Senior Manager, Implementation

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

📋 Description

• Lead, coach, and mentor a team of Implementation Managers, cultivating a high-performance culture centered on accountability and growth.

• Establish clear performance expectations and key performance indicators (KPIs); conduct regular one-on-one meetings, performance evaluations, and career development discussions.

• Recognize skill gaps and develop personalized growth plans that facilitate the advancement of each team member.

• Recruit and onboard new Implementation Managers as the team expands.

• Own and consistently enhance the comprehensive implementation playbook: from the statement of work to successful subscription conversion.

• Develop and refine scalable processes, templates, and tools to ensure consistency and efficiency across the team.

• Define and monitor team-level KPIs, including trial conversion rates, time-to-subscription, and customer satisfaction metrics.

• Identify systemic obstacles to subscription conversion and spearhead cross-functional initiatives to address them.

• Act as an escalation point for complex customer issues, ensuring resolution and delivering a best-in-class experience.

• Collaborate with Sales, Technical Support, and Product teams to provide a seamless customer journey from trial to subscription.

• Represent the Implementation function in cross-functional planning meetings, offering insights into customer needs and operational realities.

• Maintain oversight of active customer trials and installations, proactively intervening as necessary to safeguard outcomes.

• Provide regular reports on team performance, trial progress, and conversion metrics to senior leadership.

• Analyze trends in customer feedback and implementation data to foster continuous improvement.

• Ensure precise and timely documentation across CRM and project management platforms.

⛳️ Requirements

• Over 5 years of experience in Implementation and Onboarding, including a minimum of 2 years in a management role.

• Proven track record in a SaaS environment, with a solid understanding of the SaaS customer lifecycle and subscription economics.

• Demonstrated success in building or scaling implementation or customer success teams.

• Strong project management abilities, capable of juggling multiple priorities across a distributed team.

• Outstanding communication and interpersonal capabilities; adept at motivating a team, managing upwards, and establishing trust with customers.

• Data-driven approach with the capacity to convert metrics into actionable strategies.

• Familiarity with CRM systems and project management tools (e.g., Salesforce, HubSpot, Jira, Asana).

🏝️ Benefits

• Competitive compensation package that includes stock options.

• Flexible work schedule.

• Comprehensive benefits, including a retirement plan match.

• Opportunity to make a significant impact every day.

• Work with a dynamic and growing team.

• Unlimited PTO.