Implementation Manager

About the Role

As an Implementation Manager, you will lead the team responsible for transitioning customers from contract signing to active usage. This role focuses on operational leadership, enhancing existing implementation processes by refining effective methods, addressing weaknesses, and building scalable, consistent operations.

You will directly oversee Product Specialists who deliver hands-on customer training and guide their progression to production estimating. Your responsibility includes setting clear expectations, coaching the team to excel, and providing the necessary tools and frameworks for success across a growing customer base.

Working closely with the VP of Customer Success and collaborating across Sales, Data, and Product teams, you will ensure every customer follows a structured, quality path to go-live. Experience in construction or preconstruction workflows is advantageous but not mandatory.

Key Responsibilities

• Lead, mentor, and grow a team of Product Specialists focused on onboarding and implementation.
• Manage team performance, distribute workloads, plan capacity, handle hiring and onboarding, and support career progression alongside the VP of Customer Success.
• Develop and continuously enhance implementation methodologies, playbooks, onboarding frameworks, and customer-facing procedures.
• Create systems, training materials, and documentation that empower the team to deliver consistent, high-quality scaled implementations.
• Optimize processes to minimize time-to-go-live, boost early product adoption, and enhance customer results.
• Collaborate with Customer Success to guarantee a smooth transition from Sales through implementation and ongoing adoption.
• Monitor implementation metrics such as time-to-value, adoption rates, customer health, team capacity, and KPIs to drive improvements.
• Proactively identify risks during implementation, manage escalations, and resolve obstacles for customers and team members.
• Work with Product, Engineering, and Data teams to refine implementation workflows, assist product validation, and represent customer interests.
• Be prepared for approximately 20–30% travel to customer locations and team events.

Minimum Qualifications

• At least 5 years in implementation, professional services, or customer success within a B2B SaaS environment, including minimum 2 years in people management or team leadership positions.
• Proven success in enhancing or scaling implementation processes in fast-growing companies.
• Familiarity with construction, estimating, or preconstruction processes preferred; experience with estimating software or construction technology is a plus.
• Track record of accelerating time to value and achieving measurable adoption outcomes across customer portfolios.
• Strong project management capabilities, able to juggle multiple customer projects and prioritize team tasks effectively.
• Clear and direct communication skills, adept at collaborating across functions and engaging with customers, executives, and stakeholders.
• Data-driven mindset to assess team performance and customer success, using metrics to inform decisions.
• Experience with tools such as Salesforce, Notion, Mixpanel, or equivalents is preferred.

Benefits

• Work remotely within the United States.
• Competitive compensation package including salary and stock options.
• Unlimited paid time off with encouragement to utilize it.
• Health, dental, vision, and life insurance coverage.
• Parental leave benefits.
• Engage with a dedicated remote-first team passionate about delivering excellent products.