Enterprise Implementation Manager
Own end-to-end enterprise onboarding and complex implementations for strategic B2B SaaS accounts at PermitFlow. Lead multi-stakeholder projects, drive product adoption and time-to-value, and build scalable onboarding processes in a regulated construction tech environment. Requires 5+ years in customer success or implementation.
About the job
What You'll Do
- Own enterprise onboarding end to end for strategic PermitFlow accounts - from post-sale handoff through successful launch and transition to Customer Success.
- Lead complex, multi-stakeholder implementations by scoping customer outcomes, building project plans, managing timelines, and ensuring launch readiness.
- Serve as the primary point of contact for enterprise customers during onboarding, proactively managing communication, expectations, and risk.
- Partner cross-functionally with Sales, Customer Success, Product, Engineering, and Operations to align priorities and execute onboarding requirements.
- Translate customer workflows and requirements (including permitting, compliance, and operational needs) into clear, actionable implementation plans.
- Drive product adoption and early value realization through tailored training, enablement, and best-practice guidance.
- Measure onboarding success using defined metrics (e.g., engagement, time-to-value, launch readiness) and share insights with internal stakeholders.
- Build, refine, and document scalable enterprise onboarding processes, playbooks, and best practices.
What We're Looking For
- 5+ years of experience leading customer onboarding, implementation, or customer success for B2B SaaS enterprise or strategic accounts.
- Proven ownership of complex implementations, managing multiple stakeholders, cross-functional dependencies, and customer-facing timelines from kickoff to launch.
- Demonstrated ability to drive adoption and time-to-value, including leading live trainings, enablement sessions, and post-launch readiness reviews.
- Strong project management and communication skills, evidenced by successfully running executive-facing meetings, maintaining clear project plans, and resolving risks or blockers proactively.
- Experience operating in regulated or operationally complex environments, with the ability to translate customer workflows and compliance requirements into actionable implementation plans.
What We Offer (Full-Time Roles Only)
- Competitive salary and meaningful equity in a high-growth company.
- Comprehensive medical, dental, and vision coverage.
- Flexible PTO and paid family leave.
- Home office & equipment stipend.
- Hybrid NYC office culture (3 days in-office/week) with direct access to leadership.
- In-Office Lunch & Dinner Provided.
- Travel: This role requires up to 25% travel for onsite enterprise onboarding, training, and strategic customer engagements.
Skills
Project Management, Customer Onboarding, Implementation Planning, Stakeholder Management, Cross-Functional Collaboration, Training And Enablement, B2B SaaS, Customer Success, Risk Management, Process Documentation
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