Manager, Implementations

About the Role

As the Manager, Implementations, you’ll lead a team of Implementation Managers, ensuring they’re equipped with the training, tools, and support to guide clients from signed contract through to full activation, meeting our target activation rate. You’ll provide hands-on coaching, help resolve escalations, and coordinate with Sales, Operations, Product, Legal, and Client Success to guarantee smooth, scalable implementations.

Responsibilities

• Lead and develop a team of Implementation Managers through hands-on coaching, accountability check-ins, and performance feedback.
• Ensure smooth client transitions from discovery through activation and handoff, clarifying team ownership at each stage.
• Set and track key performance indicators - such as activation rates, CSAT, and TTV - using dashboards to inform proactive adjustments.
• Standardize and refine implementation workflows for consistency and efficiency across different customer segments.
• Support your team in conducting in-depth discovery that surfaces client goals, blockers, and drives clear onboarding strategies.
• Handle high-priority client escalations directly to maintain trust and ensure satisfactory outcomes.
• Collaborate closely with Sales, Product, Operations, and Client Success to ensure unified messaging and smooth implementations.
• Guide your team in training clients on product value and best practices, helping drive feature adoption and retention.
• Ensure the team leverages CRMs, automation platforms, and AI tools to streamline delivery and data visibility.
• Encourage Implementation Managers to own key areas of the process, fostering accountability and team cohesion.
• Stay visible, accessible, and empathetic - especially under pressure - supporting your team through ambiguity with confidence and care.

Requirements

• 5+ years of experience managing Implementation or Onboarding teams, ideally in fast-paced, tech-enabled, or PropTech environments.
• Strong track record in guiding clients from discovery through to activation and handoff.
• Deep experience with high-volume implementations, comfortable operating at a fast pace.
• Passion for designing scalable workflows, coaching teams, and delivering exceptional client outcomes on KPIs like activation rates and client satisfaction.
• Adept at building skills in others through hands-on mentorship, structured onboarding, and soft-skills enablement.
• Ability to set, track, and act on meaningful metrics (TTV, CSAT, at-risk accounts, etc.), using dashboards and qualitative feedback.
• Comfortable working across Sales, Product, Operations, Engineering, and Customer Success to align deliverables and responsibilities.
• Excellent at setting expectations, resolving stakeholder misalignment, and building credibility with tact and emotional intelligence.
• Ability to thrive in evolving environments, anticipate client needs, and maintain composure under pressure.
• Commitment to building inclusive, high-trust teams that balance operational grit with empathy.

Qualifications

• Experience with property management platforms (Yardi, AppFolio, Buildium) is a plus.
• Familiarity with enablement tools like Gong or CRM/automation systems is a bonus.

Benefits

• Comprehensive Medical, Dental, Vision, and Life Insurance.
• 401k to secure your future.
• Full flexibility to work remotely from any corner of the United States.
• Open PTO and sick day policy.
• Supportive, diverse environment focused on growth and inclusion.
• Opportunity to be a pioneer on a fast-scaling team defining a new industry category.
• Work on an award-winning platform that customers love and that makes a measurable impact every day.

Compensation Range: $100K - $120K

Work Lifestyle: Remote-first with twice-yearly in-person summits (travel covered). Requires a dedicated, quiet workspace and reliable internet connection during core hours.