Manager, Implementation

📋 Description

• Lead and develop a team of Implementation Managers with regular 1:1s.
• Set team OKRs and translate CX strategy into actionable plans.
• Serve as primary escalation point for complex onboarding and at-risk customers.
• Lead department-wide implementation projects (tooling, playbooks, processes).
• Partner with Sales, Product, and CX to improve handoffs and readiness.
• Own implementation velocity, enablement, and adoption metrics; use data to improve outcomes.

🎯 Requirements

• 5+ years in SaaS CS, implementation, or professional services; ecommerce a plus
• Proven people manager with KPI-driven performance
• Deep implementation fluency; coach onboarding in real time
• Strong project management; manage multiple workstreams
• Data-driven; comfortable with metrics and dashboards
• Clear communicator who delegates and creates accountability

🎁 Benefits

• Premium AI tools (ChatGPT, Claude, Granola) plus annual L&D budget
• White-glove onboarding and cross-functional collaboration
• Commitment to diversity & inclusion; accommodations support
• AI-powered culture with team champions and knowledge sharing