than just a software provider—we’re a partner in transformation. With a focus on automation, flexibility, and continuous innovation, we give firms the tools to modernize operations, improve collaboration, and adapt to the evolving expectations of today’s clients and legal professionals. At Centerbase, we come to work every day committed to making legal work easier, smarter, and more impactful for the firms and communities we serve.

Everything we do is guided by four core values:

• Customer Centric
• Stronger Together
• Be the Difference
• Relentless Improvement

These values shape who we are: a dedicated, inventive, and passionate team committed to empowering law firms to achieve lasting growth and success.

Key Responsibilities

• Own our Blueprint implementation methodology:
  • Execute planned improvements and identify further opportunities to drive smooth, efficient engagements and enabling customers to successfully adopt Centerbase products. 
  • Define and roll out additional onboarding programs as Centerbase’s go-to-market offerings expand
  • Maintain playbooks, project plans, and other project artifacts to ensure consistent delivery 
• Maintain oversight of the portfolio of new and existing customer engagements and keep senior leadership informed 
• Own and manage customer escalations during implementation 
• Own governance and assist in execution of Partner implementations 
• Partner with Sales and Customer Success to ensure positive customer experiences and successful product adoption 
• Partner with Product and Engineering to continuously improve our product offerings and ease of implementation 
• Build and enhance internal data migration tooling, leveraging AI-driven approaches to streamline and simplify the migration and validation process 
• Enhance and expand our training offerings, including e-Learning/LMS content, live training and webinars, and Centerbase certification programs. 
• Build and develop a world-class team:
  • Develop Best Practices across the various onboarding teams, from scoping to delivery to tracking and reporting 
  • Hire, coach, and develop the individuals on the team, driving professional growth and engagement 
  • Serve as a leading voice advocating for customers internally, and represent Centerbase Leadership with customers. 
• Build and nurture executive relationships with customers 

Measures of Success 

• Successful go-lives / retention 
• Implementation timeline / time-to-value 
• Quality / rework 
• CSAT 

Requirements

Must have: 

• 5+ Progressive experience leading onboarding and implementation teams in B2B SaaS, including experience managing managers 
• Ability to travel periodically (10-20%)
• Experience introducing technology, including AI, to drive operational improvements 
• Experience leading Enterprise engagements

Preference for: 

• Domain experience in Legal Tech is ideal; domain experience in Billing, Accounting, or AP/AR software solutions is also beneficial 
• Customer Success or Professional Services experience is a plus 

Benefits

• Flexible PTO
• 2 Company-Wide Mental Health Days
• Parental Leave Programs
• 401(k) with Company Match
• Broad Equity Participation