Senior Implementation Manager

Job Description

About Dono

Dono is an AI-powered property records platform built for title agencies, real estate law firms, and title underwriters. We automate data collection, document extraction, and title examination - with human verification backing every AI action. Our platform is modular: clients deploy full title production, plant maintenance, report generation, or any combination across their workflows. We operate in FL, NC, PA, AR, MO, OH, NV, and IL. Every hire at this stage shapes how we operate at scale.

The Role

This is Dono's first dedicated implementation and customer success hire. You'll own the full post-sale journey for a portfolio of 10–20 accounts: onboarding, activation, ongoing optimization, and expansion. You'll operate across Production, Product, Data, and Sales — traveling monthly to be on the ground with clients. This is an ownership role. You'll also be building the function itself alongside the COO.

What You'll Own

Onboarding & Activation

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• Execute structured onboarding from signed contract through first production order
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• Design integration plans tailored to each client's operating model — agency, law firm, or underwriter
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• Drive utilization from zero to target, identifying and removing friction whether it's technical, procedural, or organizational
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Account Ownership

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• Own 10–20 accounts across title agencies, real estate law firms, and title underwriters
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• Run monthly check-ins and quarterly business reviews with both decision-makers and operators — the person who signed the contract is rarely the person running production
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• Catch account health deterioration before the client flags it
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Production & Product Collaboration

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• Work with Dono's production team to ensure client configurations are correctly structured and maintained
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• Translate client friction and feature requests into structured R&D input
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• Recognize cross-account patterns — when multiple clients hit the same wall, that's a product signal
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Data & Reporting

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• Build account-level health reports and review materials from platform data
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• Track and surface utilization metrics proactively — to clients and internally
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• Use data to lead conversations, not respond to them
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Sales Interface

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• Execute clean warm handoffs from sales — zero information loss between close and rollout
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• Surface expansion opportunities across your portfolio: new geographies, additional modules, volume growth
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What We're Looking For

Required

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• 5–8 years in implementation, customer success, or technical account management in B2B SaaS or workflow software
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• Proven ability to drive adoption against measurable utilization targets — not just relationship maintenance
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• Cross-functional fluency across product, engineering, and ops
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• Comfortable pulling, interpreting, and presenting operational data
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• Strong communicator across formats: async writing, client presentations, internal escalations
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• US-based with genuine willingness to travel monthly
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• Background in title insurance, real estate law, mortgage, or a related real estate data workflow
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Strong plus

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• Experience at an early-stage company where the playbook didn't exist and you built it
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• Exposure to pre-sales or solution engineering
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Location

US-based, remote with regular domestic travel