Senior Manager, Implementations

We are hiring a Senior Manager of Implementation to build and lead the team that owns customer onboarding from contract signature through their first 90 days of our partnership. Reporting to the VP Customer Success, this is a people-management position: you will hire, develop, and mentor a team of Implementation Managers and Specialists, set the bar for execution, and own the metrics that determine whether new customers stick.

This is an in-person position at our New York City office with a hybrid schedule (M/W/F in-office) and up to 25% travel.

- Coach Implementation Managers through complex enterprise launches, including escalations and at-risk accounts

- Serve as the leadership sponsor on the highest-stakes launches and most complex at-risk accounts, and act as the internal advocate for the customer when tradeoffs come up across Product, Ops, and CS

- Run a tight operating cadence: 1:1s, pipeline reviews, account health reviews, and post-mortems on every account

- Partner with the Sales org on handoffs, with the Customer Success org on the transition to ongoing ownership, and with Ops on service delivery

- Hire ahead of growth and ramp new IMs quickly to full ownership

- Identify the recurring patterns behind launch slippage and customer friction, and close them through process, tooling, or training changes, codifying improvements into playbooks the team can run from

- 4+ years managing an implementation, onboarding, or professional services team, including experience developing senior ICs or other managers

- 8+ years in implementation, onboarding, or professional services

- A track record of scaling B2B SaaS onboarding teams through a period of growth, not just running a steady-state one

- Strong project management instincts: scoping, sequencing, milestone management, and unblocking work across internal and customer teams

- Comfort operating in regulated or operationally complex environments where the work is not purely software

- Clear, direct written communication and the ability to hold customers and internal partners to commitments without friction