Senior Mid-Market Implementation Manager

Responsibilities

• Own end-to-end onboarding for a portfolio of mid-market and multi-property clients, from kickoff through go-live and initial adoption, while running several deployments in parallel.
• Scope, configure, and deploy Canary's full product suite across hotel properties, including complex, non-standard configurations.
• Lead integrations with customer systems, including PMS, payment, and other third-party platforms; scope technical requirements and coordinate internal technical teams and external vendors.
• Establish mutual success criteria and joint deployment plans, then drive product adoption against measurable goals.
• Manage senior and multi-stakeholder relationships, navigate pushback, reset expectations, resolve escalations, and maintain trust through go-live.
• Identify and drive expansion opportunities during onboarding in partnership with Sales and Customer Success.
• Coordinate with Product, Support, Engineering, Sales, and Customer Success to unblock issues and deliver a seamless customer experience.
• Track milestones, risks, and portfolio health; forecast go-live timing and flag at-risk deployments.
• Partner with Customer Success Managers on handoff to long-term account management.
• Improve mid-market onboarding playbooks, best practices, and tooling; mentor the broader Implementation team.

Requirements

• Bachelor's degree (BS/BA).
• 2–3 years of experience in account management or customer success, preferably in a B2B SaaS environment.
• Excellent communication and presentation skills, with the ability to build trust with diverse stakeholders.
• Proven experience managing concurrent implementations and delivering projects to go-live on time.
• Consultative mindset with the ability to set success criteria, drive adoption, and identify expansion opportunities.
• Ability to manage multiple accounts and prioritize effectively.
• Collaborative approach to working with cross-functional teams.
• Proficiency with technology and adaptability in dynamic environments.
• Hands-on experience scoping and managing third-party systems and coordinating technical teams and external vendors.
• Strong organization, time management, and prioritization skills.

Nice-to-Haves

• Hospitality and/or travel technology experience.

Compensation and Benefits

• Target cash compensation ranges from $104,000–$127,000, including a fixed annual salary and a performance-based bonus paid quarterly.
• Stock option grant, subject to board approval.
• Actual compensation varies based on skill level, experience, and specific work location.