Implementation Manager

About CANDID

CANDID is the leading mortgage marketing and sales ecosystem helping originators and mortgage companies eliminate outdated tech stacks, automate growth, and streamline the borrower journey, all from a single platform. Our customers range from elite LO teams to enterprise lenders with thousands of users.

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The Role

We’re looking for a process-driven Implementation Manager who can own the entire onboarding journey from Sales handoff to live launch. You’ll quarterback every step of the implementation, coordinating internal teams across tech, data, onboarding, and compliance to ensure a seamless, high-impact experience for every customer.

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To succeed, you’ll need to be fluent in CANDID’s platform, confident in mortgage sales and marketing conversations, and naturally curious about how each customer operates. Your superpower is making complexity feel simple, setting the pace, translating needs into action, and always driving toward clarity.

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What You’ll Own

From the moment Sales completes the solution assessment, you’ll step in to lead:

• Kickoff Call
• Technology Alignment Meeting
• Compliance Overview
• Integration & Data Setup Meeting
• Platform Setup + Customization
• Training & Strategic Planning Meeting
• Launch Meeting
• 30- and 60-day post-launch check-ins (in collaboration with the Client Success Manager)

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You’ll manage multiple implementations at once — from small teams (2–10 users) to enterprise rollouts (11–1,000+ users).

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Core Responsibilities

• Act as the primary point of contact for new clients during onboarding
• Drive coordination between internal teams: Setup & Data, Tech, Compliance, Onboarding, and Client Success
• Create and manage implementation timelines, holding all stakeholders accountable
• Translate client goals into actionable technical execution plans
• Lead weekly client calls to align on milestones, deliverables, and next steps
• Identify and escalate risks or roadblocks early
• Document key client requirements to ensure a smooth transition to the Client Success team

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What Success Looks Like

• High client satisfaction (CSAT) during onboarding
• Increased platform adoption and user engagement
• On-time launches across client types
• A confident, well-documented handoff to the Client Success Manager
• Strong renewal rates driven by an exceptional onboarding experience

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You Might Be a Fit If You…

• Thrive in a fast-paced, startup-style environment
• Are process-driven but flexible, you can follow a checklist and make up the playbook when needed
• Understand SaaS platforms (Salesforce experience is a plus)
• Have 3+ years of experience managing onboarding or implementation projects for software clients
• Are a strong communicator and relationship builder 
• Have 3+ years in the mortgage industry
• Can manage 5–15 active implementations without losing control of the details

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Who You’ll Work With

You’ll report to the Chief and work closely with:

• Tech Specialists (for platform configuration and capabilities)
• Setup & Data Specialists (for user imports, data mapping, and customization)
• Onboarding & Training Specialists (for client enablement)
• Client Success Managers (for long-term retention and account growth)

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For more information about working at CANDID, please contact alex@candid.inc