Manager, Implementation

3+ years of experience leading implementation or services teams in a SaaS environment

Demonstrated ability to design, scale, and optimize delivery methodologies and service operations

Strong consultative mindset with the ability to guide customers through complex decisions and change management

Data-minded and analytically driven, with experience using metrics and trend analysis to improve performance and outcomes

Experience working with cross-functional partners in a fast-paced Saas environment

Experience using Microsoft Office, Salesforce, ChurnZero, Baton or similar systems.

As the Manager, Implementation you will have full ownership and accountability of customer satisfaction and on-time delivery throughout the Implementation phase, while maintaining responsibility for complete execution of the roll-out within the allotted implementation timeframe.

You’ll own and manage complex implementations, facilitate strategic consultative customer conversations, and collaborate cross-functionally to set up customers for long-term success from Sales to Customer Success.

You are responsible for the end-to-end implementation and deployment methodology, ensuring projects stay on track; customers realize value quickly, and delivery scales effectively as the business grows.

In this role, you coach and develop a team of Implementation Consultants, continuously improve delivery processes, and apply formal service management and project delivery frameworks (eg ITIL, PMP, structured deployment models) to drive operational excellence.

You partner closely with Customer Experience, Product, and Sales leadership to translate service performance data into actionable insights that improve retention, revenue outcomes, and service scalability.