Manager, Implementation

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Manager, Implementation based in Canada. Lead and develop a high-performing implementation team in a remote-first environment focused on customer success and operational excellence. In this role, you will oversee implementation delivery, strengthen team performance, and improve processes that help customers realize value quickly. You will use performance data, customer feedback, and operational insights to identify opportunities and drive continuous improvement. Working closely with Sales, Customer Success, Support, Professional Services, and Product teams, you will help remove barriers and enhance the end-to-end customer journey. This is an opportunity to shape scalable implementation practices, mentor team members, and contribute directly to customer satisfaction and business growth. You will thrive in a collaborative, data-driven culture that values accountability, learning, and strong relationships. 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.