Implementation Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and cultivate a team of Product Specialists tasked with customer onboarding and implementation.

• Take ownership of team performance, workload distribution, capacity planning, recruitment, onboarding, and career development in collaboration with the VP of Customer Success.

• Establish and continually enhance Ediphi's implementation methodology, playbooks, onboarding frameworks, and customer-facing processes.

• Develop the systems, documentation, and training necessary for the team to provide consistent, high-quality implementations at scale.

• Consistently refine implementation processes to minimize time-to-go-live, boost early adoption, and enhance customer outcomes.

• Collaborate with Customer Success to guarantee a smooth transition from Sales through implementation and into long-term use.

• Monitor implementation performance metrics such as time-to-value, adoption rates, customer health, team capacity, and implementation KPIs, leveraging insights to enhance delivery.

• Proactively identify implementation risks, manage escalations, and eliminate obstacles for both customers and the team.

• Partner with Product, Engineering, and Data teams to optimize implementation workflows, assist with product validation efforts, and ensure customer needs are adequately represented.

• Travel to customer sites and team events as required (approximately 20–30%).

⛳️ Requirements

• Over 5 years of experience in implementation, professional services, or customer success within a B2B SaaS organization, including at least 2 years in a leadership or team management role.

• Proven experience in enhancing or scaling implementation processes in a rapidly growing environment.

• Strong familiarity with construction, estimating, or preconstruction workflows is preferred; experience with platforms such as Procore, OST, or similar estimating tools is advantageous.

• Demonstrated success in achieving quick time to value and measurable adoption results across a customer portfolio.

• Exceptional project management skills, capable of balancing multiple customer engagements and team priorities concurrently.

• Clear and direct communicator with the ability to collaborate across functions, comfortable engaging with customers, executives, and internal stakeholders.

• Data-driven mindset towards team performance and customer success; utilizes metrics to inform process and personnel decisions.

• Familiarity with Salesforce, Notion, Mixpanel, or similar tools is preferred.

🏝️ Benefits

• Remote working environment (U.S. based).

• Competitive salary and stock options.

• Unlimited PTO (and we genuinely encourage you to use it).

• Health, dental, vision, and life insurance.

• Parental leave.

• A fantastic, remote-first team that is deeply committed to creating exceptional products.