Manager, Implementations

Responsibilities

• Lead and develop a team of Implementation Managers through hands-on coaching, accountability check-ins, and performance feedback.
• Ensure smooth client transitions from discovery through activation and handoff, clarifying team ownership at each stage.
• Set and track KPIs such as activation rates, CSAT, and time to value using dashboards to inform proactive adjustments.
• Standardize and refine implementation workflows for consistency and efficiency across customer segments.
• Support in-depth discovery to surface client goals and blockers and develop clear onboarding strategies.
• Handle high-priority client escalations directly to maintain trust and satisfactory outcomes.
• Collaborate with Sales, Product, Operations, Engineering, Legal, and Client Success to ensure unified messaging and smooth implementations.
• Guide client training on product value and best practices to drive feature adoption and retention.
• Ensure the team leverages CRMs, automation platforms, and AI tools to streamline delivery and data visibility.
• Encourage Implementation Managers to own key process areas and foster accountability and team cohesion.
• Support the team through ambiguity with visibility, accessibility, empathy, and confidence.

Requirements

• 5+ years of experience managing Implementation or Onboarding teams, ideally in fast-paced, tech-enabled, or PropTech environments.
• Experience guiding clients from discovery through activation and handoff.
• Deep experience with high-volume implementations in a fast-paced environment.
• Ability to design scalable workflows, coach teams, and deliver strong client outcomes against activation and satisfaction KPIs.
• Experience building skills through mentorship, structured onboarding, and soft-skills enablement.
• Ability to use dashboards and qualitative feedback to improve performance.
• Cross-functional collaboration skills across Sales, Product, Operations, Engineering, and Customer Success.
• Strong expectation-setting, stakeholder management, problem-solving, and emotional intelligence.
• Ability to thrive in evolving environments and maintain composure when priorities shift.
• Commitment to building inclusive, high-trust teams.

Nice-to-Haves

• Experience with property management platforms such as Yardi, AppFolio, or Buildium.
• Familiarity with Gong and CRM or automation systems.

Compensation and Benefits

• Annual salary range of $100,000–$120,000.
• Comprehensive medical, dental, vision, and life insurance.
• 401(k).
• Open PTO and sick day policy.
• Remote-first work with company-wide in-person summits twice a year; travel is covered.