Implementation Manager

About This Role

This role involves owning complex, multi-stakeholder implementations for a customer intelligence platform, serving as a trusted partner to customers, and driving adoption and time-to-value. The Implementation Manager will navigate ambiguity, manage scope, and lead executive and cross-functional conversations.

Responsibilities

• Lead net-new implementations, expansions, and one-time workshops across mid-market and enterprise customers.
• Manage multiple concurrent customers with varying levels of complexity, readiness, and stakeholder alignment.
• Serve as the primary point of ownership from kickoff through graduation and handoff to Customer Success.
• Diagnose root causes when projects stall, scope shifts, or customer expectations evolve.
• Independently sequence work, make tradeoffs, and adjust plans to protect outcomes and timelines.
• Set and reset expectations clearly with customers and internal partners.
• Ensure customers not only launch but understand why the platform matters and how to use it effectively.
• Lead change management efforts to support durable adoption across teams and roles.
• Identify early risks to adoption and escalate strategically before issues become escalations.
• Confidently facilitate executive-level and director-level customer conversations.

Requirements

• 4-7 years of experience in SaaS implementations, Customer Success, or Professional Services
• Experience implementing RevOps / GTM tooling (CRM, data, sales tech, analytics, or adjacent platforms)
• Proven ability to manage complex, multi-stakeholder engagements
• Track record of navigating mis-scoped projects and resetting expectations successfully
• Comfortable leading conversations with directors and executives
• Demonstrated ability to say “no” while maintaining trust and momentum

Qualifications

• 4-7 years of experience in SaaS implementations, Customer Success, or Professional Services.

Skills

* Required skills

Benefits