Implementation Manager

Summary We are looking for an Implementation Manager to join our growing CX team. The ideal candidate is a proactive, solution‑oriented professional with experience managing complex software implementations for mid‑market to light enterprise clients. This is an individual contributor role and does not include people‑management responsibilities. This role is perfect for someone who thrives in high‑touch, high‑value customer environments, can manage diverse personalities, and is motivated by driving successful, long‑term adoption of a mission‑critical platform. This is a 100% remote U.S. opportunity. Your Role Lead the customer implementation process from contract signature through full adoption and handoff to Customer Success. Manage 30–40 concurrent implementation projects, each involving multiple stakeholders and varying timelines. Design, deliver, and adjust project plans and milestone schedules to ensure engagement and momentum throughout multi‑month onboarding. Conduct live training sessions, working sessions, and executive‑level updates via video conference. Motivate and guide customers through complex technical rollouts, ensuring platform understanding and operational readiness. Serve as the primary point of contact during implementation, navigating different personalities, org structures, and stakeholder levels. Collaborate closely with Product, Support, and CS teams to ensure seamless internal alignment and a smooth customer journey. Gather feedback, identify risks, and proactively address blockers to protect timelines and outcomes. Prepare to take ownership of Alpha or strategic accounts after demonstrating strong mastery of the platform and process. Continue to surprise and delight customers with a can‑do mindset and a customer‑first approach. Your Experience 3–5 years of experience in SaaS onboarding, implementation, or project management (platform experience preferred over point solutions). Proven ability to manage multiple, multi-month implementation projects with mid‑market or Fortune 100 clients. Experience with cloud‑based platforms and the ability to quickly learn complex software ecosystems. Strong communication skills across all channels (Zoom, Slack, Salesforce, etc.) and with various seniority levels. Demonstrated ability to manage complex personalities and drive accountability without direct authority. High emotional intelligence, professional resilience, and a go‑getter mindset. Exceptional organizational and project management skills with the ability to set goals, manage deadlines, and work with minimal direction. Experience working autonomously in a remote environment. Bonus Skills Change management or stakeholder communication frameworks Technical familiarity (APIs, SSO, integrations, basic configuration) Advanced Excel or project planning tools (Asana, Jira, Smartsheet) Team Values Communication: Ask questions, offer clarity, operate with transparency and empathy Collaboration: Work cross‑functionally to find the best path forward Continuous Improvement: Seek growth in both process and product Compensation and Benefits Annual compensation range: Up to $75,000 – $80,000. Up to $85,000 for candidates with demonstrated Alpha/strategic implementation leadership experience. The annual compensation range for this position is listed above. This salary range is an estimate, and the actual salary may vary based on company compensation practices, job related skills, depth of experience, relevant certifications and trainings, in addition to geographic location. In addition to the range below, U.S. employees are eligible for equity. Employees in this position are also eligible to participate in the Company’s standard benefit programs, which currently include medical, dental, and vision benefits, 401(k), and paid time off. Generous PTO policy Full benefits, including 401(k) Regular team happy hours and activities Remote work flexibility #J-18808-Ljbffr 12twenty