Remote job
Implementation Manager
Job details
About this role
Role overview
This role leads the onboarding function for a SaaS platform serving retail operators, owning team performance against go-live, CSAT, and time-to-go-live metrics. The manager will coach a team of Implementation Strategists, partner across Sales, Support, Customer Success, and Product, and help shape the function as it scales.
Responsibilities
- Manage, coach, and develop a team of Implementation Strategists, fostering a collaborative "we, not I" mindset and supporting professional growth. - Take ownership of team metrics including go-lives, CSAT, and time to go-live, moving quickly to hit outcome-based targets. - Support clients directly through onboarding to deliver a smooth, high-impact experience grounded in a customer-first philosophy. - Assign accounts and balance workload across the team based on bandwidth and client needs. - Apply first-principles thinking to refine processes and procedures, increasing operational efficiency across the implementation function. - Partner with Sales, Support, Customer Success, and Product teams to strengthen the end-to-end client lifecycle. - Help shape and scale the implementation team, including developing and executing strategic initiatives tied to measurable outcomes.
Requirements
- Proven experience managing large teams against volume-based metrics. - Deep hands-on experience with retail platforms. - Strong client-facing skills with the ability to build trust and manage relationships. - Track record of building, inspiring, and motivating teams through effective leadership. - Direct, empathetic communication style with the ability to maintain open feedback loops across internal teams and clients. - Analytical, structured, first-principles thinking paired with a process-improvement mindset oriented toward fast outcomes.
Nice to have
- Retail cannabis industry experience.
Benefits and work setup
- Targeted starting salary of $98,000–$115,000 depending on level. - Full medical, dental, and vision benefits. - Equity package in the form of stock options. - Technology allowance for hardware, software, and reading materials. - Flexible vacation and sick days.