Sr. Manager, Implementations

The Sr. Manager, Implementations will own the operational success of the onboarding lifecycle by ensuring customer implementations are delivered with consistency, transparency, and measurable impact. This player-coach role combines team leadership with hands-on ownership of complex implementation initiatives.

• Manage and oversee a large portfolio of concurrent customer implementations, proactively identifying risks and ensuring projects stay on track.
• Lead, coach, and develop a team of Implementation Managers while setting high standards for communication, organization, and execution.
• Establish clear expectations with customers and internal stakeholders, providing proactive updates on project status, timelines, and risks.
• Monitor implementation health and provide leadership with clear reporting on progress, challenges, and opportunities.
• Serve as the senior escalation point for complex implementations, customer concerns, and high-risk situations.
• Build, improve, and maintain implementation processes, playbooks, and workflows that support team scalability and operational excellence.
• Partner closely with Sales, Product, Customer Success, and Support teams to ensure smooth handoffs and alignment throughout the customer journey.
• Gather insights from customer implementations and help improve products, processes, and overall customer experience.
• Participate in customer kickoffs, events, and industry conferences, with approximately 10% travel expected.

Requirements:

The ideal candidate is an experienced implementation or customer operations leader with a strong background in managing complex projects, developing teams, and delivering successful customer outcomes. You should be highly organized, proactive, and comfortable operating in a fast-paced environment where attention to detail is critical.

• 5+ years of experience in implementation, onboarding, professional services, customer operations, or project management roles.
• 2+ years of experience managing and developing teams.
• Proven ability to manage a high volume of simultaneous projects or customer accounts while maintaining strong execution and follow-through.
• Experience leading customer-facing teams and delivering projects on time and within scope.
• Strong communication skills with the ability to manage expectations across customers, leadership, and cross-functional teams.
• Demonstrated experience creating and improving processes that enable scale and operational consistency.
• Strong project management skills with exceptional attention to detail and organization.
• Ability to identify risks early, solve problems effectively, and drive accountability across teams.
• Bachelor’s degree or equivalent practical experience.

Preferred Qualifications:

• Experience working in a B2B SaaS or technology environment.
• Familiarity with customer experience and operational tools such as Salesforce, Wrike, Zendesk, or ChurnZero.
• Experience managing enterprise customers and complex, multi-stakeholder implementations.
• Background in industries related to veterinary services, pet care, or animal-focused organizations.

Benefits:

• Competitive salary range of $108,000 - $124,000 per year.
• Performance-based bonus opportunity tied to defined KPIs and individual goals.
• Medical coverage for employees and dependents with employer contribution covering approximately 80-90%.
• Employer HSA contribution with high-deductible health plans.
• 401(k) retirement plan with company match up to 3.5%.
• Dependent Care Flexible Spending Account (FSA).
• Dental and vision insurance options.
• Basic life and AD&D insurance coverage.
• Short-term and long-term disability benefits.
• Flexible paid time off and 12 paid annual holidays.
• Paid parental leave.
• Pet-focused benefits including pet adoption support, pet insurance subsidies, and pet-related leave.
• Annual $250 learning and development stipend.
• Opportunity to work in a collaborative, growing technology environment with meaningful customer impact.