Senior Implementation Manager

Senior Implementation Manager As a Senior Implementation Manager, you will be responsible for setting customers up for long‑term success on Fountain by managing the implementation process for customers across Fountain's growing suite of products. As the primary point of contact post‑sale and pre‑customer success, you will drive adoption and customer value by managing overall project delivery, including system configuration, QA, set‑up, and customer education. To be successful in this role, you should be organized and process‑driven, communicate clearly with non‑technical audiences, manage multiple projects simultaneously, and build strong relationships with customers and internal stakeholders. What You’ll Be Doing Partner with sales to define project scope and ensure a seamless customer experience from post‑sale through go‑live Own customer relationships through implementation (post‑sale/pre‑account management), collaborating with customers and internal stakeholders to define implementation strategy and business goals Carry out implementation projects end‑to‑end for small enterprise and mid‑market customers, with a focus on speed to value Serve as a product expert, leveraging Fountain software in the most efficient ways to teach and support customers Complete virtual consultations and configuration walkthroughs; support customer rollouts and user training Perform standard data migrations and CSV imports/exports across common HR tech platforms (ATS, CRM, HRIS) Develop a working understanding of HR and recruiting workflows, including familiarity with ATS, HRIS, and payroll platforms Leverage AI tools to accelerate project documentation, generate status updates, summarize customer meetings, and manage workstream visibility across concurrent implementations How We Use AI on This Team At Fountain, we believe AI is a force multiplier for implementation teams. Implementation Managers are expected to actively use AI tools to work smarter, not just faster. Meeting efficiency: Use AI to transcribe, summarize, and extract action items from customer and internal calls, reducing manual note‑taking and ensuring nothing falls through the cracks Project documentation: Draft status reports, implementation plans, and stakeholder updates with AI assistance, then refine for accuracy and tone before distributing Customer communication: Use AI to draft initial versions of follow‑up emails, kickoff agendas, and go‑live checklists, keeping communication loops tight without sacrificing quality Technical problem‑solving: Leverage AI to research configuration questions, draft set‑up documentation, and prepare for customer training sessions Knowledge management: Use AI to help maintain and improve playbooks, ensuring implementation documentation stays current as Fountain's product suite evolves Comfort with AI‑assisted workflows is expected. Experience with tools such as Claude, ChatGPT, Notion AI, or similar platforms is a plus. What You Should Bring Solid understanding of the HR space, including hiring and workforce management concepts 4‑6 years of experience in a similar role; e.g., implementation, project management, professional services, or consulting Experience with HR tech platforms such as an ATS, CRM, or HRIS Proven track record managing mid‑market customer engagements end‑to‑end, with a focus on delivering value quickly and predictably Bachelor's degree or equivalent work experience Proficiency with Google Suite and ticketing systems (e.g. Intercom, Linear) Strong time management skills; able to manage multiple implementations simultaneously in a fast‑paced environment Comfortable working with customers to research business processes, diagnose software issues, and translate requirements into configuration decisions Working knowledge of system integrations and ability to explain data flows clearly to non‑technical stakeholders Comfort using AI tools to improve workflow efficiency and output quality Ability to travel onsite for customer kickoff meetings (typically 1‑2 times per quarter) Nice to Have PMP, Agile, SHRM, PHR, or related certifications Familiarity with mid‑market or enterprise HRIS platforms (e.g. Rippling, ADP, BambooHR, UKG, Workday) Workato, Zapier, or similar integration middleware experience Familiarity with project management tools such as Asana Hands‑on experience with AI productivity tools (Claude, Gemini, Notion AI, or similar) Salary Range $120,000- $140,000K USD + bonus, depending on location and experience. Benefits Health Insurance Paid Time Off (PTO) Paid Holidays Remote Work Professional Development Vision Insurance Enterprise Customer Success Manager As an Enterprise Customer Success Manager at Fountain you will build relationships with some of the biggest brands in the world. You are a trusted advisor focused on driving mutually successful outcomes and delivering ROI. What You’ll Be Doing Self‑sufficient management of 5‑15 Enterprise accounts Actively ensure there is a clear roadmap and account plan for your strategic accounts to drive long‑term account growth and success Support and enable customers with regular executive touchpoints and develop meaningful relationships to optimize product adoption and customer value Represent the customer voice with internal product roadmap decisions Ensure customer wellbeing by monitoring customer health, driving customer adoption, driving KPI improvement, and acting as an escalation point for customer issues Develop data‑driven QBRs and account plans for customers that outline critical customer goals, metrics for success, potential issues, and provide best practices and recommendations Be a strategic partner and thought leader for your customers by providing hiring and workforce management industry insights and best practices. Be a change management champion by helping your customers evolve their recruiting strategies, processes, and workflows Provide training and insights on how to optimize their usage of Fountain. Interact with clients via email and zoom to gather project requirements, communicate strategies, report back the tracking milestones and success, and manage budgetary allowances Create, outline, and maintain updates on project plans, document milestones, manage the budget, and contribute to client success stories Collaborate with internal teams (sales, product, engineering, marketing), advocating on behalf of your customers Use your insights and innovations working with customers to lead team projects which improve the experience for all customers Please expect to travel onsite for customer meetings 2‑3x per quarter How We Use AI on This Team At Fountain, we believe Agentic AI is a force multiplier for customer success teams. The Enterprise CSM role is expected to actively use Agentic AI tools to work smarter, not just faster. Meeting efficiency: Use AI to transcribe, summarize, and extract action items from customer and internal calls, reducing manual note‑taking and ensuring nothing falls through the cracks Project documentation: Draft status reports, risk summaries, and stakeholder updates with AI assistance, then refine for accuracy and tone before distributing Workstream visibility: Apply AI tools to synthesize activity across multiple concurrent projects and flag potential timeline conflicts or blockers proactively Data Analysis: Using AI to analyze and synthesize customer data into actionable reports; and delivering meaningful metric‑backed recommendations Knowledge management: Leverage AI to help maintain and improve playbooks, ensuring documentation stays current as processes evolve Comfort with AI‑assisted workflows is expected. Experience with tools such as Claude, ChatGPT, Notion AI, or similar platforms is a plus. We are also strong users of the Fountain cross‑platform Agent: Cue. What You Should Bring 8+ years in a customer‑facing role (with at least 2 years in SaaS), with a preference of Enterprise Customer experience A background in customer success and/or account management, developing holistic strategies to guide complex organizations towards measurable business outcomes. Project management as a strength and experience leveraging internal resources and stakeholders to execute against deadlines within a complex organization. Experience with executive stakeholder relationship management up to C‑level Strong attention to detail, effective time management, and organizational abilities Familiar with concepts revolving APIs and integrations Curious, eager to learn the industry and product Strategic thinker with a knack for identifying creative solutions Proven ability to operate effectively in a fast‑paced environment and adapt quickly to change Demonstrated ability to quickly learn new technologies and reporting platforms Strong analytical skills, preferably with experience using Looker Nice to Have Understanding of key CS concepts such as customer journey, milestones, handoffs, escalations, churns, and maintaining a book of business Experience handling renewal conversations and commercials Salary Range $80,000 - $110,000K USD + bonus, depending on location and experience. Senior Product Designer We’re looking for a Senior Product Designer who thrives in complexity, embraces ambiguity, and turns it into clarity. You’ll own end‑to‑end design for Fountain’s CRM product: from research and ideation to polished, production‑ready designs, to iterating post‑release. This role requires balancing user needs, business objectives, and technical feasibility to create a category‑defining CRM that delivers measurable impact. This role partners with our Design team, Product Managers, Engineering, CS, and Data teams to deliver compelling, user‑driven product experiences. You will also work closely with Fountain's AI product surfaces, including our Cue agentic system, and are expected to both design for AI‑driven experiences and leverage AI tools as part of your own design process. This role is fully remote and requires 6+ hours overlap with US Pacific Time. What You’ll Be Doing Lead the design of Fountain’s CRM product, from discovery through delivery Design agentic‑first experiences that reduce recruiter workload, surface the right talent intelligence at the right moment, and drive measurable hiring outcomes Translate complex workflows and data into intuitive, elegant user experiences Conduct user research to deeply understand user needs and validate solutions Understand the distinct goals, mental models, and workflows of different user types (applicants, recruiters, and admins) Partner closely with product managers and engineers to deliver intuitive, user‑centered product experiences and ship impactful features at high velocity Work in rapid, iterative cycles—from problem framing to polished design—to accelerate learning and delivery without compromising quality Bring clarity to ambiguous problems through structured thinking and strong problem‑solving skills Communicate ideas with precision and influence through storytelling, prototypes, and data‑driven rationale Contribute to high‑quality UI and UX design system patterns for consistency and scalability What You Should Bring 5+ years of product design experience in high‑complexity B2B SaaS, with a portfolio showcasing user‑focused problem solving and elegant product solutions Exceptional interaction design and visual craft — you have a strong command of visual design as well as usability best practices, and you apply design principles and patterns with intention to produce consistent, high‑quality work. Expert‑level proficiency in design tooling — currently Figma, with strong AI fluency across tools such as Claude that help you move fast without sacrificing quality. Experience in user research and validation — you effectively lead discovery in ambiguous spaces to uncover real user needs and translate findings into clear product direction. Strong sense of ownership — you advocate for design excellence and challenge assumptions. You are able to balance user needs with business goals and technical constraints. Exceptional communication skills — you can explain the “why” behind your decisions and advocate for design quality. Time zone flexibility — 6+ hours overlap with US Pacific Time. Nice to Have Experience working with talent acquisition or CRM platforms. Salary Range $130,000 - $170,000 depending on location and experience. Equal Opportunity Employer Fountain is proud to be an equal opportunity workplace. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, socioeconomic status, disability, and veteran status. By submitting an application, you confirm that you have read our Privacy Policy and agree that we may process and retain your personal data for the purpose of recruitment in accordance with applicable data protection laws. #J-18808-Ljbffr SCALIS