As Senior Manager, Technical Services, you'll lead the Implementation Specialists and Senior Professional Services Consultants who onboard new customers and deliver complex technical projects: system integrations, SFTP connections, data cleanup, compensation planning cycles, and custom configurations.
This is a leadership and people management role. You'll set the operating model, develop the team, own client project management, and serve as the escalation point, without carrying a direct client account load. You'll report to the Senior Director of Customer Experience and partner with Sales, R&D, and CX. The role is fully remote within the US (Eastern to Pacific time zones).
You'll be a great fit if- Career Experience: You've worked at B2B SaaS companies that are AI-forward and focused on data analytics, with particular interest in HR, revenue, talent acquisition, and finance platforms
- Client Demographic: You've delivered for mid-market and enterprise customers (300 to 1,500+ employees) in Professional Services, Implementation, Technical Customer Success, or consulting, including executive stakeholder management
- Functional Breadth: You've helped scale client-facing technical teams. You don't need to have led the function, but you understand what growth and scale look like in practice
- People Management: You've managed technical, customer-facing teams, you know how to hire and develop talent, and you keep growing as a people manager
- Technical Expertise: You have technical depth in integrations, REST APIs, SFTP, data structures, and SaaS configuration, enough to troubleshoot alongside your team
- Company Stage Appropriateness: You like to build, not just maintain, and you bring a metrics orientation (capacity planning, utilization, KPIs) to processes that scale
- Behavioral Traits: You use pattern recognition to spot ways to support clients better
- Communication: You communicate clearly with technical and non-technical audiences
- Bonus: startup experience; HRIS or compensation planning platforms; HubSpot, Planhat, Zendesk, Postman, or SQL; PSA or project management tools; AI tools used to improve services workflows
What you'll do- Lead the team: recruit, coach, and retain Implementation Specialists and Senior Professional Services Consultants; set goals, manage performance, and build a bench of future leaders
- Own escalations: resolve technical blockers such as integration failures and data sync errors, coach the team to troubleshoot independently, and drive root-cause fixes with Support, Product, and R&D
- Run delivery: own technical onboarding, integrations, data cleanup, and project management; forecast capacity against the sales pipeline and existing customer demand; build the playbooks, processes, and AI-enabled automation that make delivery fast and accurate; own and report on operational metrics
- Partner across the business: work with Sales on scoping, Customer Success on expansion, and executive stakeholders at key customers; be the voice of the customer to Product and R&D
How you'll be measured- Time to value: implementation duration, time to launch, and on-time completion
- Project CSAT survey scores
- Data accuracy at project completion and stability of integrations after delivery
- Escalation resolution speed, team utilization, engagement, and retention
The details- Tools: HubSpot, Planhat, and Zendesk, plus the ChartHop platform
- Interviews: Talent Partner Screen, Hiring Manager, Team Interviews (Culture, Technical, Collaboration) and Leadership
- Compensation: L5, Senior Manager. $150k-$170k base salary + $20k bonus based on seniority within the L5 level.
- Application deadline: Friday October 23rd
