Director of Professional Services

About DoorLoop

DoorLoop is revolutionizing property management software as an AI-native platform designed for modern property management teams. With offices in Miami, New York City, and Tel Aviv, we support property owners and managers worldwide to accelerate workflows, scale efficiently, and receive prompt, effective assistance. We pride ourselves on prioritizing people, earning certification as a Great Place to Work and recognition by Forbes as one of America's Best Startup Employers for 2024 and 2025, alongside high Glassdoor ratings.

Mission

As one of the fastest-expanding companies in PropTech, we onboard roughly 500 new customers each month. This process is crucial for our growth, retention, and reputation as the most customer-focused property management platform. Backed by over $130 million in funding and rated highest by users on Capterra consecutively in 2025 and 2026, our onboarding experience profoundly influences our continued success.

Role Overview

The Director of Professional Services will lead and expand our onboarding and implementation teams, combining strategic vision with hands-on execution. Responsibilities include evolving infrastructure, building a skilled team, and managing operational processes to propel Professional Services into its next phase.

Key Responsibilities

• Develop and implement a comprehensive strategy for the Professional Services organization aligned with business growth, retention, and customer experience.
• Create and optimize a scalable, repeatable onboarding methodology to ensure speedy realization of customer value.
• Build and lead a high-performing implementation team adept at maintaining quality and throughput in a high-velocity setting.
• Customize onboarding approaches based on customer complexity, balancing speed, quality, and scalability.
• Ensure payment activation and financial workflows are integral onboarding milestones, enabling customers to fully benefit from DoorLoop's financial features from the start.
• Establish and refine operational systems including KPIs, dashboards, forecasting, and capacity planning; manage key success metrics such as go-live time, activation rates, customer satisfaction, and margins.
• Identify and implement AI and automation technologies to reduce repetitive tasks, speed data migration, and improve self-service onboarding experiences.
• Collaborate with Product, Engineering, Sales, Customer Success, and Finance teams to align priorities, smooth handoffs, and handle escalations.
• Develop career paths, competency frameworks, and growth plans for team members, promoting accountability, mentorship, and maintaining top talent.

Candidate Requirements

• Minimum 8 years of leadership experience in Professional Services, Implementation, or Onboarding within fast-growing SaaS companies.
• Experience scaling services organizations within companies earning $20M to $100M ARR.
• Proven success in designing and improving segmented onboarding processes that boost CSAT and retention at scale.
• Ability to perform in a high-volume onboarding environment, managing quality under pressure.
• Experience leveraging AI, automation, or technology-driven methods to enhance delivery and customer experience.
• Strong operational leadership skills managing metrics like utilization, margins, and forecasting with data-driven insights.
• Excellent cross-functional collaboration with Sales, Customer Success, Product, and Finance; experience leading remote teams preferred.
• Background in payments, accounting, fintech, or vertical SaaS is advantageous.
• Demonstrated ability to lead with a hands-on, customer-obsessed, collaborative approach in dynamic, fast-growth settings.
• Not suitable for candidates with only low-volume or purely white-glove implementation experience, or those resistant to rapid change and AI adoption.

Additional Information

This role demands a balance of strategic insight and operational execution. Candidates who thrive on managing scale and complexity with a proactive mindset will excel.

Benefits

• Unlimited paid time off including personal, sick, and vacation days.
• 401(k) retirement plan with 4% company matching and immediate vesting.
• Comprehensive medical, dental, and vision insurance for employees, with 25% dependent coverage.
• $100,000 life insurance policy paid fully by the company.
• Short- and long-term disability insurance fully covered.
• Paid maternity and paternity leave for birth and adoption.
• Top-tier equipment including company laptop and tools needed for success.

Compensation

The position offers a base salary ranging from 175000 to 200000 USD annually, plus a 20% performance bonus. Final salary will reflect experience, qualifications, and location.

Equal Opportunity & Privacy

We are an equal opportunity employer and utilize AI-assisted tools in application review, with human oversight to ensure fairness. Our privacy policy governs these processes.