Sr. Manager, Implementations

About the role

The Sr. Manager, Implementations is responsible for leading a high-impact onboarding function that directly shapes customer success and long-term retention. This role oversees a team of implementation professionals and ensures hundreds of customer projects progress smoothly, efficiently, and on schedule. It combines people leadership, operational excellence, and customer advocacy in a fast-moving technology environment.

Requirements

• Experienced implementation or customer operations leader with a strong background in managing complex projects, developing teams, and delivering successful customer outcomes.
• Highly organized, proactive, and comfortable operating in a fast-paced environment where attention to detail is critical.
• 5+ years of experience in implementation, onboarding, professional services, customer operations, or project management roles.
• 2+ years of experience managing and developing teams.
• Proven ability to manage a high volume of simultaneous projects or customer accounts while maintaining strong execution and follow-through.
• Experience leading customer-facing teams and delivering projects on time and within scope.
• Strong communication skills with the ability to manage expectations across customers, leadership, and cross-functional teams.
• Demonstrated experience creating and improving processes that enable scale and operational consistency.
• Strong project management skills with exceptional attention to detail and organization.
• Ability to identify risks early, solve problems effectively, and drive accountability across teams.
• Bachelor’s degree or equivalent practical experience.

Preferred Qualifications

• Experience working in a B2B SaaS or technology environment.
• Familiarity with customer experience and operational tools such as Salesforce, Wrike, Zendesk, or ChurnZero.
• Experience managing enterprise customers and complex, multi-stakeholder implementations.
• Background in industries related to veterinary services, pet care, or animal-focused organizations.

Benefits

• Competitive salary range of $108,000 - $124,000 per year.
• Performance-based bonus opportunity tied to defined KPIs and individual goals.
• Medical coverage for employees and dependents with employer contribution covering approximately 80-90%.
• Employer HSA contribution with high-deductible health plans.
• 401(k) retirement plan with company match up to 3.5%.
• Dependent Care Flexible Spending Account (FSA).
• Dental and vision insurance options.
• Basic life and AD&D insurance coverage.
• Flexible paid time off and 12 paid annual holidays.
• Paid parental leave.
• Pet-focused benefits including pet adoption support, pet insurance subsidies, and pet-related leave.
• Annual $250 learning and development stipend.
• Opportunity to work in a collaborative, growing technology environment with meaningful customer impact.