Senior Mid-Market Implementation Manager
$104,000–$127,000 year
On-siteSan Francisco, California, United States or Dallas, Texas, United States
Job Summary
Own end-to-end onboarding for mid-market and multi-property clients from kickoff through go-live, running several deployments in parallel without letting timelines slip. Scope, configure, and deploy Canary's full product suite to each property's operational setup, including complex, non-standard configurations across hotel groups. Lead integrations to customer systems like PMS and payment platforms, coordinating internal technical teams and outside vendors to keep projects moving. Establish mutual success criteria and joint deployment plans with customers, then drive product adoption to ensure measurable goals are met. Manage senior and multi-stakeholder relationships, navigate pushback, resolve escalations, and maintain momentum toward go-live. Identify expansion opportunities during onboarding and partner with Sales and Customer Success to grow the relationship. Track milestones, risks, and portfolio health in internal systems, forecasting go-live timing and flagging at-risk deployments early. Partner with Customer Success Managers to ensure a clean handoff into long-term account management. Contribute to mid-market onboarding playbooks and best practices while mentoring the broader Implementation team.
Required Qualifications
- Bachelor's degree (BS/BA)
- 2-3 years of proven experience in account management or customer success, preferably within a B2B SaaS environment
- Excellent communication abilities and presentation skills, capable of building trust and rapport with diverse stakeholders
- Proven track record managing a portfolio of concurrent implementations and delivering to go-live on time
- Charisma + consultative mindset: sets success criteria up front, drives adoption, and spots expansion opportunities
- Ability to manage multiple accounts simultaneously and prioritize tasks effectively
- Collaborative nature, adept at working with cross-functional teams including Product, Marketing, Sales, and Operations
- Proficiency with technology and adaptability to dynamic environments
- Hands-on experience scoping and managing third-party systems and coordinating technical teams and external vendors
- Highly organized and rigorous about time management and prioritization across competing deadlines
Desired Qualifications
- Hospitality and/or travel tech experience a plus
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.