Sr. Manager, Implementations

About the Opportunity

The Sr. Manager, Implementations role exists to own the onboarding moment for customers, ensuring they receive value quickly and stay engaged. This is a player-coach role that requires a deep understanding of customer experiences and a commitment to detail and follow-through.

Key Responsibilities

• Track and manage activity across 500+ concurrent customer implementations, identifying risks early
• Set clear expectations with customers and internal teams, and proactively communicate status
• Report portfolio health, risk, and progress to leadership
• Lead and coach a team of Implementation Managers, holding the team to the same standards
• Step in as the senior point of contact for at-risk or unhappy-customer situations, resolving issues directly
• Build and refine playbooks and workflows to improve consistency and quality across the team
• Partner with Sales, Product, Customer Success, and Support to align expectations and close feedback loops

Required Qualifications

• 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