Implementation Team Lead, Mid Market

About the role

The Implementation Team Lead at Canopy is responsible for bridging high-level strategy with front-line excellence. This role involves providing daily guidance, coaching, and professional development for a team of Mid-Market Implementation Specialists. You'll also partner with the Implementation Manager to track key performance indicators (KPIs), analyze team capacity, and report on onboarding health metrics. Additionally, you'll iterate on existing onboarding playbooks and frameworks to reduce friction and accelerate customer time-to-value. You'll act as the primary point of contact for complex technical hurdles or sensitive client escalations, ensuring a path to resolution. You'll collaborate with Sales to refine handoffs and with Product/Engineering to voice customer feedback regarding the implementation experience.

Responsibilities

• Provide daily guidance, coaching, and professional development for a team of Implementation Specialists.
• Partner with the Implementation Manager to track KPIs, analyze team capacity, and report on onboarding health metrics.
• Iterate on existing onboarding playbooks and frameworks to reduce friction and accelerate customer time-to-value.
• Act as the primary point of contact for complex technical hurdles or sensitive client escalations, ensuring a path to resolution.
• Collaborate with Sales to refine handoffs, and with Product/Engineering to voice customer feedback regarding the implementation experience.

Requirements

• 3+ years of experience in B2B SaaS, with at least 1+ years in a leadership or senior/mentor capacity within Implementation or Success.
• Deep expertise in the SaaS implementation lifecycle.
• Proficiency in using data (Salesforce, Looker, etc.) to drive team accountability and identify trends.
• The ability to translate technical concepts for non-technical users and provide constructive, growth-oriented feedback to your team.
• Expert-level organization skills; you can manage your team's bandwidth while keeping high-priority projects on track.
• "Start-up" soul who thrives in evolving environments and can pivot from strategic planning to hands-on troubleshooting in a heartbeat.

Skills

• Experience in the accounting or financial services SaaS space is a plus.
• Familiarity with tools like Salesforce, Asana, or onboarding-specific platforms is a plus.

Benefits

• Flexible Paid Time Off
• Health Benefits (Medical, Dental, Vision)
• 401(k) matching up to 3%
• Mental Health benefits
• Paid New Parent Leave & Birthing Parent Leave
• Supplemental Benefits (Basic Life & AD&D insurance, long & short-term disability coverage)
• Nectar - peer-to-peer recognition program
• Company Events (monthly company-wide meetings, summer parties, etc.)
• ERG Committees (drive initiatives around education, community outreach, recruiting, and onboarding)
• Fully-stocked kitchen

Pay

Competitive salary commensurate with experience.

Schedule

Full-time position.

How to Apply

To apply for this position, please visit our careers page and submit your resume and cover letter.

Equal Opportunity Employer

Canopy is an equal opportunity employer and encourages applications from all qualified individuals.