Implementation Manager

About the role

As an Implementation Manager at Uniti, you'll sit on the Client Operations team and run every new customer from signed contract to live agent. You'll manage the implementation project end-to-end—collecting client data, building the knowledge base, writing the prompts, wiring the integrations, configuring the channels—and partner with Sales, Customer Success, and Engineering to turn the agent we promised into the agent that's running.

Responsibilities

• Run new customer implementations end-to-end—from contract signed to live agent—using the implementation tracker and an honest weekly status to commercial leadership.
• Own agent creation and optimization for every new customer: prompts, sections, instructions, and the initial knowledge base built from the customer's actual data.
• Manage integration and channel setup—PMS connections, voice/email/SMS/WhatsApp/chat configuration, and any custom channel work the customer needs.
• Catch issues before they become escalations and surface KPIs the customer actually cares about.
• Triage and respond to support tickets across your book of in-flight and recently-launched customers.
• Coordinate bug, feature, and API requests with Engineering and keep the customer in the loop.
• Continuously improve implementation operations. Every onboarding is a data point—surface what's slowing us down and propose the fix.
• Develop real affinity for what our customers actually deal with day-to-day. Sit in on tours, walk facilities, listen to live agent calls. Share what you learn with Product and Engineering.

Requirements

You have 2–6 years in Customer Success, Client Onboarding, Solutions Engineering, or Technical Project Management—ideally at a B2B SaaS or AI company. Strong project management instincts. You can hold a 12-step implementation in your head, see where it's about to slip, and pull the right lever before it does. Comfort writing AI prompts and configuring agent behavior—or the kind of curiosity and craft that gets you there fast. We'll teach you the platform; we can't teach you patience for the small details that make a prompt work. Comfort with integrations and APIs—webhooks, basic SQL, JSON, the kind of technical fluency that lets you debug a misbehaving integration without waiting for an engineer. Strong written and verbal communication. You can explain a technical tradeoff to a non-technical operator and a business priority to a senior engineer in the same hour. A track record of running ambiguous customer situations end-to-end—figuring out what's broken, scoping the fix, and bringing the right internal partners in at the right moment.

Qualifications

• Real estate, property management, storage, senior living, or coworking industry experience.
• Prior work at an AI-native company, especially one where you owned customer-facing implementation or solutions delivery.
• Familiarity with PMS systems Uniti integrates with (storEDGE, SiteLink, SSM, Storeganise; Yardi, Entrata, MRI; Nexudus, OfficeRnD).
• Startup experience a big plus.

Skills

• Strong project management skills.
• Comfort with AI prompts and agent behavior configuration.
• Integration and API expertise.
• Effective communication skills.

Benefits

Full medical, dental, and vision coverage
Flexible PTO
Meaningful equity and responsibility
Compensation Range: $110K - $150K