Senior Implementation Manager

📋 Description

• Own a rolling book of 20–30 active implementations, balancing risk and impact.
• Lead 1–2 implementation and training sessions per customer on key workflows.
• Guide founders through Mercury banking, IO, and core financial workflows.
• Prioritize across customers with varying needs, timelines, and complexity.
• Monitor usage signals, feedback, and data to spot risk and opportunities.
• Turn observations into actionable insights for Product, Sales, and teams.

🎯 Requirements

• 3+ years leading customer-facing implementations or enablement in SaaS/fintech.
• Comfort facilitating calls with founders/operators, guiding decisions and outcomes.
• Strong judgment to prioritize what matters most in high-impact moments.
• Interpret customer signals, usage data, and metrics to inform prioritization.
• Collaborate across Sales, Product, and downstream teams to advocate for customers.
• Take ownership and follow through across teams even without a playbook.