Senior Implementation Manager

About This Role

The Senior Implementation Manager will lead complex enterprise implementations, drive clarity, and ensure customers achieve value faster. This role also involves shaping delivery strategy, representing Services with authority, and mentoring team members to elevate the overall standard of the Implementation team.

Responsibilities

• Own the most complex, high-stakes enterprise implementations and expansions.
• Serve as the senior delivery partner for executive stakeholders.
• Drive clarity and momentum through ambiguity, organizational change, and competing priorities.
• Identify systemic gaps in delivery, readiness, scope, or enablement.
• Design and influence improvements to Services playbooks, packages, and operating models.
• Act as a leader for Services internally across Sales, CS, RevOps, Product, and Leadership.
• Mentor junior team members on judgment, executive presence, and ambiguity navigation.
• Share patterns, lessons, and best practices that raise the bar for the entire team.
• Infuse customer voice and enterprise insights into Product and roadmap discussions.
• Partner with Product and Engineering on complex data, CRM, and integration needs.

Requirements

• 7+ years experience in SaaS implementations, Professional Services, or Customer Success
• Deep experience with enterprise customers and complex go-to-market / RevOps ecosystems
• Proven track record of leading executive-level conversations and influencing outcomes
• Demonstrated ability to improve delivery systems, not just manage projects
• Experience navigating ambiguity, mis-scoping, and organizational change at scale
• Comfort in holding firm boundaries while maintaining strong customer trust

Qualifications

• 7+ years of experience in SaaS implementations, Professional Services, or Customer Success. Deep experience with enterprise customers and complex go-to-market / RevOps ecosystems.

Nice to Have

• Think in terms of systems, scale, and repeatability
• Bring clarity to messy, high-pressure situations
• Balance customer advocacy with business discipline
• Elevate the people and processes around you
• Trusted by executives, peers, and teammates alike
• Care deeply about customer outcomes and sustainable Services delivery

Skills

* Required skills

Benefits