Implementation Manager, Customer Success

About the team/role

As an Implementation Manager, Customer Success, you will drive execution with our most important customers and partners.  In this role, you will coordinate cross-functionally across all departments within the organization: Product, Engineering, Operations, Revenue, Finance and Legal. You will own the day-to-day project management of multiple deployments running simultaneously.  We aim to provide a white glove service, manage project scope, and ensure deployments are completed on time. Our ideal candidate is fundamentally a project manager who has experience deploying integrated software solutions.

What you’ll do

• Identify and understand project risks, and coordinate with respective teams as applicable to mitigate and resolve
• Communicate and influence on project planning, execution, and delivery
• Oversee the planning, tracking, and completion of all project tasks throughout the customer or partner onboarding process — including but not limited to:
• Develop and deliver project plans and RAID logs based on templates
• Provide ongoing deployment progress to management using relevant reporting tools and dashboards
• Develop and oversee the project and lead regular project check-in meetings
• Document, coordinate, and monitor the progress of the customer or partner, including ensuring all requirements are met
• Coordinate internal resources as required, drive the project to release on time with high-quality
• Prepare and coordinate client training; consult and help customers or partners understand product features and benefits
• Transition customer or partner from sales to customer success or business development
• Manage dependencies both within and across the company for multiple projects running simultaneously
• Translate relevant, actionable information to be digestible by various audiences (project-level resources to executives)

What you bring

• 3+ years of project management experience in the related industry or SAAS
• Outstanding written/oral/presentation skills; comfortable communicating at multiple levels within an organization (executives to analysts)
• Strong interpersonal skills with the ability to build diverse relationships and influence collaborative decision-making
• Strong technical understanding of software systems at scale
• Flexible and able to juggle and complete multiple priorities and projects (internally and externally) in a fast-paced environment
• An A-player mindset with a strong bias for action: you raise the bar, move with urgency, stay resilient through ambiguity, and take ownership to deliver meaningful outcomes

What you’ll get

• A fast-paced and collaborative environment
• Learning and development allowance
• Competitive compensation and opportunity for advancement
• 100% medical, dental, and vision coverage
• Up to $25K reimbursement for fertility, adoption, and parental planning services
• Flexible PTO policy
• Monthly wellness stipend