Senior Manager, Implementations
Lead and scale a team of Implementation Managers responsible for customer onboarding from contract to 90 days. Own metrics, hiring, coaching, and cross-functional coordination for enterprise B2B SaaS launches.
About the job
What You'll Do
- Coach Implementation Managers through complex enterprise launches, including escalations and at-risk accounts
- Serve as the leadership sponsor on the highest-stakes launches and most complex at-risk accounts, and act as the internal advocate for the customer when tradeoffs come up across Product, Ops, and CS
- Run a tight operating cadence: 1:1s, pipeline reviews, account health reviews, and post-mortems on every account
- Partner with the Sales org on handoffs, with the Customer Success org on the transition to ongoing ownership, and with Ops on service delivery
- Hire ahead of growth and ramp new IMs quickly to full ownership
- Identify the recurring patterns behind launch slippage and customer friction, and close them through process, tooling, or training changes, codifying improvements into playbooks the team can run from
What We're Looking For
- 4+ years managing an implementation, onboarding, or professional services team, including experience developing senior ICs or other managers
- 8+ years in implementation, onboarding, or professional services
- A track record of scaling B2B SaaS onboarding teams through a period of growth, not just running a steady-state one
- Strong project management instincts: scoping, sequencing, milestone management, and unblocking work across internal and customer teams
- Comfort operating in regulated or operationally complex environments where the work is not purely software
- Clear, direct written communication and the ability to hold customers and internal partners to commitments without friction
What We Offer
- Competitive salary and meaningful equity in a high-growth company
- 100% company-paid base medical, dental, and vision coverage for employees + healthcare FSA
- 401(k) savings plan
- Unlimited PTO and paid family leave
- Home office & equipment stipend
- Daily in-office lunch and dinner provided
- Commuter benefits (pre-tax transit and parking)
Skills
Implementation Management, Onboarding, Professional Services, Project Management, B2B SaaS, Team Leadership, Customer Success, Process Improvement, Stakeholder Management, Enterprise Onboarding
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