Sr. Manager, Implementations

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Manager, Implementations based in United States.** This role is responsible for leading a high-impact onboarding function that directly shapes customer success and long-term retention. You will oversee a team of implementation professionals while ensuring hundreds of customer projects progress smoothly, efficiently, and on schedule. The position combines people leadership, operational excellence, and customer advocacy in a fast-moving technology environment. You will build scalable processes, improve implementation quality, and create a seamless experience from contract signing to customer value realization. Working cross-functionally with Sales, Product, Customer Success, and Support teams, you will help align teams and proactively solve challenges. This is an opportunity for a detail-oriented leader who thrives on accountability, organization, and creating exceptional customer outcomes. ### Accountabilities: The Sr. Manager, Implementations will own the operational success of the onboarding lifecycle by ensuring customer implementations are delivered with consistency, transparency, and measurable impact. This player-coach role combines team leadership with hands-on ownership of complex implementation initiatives. - Manage and oversee a large portfolio of concurrent customer implementations, proactively identifying risks and ensuring projects stay on track. - Lead, coach, and develop a team of Implementation Managers while setting high standards for communication, organization, and execution. - Establish clear expectations with customers and internal stakeholders, providing proactive updates on project status, timelines, and risks. - Monitor implementation health and provide leadership with clear reporting on progress, challenges, and opportunities. - Serve as the senior escalation point for complex implementations, customer concerns, and high-risk situations. - Build, improve, and maintain implementation processes, playbooks, and workflows that support team scalability and operational excellence. - Partner closely with Sales, Product, Customer Success, and Support teams to ensure smooth handoffs and alignment throughout the customer journey. - Gather insights from customer implementations and help improve products, processes, and overall customer experience. - Participate in customer kickoffs, events, and industry conferences, with approximately 10% travel expected. ## Requirements: The ideal candidate is an experienced implementation or customer operations leader with a strong background in managing complex projects, developing teams, and delivering successful customer outcomes. You should be highly organized, proactive, and comfortable operating in a fast-paced environment where attention to detail is critical. - 5+ years of experience in implementation, onboarding, professional services, customer operations, or project management roles. - 2+ years of experience managing and developing teams. - Proven ability to manage a high volume of simultaneous projects or customer accounts while maintaining strong execution and follow-through. - Experience leading customer-facing teams and delivering projects on time and within scope. - Strong communication skills with the ability to manage expectations across customers, leadership, and cross-functional teams. - Demonstrated experience creating and improving processes that enable scale and operational consistency. - Strong project management skills with exceptional attention to detail and organization. - Ability to identify risks early, solve problems effectively, and drive accountability across teams. - Bachelor’s degree or equivalent practical experience. **Preferred Qualifications:** - Experience working in a B2B SaaS or technology environment. - Familiarity with customer experience and operational tools such as Salesforce, Wrike, Zendesk, or Chur…