About the RoleAs Ediphi grows, we're looking for an Implementation Manager to lead our Product Specialist team and help us scale implementation while preserving the high-touch partnership our customers value.
In this role, you'll partner with Customer Success leadership to improve how we implement customers, use data to drive better team performance and customer outcomes, and build the systems and processes that help us scale. You'll lead a team of Product Specialists, experienced construction professionals who guide customers through implementation, and help them succeed through coaching and strong leadership.
What You'll DoLead the Implementation Team- Coach, mentor, and develop a team of Product Specialists responsible for customer implementations.
- Foster a culture of accountability, ownership, and continuous learning.
- Support hiring, onboarding, workforce planning, and career development as the organization grows.
- Provide leadership on complex implementations and customer escalations.
- Remove obstacles that impact team productivity and customer outcomes.
- Travel approximately 20-30% to support customer engagements, team collaboration, training, and company events.
Own and Scale the Implementation Function- Identify opportunities to improve Ediphi's implementation strategy and operating model, and bring recommendations to Customer Success leadership.
- Build and improve scalable implementation processes, playbooks, and delivery standards, while maintaining flexibility for customer needs.
- Own implementation metrics, including time-to-value, customer adoption, team performance, capacity, and customer outcomes.
- Use data to identify bottlenecks, prioritize improvements, and inform operational decisions.
- Evaluate new tools, automation, and AI to improve efficiency and implementation outcomes.
Partner Across the Business- Partner with Product, Sales, and Data teams to improve the customer implementation experience.
- Represent the voice of the customer by bringing implementation insights and feedback into product and operational planning.
- Build strong cross-functional relationships that enable effective decision-making and operational alignment.
What We're Looking For:- 5+ years leading Implementation, Professional Services, Customer Success, or another customer-facing SaaS function.
- Experience scaling implementation or onboarding processes in a high-growth SaaS environment.
- Demonstrated success leading and developing high-performing customer-facing teams.
- Strong operational mindset with experience building scalable processes, documentation, and operating rhythms.
- Experience using data and metrics to improve team performance and customer outcomes.
- A track record of creating a culture of accountability, ownership, and continuous improvement.
- Self-directed, highly organized, and effective at building trust, accountability, and momentum in a remote-first environment.
- Excellent cross-functional collaborator who can bring people together, navigate competing priorities, and move initiatives forward.
- Preferred:
- Experience with construction technology or other workflow-intensive B2B SaaS platforms.
- Familiarity with commercial construction, estimating, or preconstruction workflows.
What Success Looks Like in your first 6 Months: - Built strong relationships with the Product Specialist team and key cross-functional partners.
- Established clear expectations, consistent coaching, and accountability across the implementation team.
- Assessed the implementation function, identified key opportunities to scale, and developed a prioritized improvement roadmap.
- Introduced or refined implementation metrics that improve visibility into team performance and customer outcomes.
- Made visible progress toward improving implementation consistency, team effectiveness, or customer experience.
- Begun building more scalable implementation processes and ways of working to support Ediphi's growth.
Benefits- Remote working environment (U.S. based)
- Competitive salary and stock options
- Unlimited PTO (and we actually encourage you to use it)
- Health, dental, vision, and life insurance
- Parental leave
- A phenomenal, remote-first team that deeply cares about creating great products
Join us!At Ediphi, our values are passion, integrity, curiosity, humility, and openness. If this sounds like a team you'd like to be part of, we're excited to hear from you!
