Implementation Manager

Responsibilities

• Achieve an 85% graduation rate per quarter by understanding customers' desired outcomes, onboarding goals, and Time to Value (TTV); completing account build for workflow; identifying upsell/expansion opportunities; and managing at-risk accounts to mitigate early-term and non-renewal churn.
• Manage onboarding communication and cadence call expectations, complete Onboarding EBRs and CSM handovers attended by customer decision-makers, maintain engagement with at-risk (0DT) accounts, and conduct regular account health checks using key adoption and health indicators.
• Serve as a product expert by understanding functionality and use cases, and lead training sessions tailored to customer needs.
• Build strong relationships through effective communication, cadence calls, and strategic reviews with customer decision-makers.
• Maintain accurate records in Catalyst, ensure data integrity, and continuously update processes for optimal customer success.

Requirements

• 4+ years of experience in customer onboarding, customer success, or account management, preferably in a SaaS or technology-driven environment.
• Excellent verbal and written communication skills, with the ability to engage with decision-makers and manage customer expectations.
• Earned a 4 year college degree from an accredited college or university.
• Experience with tools like Catalyst is a plus!

Benefits

• 401K with 3% company match
• Medical Insurance
• Dental Insurance
• Vision Insurance
• 9 paid holidays
• 3 weeks of paid time off
• Voluntary benefits (pet insurance, legal, accident)
• 24/7 EAP - Free Professional Counseling Services

Pay

Commensurate with experience.

Schedule

Hybrid. Works in the office twice a week on Tuesday and Wednesday.

Qualifications

SPOTIO is firmly committed to the principle of equal employment opportunity. SPOTIO offers employment opportunities without regard to race, color, sex, age, religion, national origin, disability, U.S. military and or other prohibited bases of discrimination, both state and local. All aspects of the employment relationship (including recruiting, hiring, training, working conditions, compensation, promotion, discipline, and termination) are subject to this policy. Candidates must pass a pre-employment background check and drug screen.

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas.