Senior Manager, Implementations
Hybrid · New York City, New York, United States
Job Summary
Lead and mentor a team of Implementation Managers and Specialists to own customer onboarding from contract signature through the first 90 days of partnership. Drive execution for enterprise launches, act as the internal customer advocate across Product, Ops, and CS, and establish scalable onboarding playbooks. Partner with Sales on handoffs, with CS on ongoing ownership transition, and with Ops on service delivery; hire, develop, and ramp new team members to ownership. Maintain cadence with SLAs, pipeline reviews, health reviews, and post-mortems, and drive improvements to reduce launch friction and accelerate time-to-value for customers.
Required Qualifications
- 4+ years managing an implementation, onboarding, or professional services team
- 8+ years in implementation, onboarding, or professional services
- Track record of scaling B2B SaaS onboarding teams
- Strong project management instincts (scoping, sequencing, milestone management, unblock across internal and customer teams)
- Comfort operating in regulated or operationally complex environments
- Clear, direct written communication and ability to hold customers and internal partners to commitments
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