Sr. Manager, Implementations

Track and manage activity across 500+ concurrent customer implementations, catching risks before they surface as problems

Set clear expectations with customers and internal teams, and proactively communicate status without being asked

Report portfolio health, risk, and progress upward to leadership in a clear, digestible format

Lead and coach a team of Implementation Managers, holding the team to the same standard of rigor and follow-through

Step in as the senior point of contact on at-risk or unhappy-customer situations, resolving issues directly

Build and refine playbooks and workflows that raise consistency and quality across a growing team

Partner across Sales, Product, Customer Success, and Support to align expectations and close feedback loops

Travel ~10% for kickoffs, customer events, and industry conferences

5+ years in implementation, onboarding, professional services, or project management

2+ years managing people

Demonstrated ability to manage a high volume of concurrent projects/accounts with strong attention to detail and follow-through

Experience proactively communicating status and setting expectations with customers and internal stakeholders

Experience leading customer-facing teams and delivering projects on time and on scope

Experience building or improving processes that scale

Bachelor's degree or equivalent practical experience