Implementation ManagerAs Senior Manager, Implementation, you'll lead a team of Implementation Managers across EST and EMEA-aligned customers, owning regional delivery excellence from post-sale handoff through successful CSM transition. You'll sit within the broader Implementation org, reporting to the VP of Customer Experience and serve as the senior delivery leader for our Eastern and European customer base.
This is a player-coach role: you'll carry a book of strategic accounts while developing and managing a team of IMs. You bring the organizational instincts to build repeatable process, the people skills to grow early-career talent, and the customer fluency to handle our most complex onboarding engagements
In this role, you'll do:Team Leadership- Directly manage and develop a team of Implementation Managers across EST and EMEA-aligned accounts
- Set clear performance expectations, conduct regular 1:1s, and build a culture of ownership and client focus within the team
- Partner with the Director of Implementation on capacity planning, hiring, and team structure as the org scales
- Serve as the escalation point for your team's most complex or at-risk implementations
Delivery Excellence- Own a portfolio of strategic customer implementations end-to-end, from post-sale handoff through successful CSM transition
- Ensure consistent application of implementation methodology, project management standards, and delivery quality across your team
- Identify and resolve implementation challenges quickly, developing practical recommendations that protect time-to-value for customers
- Design and configure the CreatorIQ platform to meet complex customer requirements, setting the standard for your team to follow
Process and Operations- Drive continuous improvement in implementation processes - reduce time-to-go-live, increase consistency, and improve CSAT across the region
- Establish and track regional KPIs; translate performance data into coaching moments and process refinements
- Collaborate cross-functionally with Sales, Customer Success, and Product to surface implementation insights and advocate for customer needs
- Contribute to internal enablement by documenting best practices, building playbooks, and sharing learnings across the broader Implementation team
Who you are and what you'll need for this position:Experience- 8+ years in enterprise SaaS implementation, customer success, or professional services
- 3+ years managing or mentoring a team of IMs, CSMs, or similar customer-facing roles
- Proven track record of owning complex, multi-stakeholder onboarding engagements from kickoff through go-live
- Experience working across EST and EMEA timezones preferred
Skills and Attributes- Strong project management instincts - you keep multiple work streams moving without dropping detail
- A natural coach who develops people through feedback, not just direction
- Excellent communicator, equally comfortable in an executive business review and a technical discovery session
- Process-oriented mindset - you build systems and playbooks, not one-offs
- High EQ and the ability to manage up, down, and across with equal effectiveness
- Comfortable operating in ambiguity and a fast-moving environment
- Passion for the social media and influencer marketing space is a plus
Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Have 50% of the criteria? Excited about this opportunity? Passionate about what we do at CreatorIQ? Please apply! CreatorIQ is a place where everyone can grow.
What you will get from us:- People: work with talented, collaborative, and friendly people who love what they do.
- Guidance: utilize our learning platform to fully get the training and tools you'll need to become successful here from your first day with us.
- Surprise meal stipends: work from home can't stop the enjoyment of someone else making a meal for you!
- Work/life harmony: 15 days vacation, floating and set holidays, wellness allowance, and paid parental leave.
- Whole Health Package: medical, dental, vision, life, disability insurance, and more.
- Savings: a 401k (USA) plan to help you plan ahead.
- Work from home stipend: to assist you in setting up a home office that works for you (or buy a new dog leash - your choice!).
