Implementation Manager
$100,000–$150,000 year
RemoteUnited States
Job Summary
Run new-customer onboarding end-to-end, including project planning, data migration, configuration, integration setup, training, go-live, and first-30-day check-ins. Travel to customer sites for kickoffs, go-lives, and high-leverage in-person training to onboard residential, commercial, and scale-house segments. Sit with CSR teams, dispatchers, or operators to demonstrate workflows and ensure comfort within an hour. Build and refine onboarding playbooks using AI-generated checklists, automated scripts, and in-app guides to achieve under-45-day implementations and 90%+ completion rates. Partner with Sales on handoff quality and Support on post-onboarding escalations, while catching product friction early and routing it to engineering with reproducible steps.
Required Qualifications
- 3+ years in SaaS onboarding, implementation, customer success, or operations roles
- strong preference for vertical SaaS that touches physical operations
- comfortable holding a project plan, a customer's hand, and a dashboard simultaneously
- know how to teach an operator who's never used software like this before — without being condescending
- AI-forward — you already put AI agents and automation to work on the repeatable parts, or you're eager to learn and build
- comfortable traveling regularly
- have the constitution for early-morning customer sites
- can maintain poise and develop a plan in unstructured environments
Desired Qualifications
- background in waste, fleet, field service, hospitality, or logistics software
- comfort with data migration tooling (CSV wrangling, basic SQL)
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