# Senior Manager, Implementations

**Company:** [Permitflow](https://hotfix.jobs/companies/permitflow)
**Location:** New York, NY
**Role:** Customer Success
**Salary:** $185k – $230k/yr
**Experience:** 8+ years
**Skills:** Implementation Management, Onboarding, Professional Services, Project Management, B2B SaaS, Team Leadership, Customer Success, Process Improvement, Stakeholder Management, Enterprise Onboarding
**Posted:** 2026-06-11

> 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.

## Job Description

## 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)

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