Senior Manager, Implementation

Role overview

This senior leadership role directs an Implementation function within Customer Experience, managing a team of Implementation Project Managers who deliver both repeatable mid-market and complex enterprise client engagements. The position also evolves the implementation motion itself, building scalable, data-driven processes while owning components of the services P&L trajectory.

Responsibilities

- Lead, coach, and develop a team of Implementation Project Managers with clear goals and accountability. - Serve as the escalation point for complex, high-impact client projects, providing strategic guidance. - Build detailed project plans with milestones, owners, and timelines to drive on-time go-lives. - Coordinate data integrations, workflow configurations, and API-based setups across systems. - Translate business requirements into clear technical specs while bridging customers, Product, and Engineering. - Define KPIs, time-to-live metrics, utilization, and dashboards that scale delivery quality.

Requirements

- 7+ years of experience in SaaS implementation, technical project management, or professional services. - 3+ years managing an Implementation team directly. - Track record of owning complex enterprise B2B SaaS implementations end-to-end. - Technical fluency across data integrations, APIs, and workflow configuration. - Experience building implementation processes from the ground up in a scaling environment. - Data-driven approach with strong proficiency in AI and project management tools.

Nice to have

- Executive-level escalation and recovery experience. - Background in regulated, compliance-driven, or healthcare verticals. - Prior experience in a scaling B2B SaaS startup environment.

Benefits and work setup

Remote role. Base compensation of $165,000-$205,000, plus equity and a benefits package as part of total compensation.