Senior Implementation Manager
About the Opportunity
The organization leads the revenue execution platform market by using AI to link online marketing with offline sales teams and optimize every stage of the buying journey. With a significant number of employees, a large customer base, and substantial revenue, there are tremendous opportunities to continue growing the business. The organization is building a world-class SaaS company and has secured significant funding from leading venture capitalists.
About the Team
Implementation is an essential differentiator for the organization and a critical time in the customer journey. The Senior Implementation Manager leads the most complex, high-stakes engagements across the enterprise customer base. Reporting to the Senior Manager, Implementation, this team drives product adoption and long-term success by pairing deep technical delivery expertise with a relentless focus on customer business outcomes.
About the Role
Reporting to the Senior Manager, Implementation Services, this role serves as a strategic leader, guiding cross-functional teams, managing resource allocation, and engaging executive stakeholders through steering committees and governance frameworks. This role is ideal for a technically strong SaaS delivery professional with deep product knowledge, a track record of leading enterprise implementations at scale, and a proven ability to drive customer business outcomes — not just project completion.
Key Responsibilities
- Design & Optimize Implementation Strategies: Develop new engagement models to support varying customer needs, from enterprise rollouts to strategic phased deployments. Improve and refine the methodology for complex implementations, ensuring scalability and efficiency. Identify themes and develop best practices to positively impact future implementations.
- Lead High-Touch, Enterprise Implementations: Build and establish strong relationships with enterprise customers, collaborating to understand business objectives and tailor implementation strategies. Oversee multi-phase implementations with complex technical integrations, ensuring timely completion and successful execution. Assist customers in deploying the organization's JavaScript, integrating with MarTech platforms, and optimizing workflows. Become an expert on the platform, training customers on core functionalities, integrations, APIs, and webhooks.
- Agentic AI Expertise: Lead the deployment of Agentic AI workflows, ensuring autonomous agents are properly integrated into the customer’s broader MarTech ecosystem.
- Executive Stakeholder Management: Facilitate steering committees, ensuring key stakeholders are aligned on project milestones, risks, and strategic goals. Act as a trusted advisor to customer executives, influencing decisions and ensuring project success.
- Resource Management: Maintain accurate project records, track milestones, and ensure adherence to implementation Service Level Objectives using project management and CRM tools.
- Executive Communication & Risk Mitigation: Proactively identify potential risks, dependencies, and roadblocks in enterprise projects, escalate as necessary, and develop mitigation strategies to ensure a positive implementation experience. Provide clear, data-driven reporting to executive leadership on implementation performance, customer adoption trends, and engagement impact.
- Cross-Functional Collaboration: Work closely with Sales, Sales Engineering, Product, and Customer Success teams to ensure smooth pre-sales to implementation transitions. Gather insights and advocate for enterprise customer needs with Product & Engineering, influencing feature enhancements and roadmap decisions.
Required Qualifications
- 5+ years of technical SaaS delivery experience in implementation, onboarding, or professional services, with hands-on technical delivery (e.g., IFM, quality management, or MarTech integration work).
- 1–2 years of hands-on experience building, deploying, or managing agentic AI workflows — distinct from simply using AI tools.
- Candidates should be able to speak concretely to architectures chosen, trade-offs evaluated, and measurable business outcomes delivered.
- Proven expertise in enterprise-level project management, including executive stakeholder management, risk mitigation, and governance frameworks.
- Able to design, communicate, and execute new implementation strategies tailored to complex customer needs.
- Experience running steering committees, executive reviews, and enterprise-level workshops.
- Strong resource management skills, balancing customer demands with available team capacity.
- Deep product expertise and the ability to translate technical concepts for executive-level decision-making.
- Experience with CRM and project management tools.
- Regional Availability: Must be located in the Central or Eastern Time Zone (CT or ET); Mountain and Pacific Time Zone candidates will not be considered. Requires early-morning availability to support UK and European customers.
Preferred Qualifications
- Experience with marketing technologies (MarTech), call center integrations, and analytics platforms.
- Knowledge of agile project management methodologies.
- Strong technical background in SaaS integrations, APIs, and web technologies.
Ideal Candidate Profile
The organization is looking for someone who blends technical delivery expertise with a customer success mindset and a genuine track record of building and managing AI agents — not just using them. The ideal candidate is not from a purely consultative or program management background. This role requires hands-on technical delivery ability alongside relationship management and executive communication skills. Think: technical implementation experience + CSM-style outcome focus + proven track record building agents. Success in this role is defined by helping customers achieve measurable business outcomes — not simply getting them through an onboarding checklist. A strong reference profile is a technical project manager with MarTech background who currently performs as a top implementer: someone who understands the technology, can build with it, and translates it into customer value.
Location
This is a remote-first role. The organization is currently hiring in the following locations: United States: Austin Metro · Chicago Metro · Greater NYC Area. Candidates must be based within a ~2-hour drive of these areas. Occasional business travel may be required.
Salary, Benefits, & Perks
All new hires in the U.S. receive benefits starting on day one of employment. Benefits offerings include:
- Flexible Time Off – Encourages a healthy work-life balance.
- Paid Holidays – Provides 20 U.S. paid holidays, including a winter break, giving ample opportunity to refresh and spend time with friends and family.
- Health Benefits – The healthcare program includes medical, dental, and vision coverage, with multiple plan options. Fertility assistance is also included.
- Retail – Offers a 401(k) plan with a company match of up to 4%.
- Stock Options – All employees are invited to share in the organization’s success through stock options.
- Mental Health Program – Well-being support on a broad range of issues is available.
- Paid Family Leave – Up to 12 weeks of 100% paid leave is provided for baby bonding, adoption, and caring for family members.
- Paid Medical Leave – Up to 12 weeks of 100% paid leave is provided for childbirth and medical needs.
- InVacation – As a thank-you to long-term team members, a bonus is offered after 7 years of service.
- Wellness Subsidy – A subsidy is provided that can be applied toward gym memberships, fitness classes, and more.
Position Base Range
$100,000–$110,000 / plus bonus or variable