Sr. Manager, Implementations
About the Role:
Track and manage activity across 500+ concurrent customer implementations, catching risks before they surface as problems
Set clear expectations with customers and internal teams, and proactively communicate status without being asked
Report portfolio health, risk, and progress upward to leadership in a clear, digestible format
Lead and coach a team of Implementation Managers, holding the team to the same standard of rigor and follow-through
Step in as the senior point of contact on at-risk or unhappy-customer situations, resolving issues directly
Build and refine playbooks and workflows that raise consistency and quality across a growing team
Partner across Sales, Product, Customer Success, and Support to align expectations and close feedback loops
Travel ~10% for kickoffs, customer events, and industry conferences
5+ years in implementation, onboarding, professional services, or project management
2+ years managing people
Demonstrated ability to manage a high volume of concurrent projects/accounts with strong attention to detail and follow-through
Experience proactively communicating status and setting expectations with customers and internal stakeholders
Experience leading customer-facing teams and delivering projects on time and on scope
Experience building or improving processes that scale
Bachelor's degree or equivalent practical experience
Preferred Qualifications:
Experience in a B2B SaaS or technology environment
Proficiency with CX Tech stack (e.g., Salesforce, Wrike, Zendesk, ChurnZero)
Experience working with enterprise customers and complex, multi-stakeholder rollouts
Love of animals, pets and experience in vet tech
Medical coverage for employees and dependents (80-90% covered by employer)
Employer HSA contribution with HDHP
401(k) match up to 3.5%
Dependent Care Flexible Spending Account (FSA)
Dental & Vision coverage available
Basic Life and AD&D Insurance
Short and Long Term Disability
Flexible Time Off & 12 Paid Annual Holidays
Paid Parental Leave
Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance
$250 Annual Stipend for Learning and Development