Implementation Manager

About the role

We are looking for an Implementation Manager to join our growing CX team. The ideal candidate is a proactive, solution-oriented professional with experience managing complex software implementations for mid-market to light enterprise clients. This is an individual contributor role and does not include people management responsibilities. This role is perfect for someone who thrives in high-touch, high-value customer environments, can manage diverse personalities, and is motivated by driving successful, long-term adoption of a mission-critical platform. This is a 100% remote U.S. opportunity.

Responsibilities

• Lead the customer implementation process from contract signature through full adoption and handoff to Customer Success.
• Manage 30–40 concurrent implementation projects, each involving multiple stakeholders and varying timelines.
• Design, deliver, and adjust project plans and milestone schedules to ensure engagement and momentum throughout multi-month onboarding.
• Conduct live training sessions, working sessions, and executive-level updates via video conference.
• Motivate and guide customers through complex technical rollouts, ensuring platform understanding and operational readiness.
• Serve as the primary point of contact during implementation, navigating different personalities, org structures, and stakeholder levels.
• Collaborate closely with Product, Support, and CS teams to ensure seamless internal alignment and a smooth customer journey.
• Gather feedback, identify risks, and proactively address blockers to protect timelines and outcomes.
• Prepare to take ownership of Alpha or strategic accounts after demonstrating strong mastery of the platform and process.
• Continually surprise and delight customers with a can-do mindset and a customer-first approach.

Requirements

• 3–5 years of experience in SaaS onboarding, implementation, or project management (platform experience preferred over point solutions).
• Proven ability to manage multiple, multi-month implementation projects with mid-market or Fortune 100 clients.
• Experience with cloud-based platforms and the ability to quickly learn complex software ecosystems.
• Strong communication skills across all channels (Zoom, Slack, Salesforce, etc.) and with various seniority levels.
• Demonstrated ability to manage complex personalities and drive accountability without direct authority.
• High emotional intelligence, professional resilience, and a go-getter mindset.
• Exceptional organizational and project management skills with the ability to set goals, manage deadlines, and work with minimal direction.
• Experience working autonomously in a remote environment.

Skills

Bonus Skills:

• Platform implementation experience (ERP, HCM, CRM—e.g., NetSuite, Workday, etc.)
• Change management or stakeholder communication frameworks
• Technical familiarity (APIs, SSO, integrations, basic configuration)
• Advanced Excel or project planning tools (Asana, Jira, Smartsheet)

Benefits

• Competitive salary
• Generous PTO policy
• Full benefits, including medical, dental, and vision
• 401(k) retirement plan
• Regular team happy hours and activities
• Remote work flexibility
• Eligibility for equity (U.S. employees)

Pay

Annual compensation range: $75,000 – $80,000 (Up to $85,000 for candidates with demonstrated Alpha/strategic implementation leadership experience). The actual salary may vary based on company compensation practices, job-related skills, depth of experience, relevant certifications and trainings, and geographic location.