Senior Implementation Manager
Leads complex customer-facing SaaS implementations from discovery through adoption, advising executives on workflows, technical dependencies, governance, and change management. Requires 5+ years of implementation, professional services, technical program, or transformation experience.
About the job
Responsibilities
- Own complex, multi-workstream implementation engagements from discovery and solution design through launch, adoption, and value realization.
- Advise customer leaders on future-state workflows, operating models, governance, and change management.
- Build project plans, decision frameworks, stakeholder cadences, risk registers, and executive updates across concurrent engagements.
- Lead discovery workshops to identify business goals, process gaps, technical constraints, change risks, and measurable success criteria.
- Guide solution design involving permissions, integrations, data flows, automations, migrations, APIs, webhooks, and AI capabilities.
- Lead change management, enablement, cutover, and adoption strategies.
- Navigate escalations and align customers and internal teams around trade-offs and next steps.
- Partner with Sales, Solutions, Account Management, Product, Engineering, and Support.
- Create reusable implementation assets, playbooks, templates, and delivery improvements.
- Mentor teammates and contribute to strategic initiatives and operational improvements.
- Represent the customer and implementation perspective in product and operational decisions.
Requirements
- 5+ years of experience leading customer-facing SaaS implementations, professional services engagements, technical programs, or comparable transformation work.
- Experience independently owning complex implementations from discovery through sustained adoption.
- Strong consultative, systems-thinking, and project leadership skills.
- Experience managing scope, timelines, governance, risks, executive communication, and multiple concurrent priorities.
- Demonstrated change-management experience, including stakeholder mapping, resistance management, enablement, cutover, and post-launch reinforcement.
- Technical fluency across integrations, permissions, data flows, automations, migrations, APIs, and webhooks.
- Strong executive presence and communication skills across technical and non-technical audiences.
- Sound judgment under pressure, including experience recovering at-risk projects or resolving escalations.
- Evidence of improving services organizations through reusable solutions, delivery methodologies, enablement, mentoring, or operational improvements.
- Practical judgment about AI and automation and responsible customer adoption.
Nice-to-haves
- Ability to create clarity and momentum in ambiguous situations.
- Ability to connect business strategy, workflow design, technical constraints, and change management.
- Focus on adoption and measurable value rather than activity or go-live alone.
Compensation and Benefits
- Competitive salary of $100,000–$150,000.
- Equity.
- Private health insurance, including no-cost plan options.
- Paid parental leave.
- Flexible time off.
- Work-from-home flexibility on Mondays and Fridays.
- Mental health support.
- Family planning support.
- $100 monthly lifestyle stipend.
- Wellness days.
- Winter break with offices closed from Christmas through New Year’s Day.
Skills
Saas Implementations, Project Management, Change Management, Workflow Design, Integrations, Data Flows, Automations, Migrations, APIs, Webhooks, Risk Management, Stakeholder Management, Executive Communication, AI Automation
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