5+ years of experience in B2B SaaS customer onboarding or implementation management for enterprise accounts.
Proven success in managing complex implementations with multiple stakeholders.
Ability to drive user adoption and achieve tangible value quickly.
Strong project management and communication skills, especially in executive contexts.
Experience in regulated or operationally complex sectors, translating complex workflows into actionable plans.
Responsibilities
Own the end-to-end onboarding process for strategic enterprise accounts.
Lead complex, multi-stakeholder implementations, ensuring timely launch and readiness.
Serve as the primary customer liaison during onboarding, managing communication and expectations.
Collaborate with internal teams (Sales, Customer Success, Product, Engineering, and Operations) to achieve onboarding goals.
Translate customer workflows into implementation plans, focusing on compliance and operational needs.
Drive product adoption through tailored training and best-practice guidance.
Measure and report onboarding success through defined metrics.
Benefits
Competitive salary with equity opportunities in a high-growth company.
Comprehensive medical, dental, and vision insurance.
Flexible PTO and paid family leave policies.
Stipend for home office setup and equipment.
Hybrid work environment with three in-office days per week and close leadership access.
In-office meals are provided.
Full Job Description
This is a hybrid role based in New York, with in-office days on Monday, Wednesday, and Friday, and up to 25% travel.
Role Overview
As Enterprise Implementation Manager, you will report to the Vice President of Customer Success and own onboarding for PermitFlow's strategic enterprise accounts. You'll lead complex implementations from post-sale handoff through launch, serving as the primary customer contact and driving early value.
What You'll Do
Own enterprise onboarding end to end for strategic PermitFlow accounts - from post-sale handoff through successful launch and transition to Customer Success.
Lead complex, multi-stakeholder implementations by scoping customer outcomes, building project plans, managing timelines, and ensuring launch readiness.
Serve as the primary point of contact for enterprise customers during onboarding, proactively managing communication, expectations, and risk.
Partner cross-functionally with Sales, Customer Success, Product, Engineering, and Operations to align priorities and execute onboarding requirements.
Translate customer workflows and requirements (including permitting, compliance, and operational needs) into clear, actionable implementation plans.
Drive product adoption and early value realization through tailored training, enablement, and best-practice guidance.
Measure onboarding success using defined metrics (e.g., engagement, time-to-value, launch readiness) and share insights with internal stakeholders.
Build, refine, and document scalable enterprise onboarding processes, playbooks, and best practices.
What We're Looking For
5+ years of experience leading customer onboarding, implementation, or customer success for B2B SaaS enterprise or strategic accounts.
Proven ownership of complex implementations, managing multiple stakeholders, cross-functional dependencies, and customer-facing timelines from kickoff to launch.
Demonstrated ability to drive adoption and time-to-value, including leading live trainings, enablement sessions, and post-launch readiness reviews.
Strong project management and communication skills, evidenced by successfully running executive-facing meetings, maintaining clear project plans, and resolving risks or blockers proactively
Experience operating in regulated or operationally complex environments, with the ability to translate customer workflows and compliance requirements into actionable implementation plans.
What We Offer (Full-Time Roles Only)
Competitive salary and meaningful equity in a high-growth company
Comprehensive medical, dental, and vision coverage
Flexible PTO and paid family leave
Home office & equipment stipend
Hybrid NYC office culture (3 days in-office/week) with direct access to leadership
In-Office Lunch & Dinner Provided
Travel: This role requires up to 25% travel for onsite enterprise onboarding, training, and strategic customer engagements.
