Sr. Manager, Implementations

About the Role

Onboarding is the highest-leverage moment in a customer's lifecycle — it's when they either get real value fast and stick around, or stall out before they ever see ROI. The Sr. Manager, Implementations exists to own that moment through rigor: a relentless focus on the details, the task list, and the timeline that keep dozens of concurrent implementations moving without anything slipping through the cracks. This is a player-coach role, leading a team of Implementation Managers while personally modeling the activity management, proactive communication, and customer-first instincts the team is held to. The role sits at the center of the post-sale journey, partnering closely with Sales, Product, Customer Success, and Support, and keeping leadership informed on portfolio health before problems become surprises. It's also the senior escalation point when implementations get complex or customers get unhappy. This is not a role for someone who needs deep product expertise on day one — it's a role for someone who is obsessed with the customer experience and treats project tracking, detail, and follow-through as a craft.

Responsibilities

• Track and manage activity across 500+ concurrent customer implementations, catching risks before they surface as problems
• Set clear expectations with customers and internal teams, and proactively communicate status without being asked
• Report portfolio health, risk, and progress upward to leadership in a clear, digestible format
• Lead and coach a team of Implementation Managers, holding the team to the same standard of rigor and follow-through
• Step in as the senior point of contact on at-risk or unhappy-customer situations, resolving issues directly
• Build and refine playbooks and workflows that raise consistency and quality across a growing team
• Partner across Sales, Product, Customer Success, and Support to align expectations and close feedback loops
• Travel: 10% for kickoffs, customer events, and industry conferences

About you

• 5+ years in implementation, onboarding, professional services, or project management
• 2+ years managing people
• Demonstrated ability to manage a high volume of concurrent projects/accounts with strong attention to detail and follow-through
• Experience proactively communicating status and setting expectations with customers and internal stakeholders
• Experience leading customer-facing teams and delivering projects on time and on scope
• Experience building or improving processes that scale
• Bachelor's degree or equivalent practical experience

PREFERRED QUALIFICATIONS

• Experience in a B2B SaaS or technology environment
• Proficiency with CX Tech stack (e.g., Salesforce, Wrike, Zendesk, ChurnZero)
• Experience working with enterprise customers and complex, multi-stakeholder rollouts
• Love of animals, pets and experience in a veterinary practice

Benefits & Perks

• Medical coverage for employees and dependents (80-90% covered by employer)
• Employer HSA contribution with HDHP 401(k) match up to 3.5%
• Dependent Care Flexible Spending Account (FSA)
• Dental & Vision coverage available
• Basic Life and AD&D Insurance
• Short and Long Term Disability
• Flexible Time Off & 12 Paid Annual Holidays
• Paid Parental Leave
• Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance
• $250 Annual Stipend for Learning and Development

Performance Bonus

In addition to the above pay range, this role is eligible for a performance-based bonus tied to achieving specific, predetermined KPIs and individual performance goals.