Senior Manager, Implementations

The Role

The Senior Manager of Implementation is responsible for leading the team that handles customer onboarding from contract signature through their first 90 days of partnership. This role involves coaching Implementation Managers, setting the bar for execution, and owning the metrics that determine customer success.

Responsibilities

• Coach Implementation Managers through complex enterprise launches, including escalations and at-risk accounts
• Serve as the leadership sponsor on the highest-stakes launches and most complex at-risk accounts, and act as the internal advocate for the customer when tradeoffs come up across Product, Ops, and CS
• Run a tight operating cadence: 1:1s, pipeline reviews, account health reviews, and post-mortems on every account
• Partner with the Sales org on handoffs, with the Customer Success org on the transition to ongoing ownership, and with Ops on service delivery
• Hire ahead of growth and ramp new IMs quickly to full ownership
• Identify recurring patterns behind launch slippage and customer friction, and close them through process, tooling, or training changes, codifying improvements into playbooks the team can run from

Requirements

• 4+ years managing an implementation, onboarding, or professional services team, including experience developing senior ICs or other managers
• 8+ years in implementation, onboarding, or professional services
• A track record of scaling B2B SaaS onboarding teams through a period of growth, not just running a steady-state one
• Strong project management instincts: scoping, sequencing, milestone management, and unblocking work across internal and customer teams
• Comfort operating in regulated or operationally complex environments where the work is not purely software

Qualifications

• Clear, direct written communication and the ability to hold customers and internal partners to commitments without friction

Skills

• Strong project management skills
• Experience in regulated or operationally complex environments

Benefits

PermitFlow offers competitive salary and meaningful equity in a high-growth company. Benefits include 100% company-paid base medical, dental, and vision coverage for employees + healthcare FSA, a 401(k) savings plan, unlimited PTO and paid family leave, home office & equipment stipend, daily in-office lunch and dinner provided, and commuter benefits (pre-tax transit and parking).

Pay

Competitive salary and meaningful equity in a high-growth company

Schedule

M/W/F in-office with up to 25% travel