The Implementation Manager works with enterprise and global clients to design, lead, and execute successful onboarding and implementation programs. This role reports to the Director of Implementation and serves as a trusted advisor and subject-matter expert, responsible for translating client goals into configured solutions, delivering training, and ensuring clients achieve measurable value from the platform.
Implementation Managers partner closely with Sales, Account Executives, Product, and Client Success teams to support new business, guide sophisticated use cases, and build strong long-term client relationships.
Key ResponsibilitiesClient Onboarding & Program Leadership- Design and lead end-to-end onboarding plans aligned to client objectives and success metrics.
- Drive kickoff, configuration, training, and go-live activities for complex enterprise implementations.
- Establish project milestones, benchmarks, and outcomes to measure onboarding success.
- Act as the primary implementation lead and point of accountability throughout the onboarding lifecycle (first 60 - 90 days of engagement)
Solution Design & Delivery- Become an expert in the company's platform and solution capabilities.
- Gather client requirements and translate them into effective technical and functional configurations.
- Deliver client training sessions, product walkthroughs, and best-practice guidance.
- Troubleshoot implementation and configuration challenges to ensure successful solution adoption.
Stakeholder Management & Communication- Build strong, consultative relationships with client executives, program owners, and operational teams.
- Present confidently as a product and subject-matter expert during client-facing interactions.
- Communicate clearly via meetings, presentations, email, and documentation to internal and external stakeholders.
Cross-Functional Collaboration & Pre-Sales Support- Partner with Sales and Account Executives to support pre-sales consultations and solution scoping.
- Provide product expertise and guidance to shape solutions for sophisticated prospects.
- Collaborate with internal teams to continuously improve onboarding processes, tools, and client experience.
Required Skills & Qualifications- Strong presentation, written, and verbal communication skills.
- 6+ years proven experience managing client-facing projects or implementations with minimal supervision.
- Ability to understand complex client requirements and propose practical, scalable solutions.
- Confidence engaging with both executive-level stakeholders and operational teams.
Preferred Experience- Experience in Enterprise SaaS, enterprise technology, financial services, or risk management spaces.
- Ownership in driving organizational change management and/or process development.
- Background in onboarding, implementation, consulting, or customer success roles.
- Comfort supporting pre-sales discussions and solution design with commercial awareness.
- Willingness to travel as needed to support client engagements.
What Success Looks Like in This Role- Clients complete onboarding on time with clear adoption and success benchmarks met.
- Stakeholders view the Implementation Manager as a trusted partner and expert.
- Implementations transition smoothly to Client Success with confident, enabled clients.
- Internal teams rely on the Implementation Manager for insight, collaboration, and execution excellence.
Note: For employees within 90 minutes of our NYC office, the expectation for this role is 3 days a week in the office to interact with other team members.
The pay range for this role is:
100,000 - 130,000 USD per year (HQ)
