Manager, Strategic Implementations

Responsibilities:
* Oversee day-to-day delivery across the team, ensuring strategic implementations progress on time, meet quality standards, and prepare customers to activate and use their solutions.
* Keep project plans tied to each customer’s desired outcomes, with clear milestones that support time to value.
* Step in quickly on customer escalations and blockers, guide decisions, and maintain clear, timely communication and a positive customer experience.
* Coach and develop Implementation Managers through practical guidance, empathetic leadership, and ongoing feedback.
* Monitor team KPIs, including time to value, activation readiness, on-time delivery, CSAT, utilization, and escalation trends; use findings to improve delivery.
* Reinforce consistent use of project plans, RAID logs, documentation standards, and status reporting.
* Balance assignments and proactively manage capacity constraints to meet customer needs and support the team.
* Partner with Product, Support, Customer Success, Content, and Sales to remove blockers and complete effective handoffs.
* Help the team adopt evolving tools, processes, and expectations through clear communication and practical support.

Knowledge, Experience, Requirements:
* 3+ years in SaaS implementation, delivery management, onboarding, or professional services, including experience leading teams.
* Proven success managing customer implementations or programs with multiple stakeholders.
* Demonstrated strength in coaching, performance development, and culture building.
* Strong customer-facing and executive-level communication skills, including the ability to navigate difficult conversations.
* Proficiency with project plans, RAID logs, CRM/PSA systems (Salesforce preferred), and implementation frameworks.
* Experience managing KPIs and turning performance trends into operational improvements.
* Bachelor’s degree or equivalent experience; leadership or project management certification is a plus.

Success Criteria:
* Strategic customers experience predictable, high-quality implementations, activate successfully, and make timely progress toward their desired outcomes and early value.
* The team achieves strong customer satisfaction and on-time delivery while addressing risks early and minimizing avoidable escalations.
* The manager builds an engaged, high-performing team through clear expectations, hands-on coaching, and development aligned with proficiency standards.
* Delivery practices are consistent and repeatable, with KPI insights driving improvements in time to value, customer experience, and business outcomes.
* Cross-functional partners work together effectively to resolve blockers and complete smooth customer handoffs.

Compensation:
Annual Base Salary Range of 90k-100k
Annual Bonus Opportunity of 15%