Implementation ManagerDepartment: Customer Success
Employment Type: Full Time
Location: United States
Reporting To: Head of US Customer Success
DescriptionAs we continue to bring on more large, complex customers, we're looking for an
Implementation Manager to fully own a high volume of mid-market and enterprise implementations from end to end. You'll steer timelines, manage technical complexity, and lead customers confidently through a high-stakes rollout.
The fine print (but way more exciting):- This is a remote role based in the U.S. (EST or CST). Our HQ is in Jersey, UK, and our 100-person team is spread across the U.K. and U.S.
- At full ramp, you'll manage 15-20 active implementations at once-a mix of around 10 lighter SMB rollouts (4-8 weeks), 6-7 mid-market projects, and 2-3 chunkier enterprise programs that run closer to 6 months. The average implementation runs about 50 days.
- Our product is deep, flexible, and genuinely complex. You'll need to understand a wide range of customer types, workflows, and implementation paths.
- Pinpoint isn't for everyone. We're still in startup mode: fast-moving, lean, and sometimes ambiguous. You'll thrive here if you're proactive, adaptable, and comfortable building structure where none exists.
- Our values actually matter here. We hire people who reflect them in how they work, collaborate, and make decisions.
About the Role:- Maintain strong accountability across 15-20 concurrent implementations, ensuring deadlines are met and blockers are addressed with urgency
- Own the project management of implementation from kickoff through go-live, tracking milestones, managing risks, and keeping everyone aligned
- Lead internal and external discovery to understand customer needs and design tailored implementation plans
- Scope and shepherd HRIS integrations, including reading API docs, mapping data, and reducing engineering dependency where you can
- Coordinate internal teams across integrations, product, and support to ensure timely delivery and clear communication
- Act as a trusted advisor to enterprise customers, offering strategic workflow guidance and product best practices
- Ensure a smooth handover to our Customer Success team post-implementation, while staying involved through early adoption to support long-term success
- Develop and deliver scalable customer training: live sessions, train-the-trainer programs, and asynchronous enablement materials
Tech stack: Arrows, HubSpot, ClickUp, Slack, Intercom, Linear, Guru
About You:- 3+ years leading large-scale B2B SaaS implementations (ideally across both enterprise and mid-market; HR/recruiting tech a huge plus)
- Proven experience managing 10+ concurrent implementations-balancing complexity, customer pressure, and internal coordination
- Technically self-sufficient-can read API docs, troubleshoot basic integration issues, and reduce engineering dependency
- Structured project owner-builds milestone-driven plans, defines customer responsibilities, and thinks 2-3 steps ahead to manage risk
- Experienced working with global customers and cross-functional teams (product, engineering, CS)
- Past examples of managing implementation risk-e.g., adjusting plans, unblocking tech issues, or driving change
- Brings operational rigor and accountability to each project-others trust you to own outcomes, not just tasks
- Comfortable working in ambiguous, startup-style environments with evolving processes
- Professional polish and presence-clear communicator who can command a (virtual) room
- AI-forward in how you actually work
- Comfortable working in ambiguous, startup-style environments with evolving processes.
- Based in the U.S. (EST or CST)
What We Offer:We want Pinpoint to be the
best place you've ever worked-somewhere you feel valued, supported, and excited to grow. Here's what you'll get:
- 🩺 Gold-plated healthcare - The best medical, dental, and optical coverage money can buy. We've got you (and your family) covered
- 🏝 Unlimited holidays - Work-life balance matters. Take the time you need to rest, recharge, and enjoy life
- Mental health support - Unlimited, immediate access to professional counseling through Spill-because your well-being comes first
- 💰 Retirement matching - A competitive plan to help you hit your long-term financial goals
- 🌍 Remote-first culture - Work where you're most productive. As a remote-first team, we prioritize flexibility and trust
- 📈 Meaningful equity - You're helping build something special, and you should share in its success
- 👶 Generous parental leave - Up to 16 weeks of fully paid leave to support new parents
- Learning budget - Annual funds for courses, books, or anything else that fuels your personal and professional growth
- Top-of-the-line equipment - MacBook Pro, 4K monitors, and all the right tools to do your best work
- A team that's got your back - Smart, driven, kind people who want you to succeed, our clients to be wowed, and our business to grow
A detailed overview of our benefits can be found
here 
