Sr. Manager, Implementations

About the Role:

Onboarding is the highest-leverage moment in a customer's lifecycle — it's when they either get real value fast and stick around, or stall out before they ever see ROI.

The Sr. Manager, Implementations exists to own that moment through rigor: a relentless focus on the details, the task list, and the timeline that keep dozens of concurrent implementations moving without anything slipping through the cracks. This is a player-coach role, leading a team of Implementation Managers while personally modeling the activity management, proactive communication, and customer-first instincts the team is held to.

The role sits at the center of the post-sale journey, partnering closely with Sales, Product, Customer Success, and Support, and keeping leadership informed on portfolio health before problems become surprises. It's also the senior escalation point when implementations get complex or customers get unhappy.

This is not a role for someone who needs deep product expertise on day one — it's a role for someone who is obsessed with the customer experience and treats project tracking, detail, and follow-through as a craft.