Sr. Implementation Manager

MoEngage is seeking a highly skilled and experienced Senior Implementation Manager to lead complex customer onboarding projects, including strategic migrations from other platforms. If you have a proven track record in SaaS or MarTech implementation, excel at managing stakeholders, and are passionate about ensuring timely, high-quality go-lives for enterprise clients, this role is for you.

Key Responsibilities

• Own and drive end-to-end implementation projects for enterprise clients, from kickoff to full go-live.
• Lead migration projects from competitor platforms, ensuring smooth data, audience, and campaign transfers.
• Serve as a strategic partner to customers, helping them translate their business goals into actionable onboarding plans.
• Define and track delivery metrics like Time to First Go-Live, Full Go-Live, Customer Happiness Score, and others required by internal KPIs.
• Conduct periodic meetings, provide regular progress updates, and manage customer expectations throughout the onboarding lifecycle.
• Collaborate with Product and Engineering teams on feature enablement, integration, and technical problem-solving.
• Proactively identify risks and issues, and manage resolutions to maintain project timelines and customer satisfaction.
• Mentor and support junior IMs and act as a subject matter expert in key implementation workflows.
• Contribute to the standardization of implementation processes and creation of documentation/templates.
• Gather and relay customer feedback to help improve onboarding and product experience.

Requirements

• 7+ years of experience in Implementation Management, Professional Services, or Customer Success, preferably in SaaS or MarTech.
• Proven success leading complex customer onboarding projects, especially data-driven or API-heavy platforms.
• Strong stakeholder management and communication skills, with the ability to influence senior customer and internal stakeholders.
• Experience with project management tools like Rocketlane or Jira.
• Ability to juggle multiple priorities and deliver in a fast-paced, high-growth environment.
• Solid understanding of marketing automation, CRM ecosystems, and campaign orchestration.
• Data-savvy and technically inclined—able to understand API documentation, data mapping, and integration requirements.
• Familiarity with customer engagement KPIs, marketing lifecycle metrics, and onboarding benchmarks.
• Individual contribution role, but a team player who thrives on collaboration, accountability, and continuous improvement.

Preferred Qualifications

• Experience with customer journey orchestration tools, push/email/SMS marketing tools, or analytics platforms.
• Hands-on experience using MoEngage (either in a previous role or as a client) is a major plus.
• PMP, CSM, or other project management certifications are advantageous.

What You'll Get

• A fast-paced, collaborative, and transparent work culture.
• Opportunity to work with global enterprise clients.
• Freedom to innovate and lead strategic initiatives.
• Competitive compensation and benefits package.
• Work with some of the best minds in the industry.