Manager, Implementations

Today, we live in a world where everything has become convenient. Now you can get a ride anywhere, buy anything, answer any question with just a couple clicks on your phone. Convenience isn’t a luxury, it’s an expectation. So why not renting? It’s still a chore to get utilities set up, buy renters insurance, get air filters changed, handle pest control, and more. That’s why we’ve built the world’s first Resident Experience Platform that makes resident onboarding, resident services, and ancillary revenue effortless for property managers. We’re passionate about turning friction into triple win experiences for residents, property managers, and investors. That way renting can be easy and rewarding for everyone. And now you can join us. Apply today to join 200+ passionate, creative people who strive to make a difference each day so residents, property managers, and investors all win; creating the ultimate Triple Win! 🔥🔥🔥 📝 About the Role As the Manager, Implementations, you’ll lead a team of Implementation Managers, ensuring they’re equipped with the training, tools, and support to guide clients from signed contract through to full activation, meeting our target activation rate. You’ll provide hands-on coaching, help resolve escalations, and coordinate with Sales, Operations, Product, Legal, and Client Success to guarantee smooth, scalable implementations. 📌 What You'll Do - Lead and develop a team of Implementation Managers through hands-on coaching, accountability check-ins, and performance feedback. - Ensure smooth client transitions from discovery through activation and handoff, clarifying team ownership at each stage. - Set and track key performance indicators - such as activation rates, CSAT, and TTV - using dashboards to inform proactive adjustments. - Standardize and refine implementation workflows for consistency and efficiency across different customer segments. - Support your team in conducting in-depth discovery that surfaces client goals, blockers, and drives clear onboarding strategies. - Handle high-priority client escalations directly to maintain trust and ensure satisfactory outcomes. - Collaborate closely with Sales, Product, Operations, and Client Success to ensure unified messaging and smooth implementations. - Guide your team in training clients on product value and best practices, helping drive feature adoption and retention. - Ensure the team leverages CRMs, automation platforms, and AI tools to streamline delivery and data visibility. - Encourage Implementation Managers to own key areas of the process, fostering accountability and team cohesion. - Stay visible, accessible, and empathetic - especially under pressure - supporting your team through ambiguity with confidence and care. 📝 Who You Are - You bring 5+ years of experience managing Implementation or Onboarding teams - ideally in fast-paced, tech-enabled, or PropTech environments - and have a strong track record in guiding clients from discovery through to activation and handoff. - Deep experience with high volume implementations. You should be comfortable operating at a fast-pace and able to speak to your experience operating in a similar environment. - Passionate about designing scalable workflows, coaching your team to drive operational rigor, and delivering exceptional client outcomes on KPIs like activation rates and client satisfaction. - You’re adept at building skills in others - through hands-on mentorship, structured onboarding, and soft-skills enablement - helping Implementation Managers ramp quickly and thrive under pressure. - You set, track, and act on meaningful metrics (TTV, CSAT, at-risk accounts, etc), using both dashboards and qualitative feedback to drive continuous performance improvements. - Comfortable working across Sales, Product, Operations, Engineering, and Customer Success - aligning deliverables, clarifying responsibilities, and ensuring the team delivers on shared promises. - Excellent at setting expectations, resolv…