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 ChurnZero.

Experience managing enterprise customers and complex, multi-stakeholder implementations.

Background in industries related to veterinary services, pet care, or animal-focused organizations.

Benefits:

Competitive salary range of $108,000 - $124,000 per year .

Performance-based bonus opportunity tied to defined KPIs and individual goals.

Medical coverage for employees and dependents with employer contribution covering approximately 80-90%.

Employer HSA contribution with high-deductible health plans.

401(k) retirement plan with company match up to 3.5%.

Dependent Care Flexible Spending Account (FSA).

Dental and vision insurance options.

Basic life and AD&D insurance coverage.

Short-term and long-term disability benefits.

Flexible paid time off and 12 paid annual holidays.

Paid parental leave.

Pet-focused benefits including pet adoption support, pet insurance subsidies, and pet-related leave.

Annual $250 learning and development stipend.

Opportunity to work in a collaborative, growing technology environment with meaningful customer impact.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1