Senior Manager, Implementation

Responsibilities

• Hire, mentor, and grow high-performing implementation teams that meet or exceed quarterly goals.
• Resolve customer escalations to maximize satisfaction and maintain positive relationships.
• Build and optimize data-driven processes that improve efficiency and customer experience.
• Execute quarterly plans aligned with business objectives.
• Track, monitor, and continuously improve performance metrics and KPIs.
• Collaborate with Sales, Technical Account Management, and Support to create a seamless customer journey.
• Partner with Product and Engineering to improve product functionality based on implementation customer feedback.
• Build and maintain a collaborative, inclusive team culture.

Requirements

• 8+ years of experience leading an Implementation or Customer Success team in a fast-paced environment, startup, or SaaS organization.
• Experience hiring and managing a distributed team.
• Proven success scaling teams and maintaining SLAs and other key performance metrics.
• Data-driven approach to developing, tracking, and optimizing performance metrics.
• Learning mindset, people-first attitude, and strong ownership of the domain.
• Highly organized, self-motivated, and detail-oriented, with strong follow-through.
• Excellent communication and interpersonal skills, with the ability to build trust across diverse groups.
• Willingness to take on a hands-on role and lead initiatives outside one’s comfort zone.
• Ability to challenge the status quo and improve broken processes.

Compensation

• Competitive salary, benefits, and equity.
• US salary range: $99,705–$175,950, with the applicable range determined by location and other factors.