Senior Implementation Manager

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

📋 Description

• Lead the team and establish the organizational culture.

• Recruit, mentor, and cultivate a high-performing Implementation team while fostering a customer-first, outcome-focused, and process-oriented environment.

• Develop and implement the strategic plan.

• Define the implementation process across various segments and manage the playbooks, staffing models, capacity planning, and global coverage (US, EMEA, APAC) to achieve scalability without a proportional increase in headcount.

• Execute goal-oriented onboarding that promotes retention-level adoption.

• Connect each customer's onboarding experience to the objectives they sought from us — such as attribution clarity, advertising efficiency, retention improvement, and AI-powered workflows — using data to ensure they complete onboarding with the features linked to retention and growth.

• Create an AI-driven, self-service onboarding experience.

• Collaborate with Support, Product, and Customer Success to establish a Moby-led onboarding layer — including guided setup, in-product education, personalized walkthroughs, on-demand support, and comprehensive documentation — ensuring that every customer receives a senior implementation partner, regardless of their plan tier, allowing the team to concentrate on high-impact areas.

• Manage operations based on actual metrics.

• Monitor conversions, time-to-first-value, goal-attainment rates, feature adoption rates, onboarding customer satisfaction (CSAT), and post-onboarding health score trends — measure, publish, and act on these metrics.

• Own the transition to Customer Success (CS).

• Define the criteria for "implementation complete," outline the handoff to the Customer Success Manager (CSM), and specify the benchmarks customers must meet before departing your team.

• Facilitate cross-functional collaborations.

• Efficiently direct non-standard technical tasks to Solutions Architecture and represent the new customer’s perspective to Product and Engineering, identifying onboarding challenges and contributing implementation insights to the roadmap.

• Serve as the senior escalation point for high-risk or stalled implementations, earning the trust of Sales, CS, and executives to ensure customers successfully go live and engage with the product.

⛳️ Requirements

• Over 5 years of experience in SaaS implementations, onboarding, professional services, customer success, or a similar customer-facing role.

• More than 2 years of experience in leading, mentoring, and developing high-performing teams.

• Experience in leading Implementation, Professional Services, Onboarding, or Customer Success teams within a high-growth SaaS context.

• Exceptional project management skills with a track record of managing multiple complex customer implementations concurrently.

• Demonstrated ability to build relationships and influence stakeholders both internally and externally.

• Excellent written and verbal communication skills, capable of simplifying intricate concepts for various audiences.

• Strong knowledge of digital marketing, analytics platforms, data integrations, and best practices in customer onboarding.

• Experience supporting eCommerce, MarTech, analytics, or other data-driven technology platforms.

• Comprehensive understanding of customer onboarding methodologies, change management, and value realization strategies.

• Highly organized and detail-oriented, with effective prioritization skills in a fast-paced atmosphere.

• Analytical mindset with the capacity to leverage data for decision-making and team performance enhancement.

• A proactive, solution-focused approach with the ability to balance strategic vision with hands-on execution.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Paid time off

• Remote work options