Manager, Implementation

Accountabilities

• Lead, coach, and develop a team of 3–8 implementation professionals through regular one-on-one meetings, performance reviews, and career development planning.

• Monitor dashboards, KPIs, customer satisfaction scores, and quality metrics to identify performance trends, coaching opportunities, and process gaps.

• Improve implementation playbooks, methodologies, tools, and training programs to increase consistency, service quality, and time-to-value.

• Oversee team capacity planning, workload allocation, account assignments, recruitment, and onboarding in collaboration with the Team Lead.

• Partner with Sales, Customer Success, Support, Professional Services, and Product teams to improve the customer journey and resolve recurring operational challenges.

• Support the Director of Implementation in leading team meetings, communicating strategic priorities, and aligning team activities with broader departmental objectives.

• Track and report on implementation performance at both team and portfolio levels, including time-to-go-live, adoption, customer satisfaction, and escalation trends.

• Recommend improvements to team structure, process design, implementation strategy, and customer experience based on performance data and operational insights.

• Promote a culture of continuous learning, accountability, collaboration, and data-informed decision-making.

Requirements:

• 6–8+ years of experience in onboarding, implementation, customer success, or project management within a technology-driven environment.

• At least 2 years of direct people-management experience, including coaching, performance management, and team development.

• Strong understanding of implementation methodologies, customer onboarding processes, and the ability to learn and apply relevant software products and industry workflows.

• Proven ability to build, improve, and scale repeatable delivery processes, playbooks, and operational tools in a SaaS or other high-growth technology environment.

• Excellent project and program management skills, with the ability to manage competing priorities, allocate resources, and coordinate complex workflows.

• A data-driven approach to decision-making, with experience using dashboards, CRM systems, and analytics tools to measure team performance and customer outcomes.

• Strong communication and stakeholder-management skills, including the ability to represent team needs and recommendations to senior leadership.

• Excellent interpersonal skills and the ability to build productive relationships across Sales, Professional Services, Support, Product, and other teams.

• Adaptability, sound judgment, and comfort working in a fast-paced environment where priorities and processes may evolve.

• Preferred: Experience managing teams with a range of seniority levels, including individual contributors and player-coach roles.

• Must be eligible to work in Canada. Visa sponsorship is not available for this position.

Benefits:

• Base salary:CAD $92,500 per year, with the final offer determined by qualifications, experience, skills, location, and business needs.

• Health insurance, including medical, dental, and vision coverage.

• Life insurance.

• 401(k) retirement savings plan, as listed in the original posting.

• Paid time off.

• Remote work arrangement for candidates located in Canada.

• Opportunities to mentor and develop a team while influencing implementation strategy and customer outcomes.

• A collaborative, mission-driven work environment that values authentic relationships, continuous learning, interdependence, and data-driven decisions.

• An inclusive workplace that welcomes qualified candidates from diverse backgrounds and perspectives.