Head of Implementation

About Canix

Canix is the leading cannabis ERP platform helping operators streamline cultivation, manufacturing, and distribution workflows. We’re backed by top investors and committed to building an industry-defining product that delights customers and drives operational efficiency.

Role Overview

We’re seeking a seasoned Head of Implementation to own our customer on-boarding and implementation function. This role is really unusual because it’s part of the Product organization at Canix; we are intensely Product focused, as a Company, and Implementation plays a critical role in our Product org.

You’ll partner closely with Product to design and execute scalable implementation processes—and get hands-on when needed to keep customers moving. Your deep obsession with metrics and first-principles thinking will enable Canix to continuously shrink time-to-value and boost customer satisfaction.

What You’ll Do

Own Implementation Strategy & Execution

• Define and continuously optimize the end-to-end implementation playbook, incorporating best practices such as standardized discovery workshops, success milestones, and change-management frameworks.
• Establish and track clear KPIs (e.g., time-to-first-value, implementation cycle time, customer health scores, adoption rates) using dashboards and regular business reviews.

Partner with Product & Engineering

• Surface recurring product gaps and necessary workarounds; translate customer feedback into prioritization recommendations for the roadmap.
• Vet edge-case requirements versus first-principles product designs—advocate for scalable, maintainable solutions rather than one-off fixes.

Lead & Scale the Team

• Develop structured training and enablement materials (playbooks, onboarding checklists, video tutorials) to ensure consistency and speed across all customer engagements.

Get Hands-On When Needed

• Jump into complex customer implementations directly, leading discovery calls, mapping data, configuring workflows, writing lightweight scripts or SQL queries, and troubleshooting issues.
• Serve as the escalation point for high-priority or high-risk accounts, ensuring a white-glove experience for strategic customers.

Drive Continuous Improvement

• Analyze implementation metrics and customer feedback to identify bottlenecks, root causes, and areas for automation or self-service.
• Lead cross-functional process improvement initiatives—e.g., template builds, API accelerators, data import tools—to accelerate onboarding.

Customer & Stakeholder Communications

• Conduct regular executive/business reviews with key customers to assess progress and surface additional value drivers.
• Partner with Sales to set realistic implementation timelines and success criteria during the sales cycle.

What We’re Looking For

Extensive Experience:

• 10+ years in SaaS implementation, professional services, or customer success roles, with a minimum of 5 years managing teams.
• Demonstrated track record of scaling implementation functions from handfuls of accounts to enterprise-scale programs.

Product & Metrics Focus:

• Deep understanding of what makes an implementation successful; metrics-based approach to get customers in and out of Implementation as quickly as possible.

First-Principles Thinker:

• Ability to deconstruct complex customer requirements into foundational elements and architect solutions that balance flexibility with product integrity.

Get Your Hands Dirty Leader

• Leader that will "go spelunking" - get into Implementations, watch calls, talk to customers - no task is too small.

Excellent Communicator:

• Skilled at guiding customers through change, managing expectations, and presenting to executive stakeholders.
• Able to provide executive presence to customers in escalated scenarios.

Customer-Obsessed:

• Passion for reducing customer friction, accelerating time-to-value, and driving product adoption.

Nice-to-Haves

• Experience in cannabis, manufacturing, or other heavily regulated industries
• Technical background (e.g., software engineering, systems architecture)
• Familiarity with Metrc, BioTrack, or other seed-to-sale platforms

Why You’ll Love Canix

• Join a tight-knit leadership team where your voice directly shapes product and go-to-market strategy
• Deeply impact the success of hundreds of operators as they scale their businesses
• Competitive salary, equity, and full benefits

If you’re a first-principles leader with 10+ years of implementation expertise, obsessed with metrics and product collaboration, we’d love to hear from you!