Implementation Manager

About Our Client

Our client offers a customer intelligence platform that captures every buying signal, empowering companies with AI enrichment and automation to reach the right person with the right context at the right time. Despite an explosion of buyer signals, many companies struggle with siloed point solutions, bloated tech stacks, and unactionable "intent" data. This platform consolidates all relevant buying signals into one place, enabling tracking of the entire customer journey, matching signals to real people and accounts, and facilitating action and automation.

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The company has secured significant funding from top-tier investors and is backed by experienced operators from leading fast-growing companies. Joining this team means becoming part of a group that thrives on asking challenging questions, collaborating effectively, and making swift decisions. The team values simplicity, passion, trust, each other, and customers above all else.

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About The Role

As an Implementation Manager, the individual will own complex, multi-stakeholder implementations and serve as a trusted delivery partner for customers navigating ambiguity, change, and scale. This role is ideal for individuals who can independently manage sophisticated implementations end-to-end, are comfortable leading executive conversations, balance customer advocacy with scope discipline, and know how to communicate limitations constructively. The successful candidate will not only deliver launches but also drive adoption, mitigate risk, and accelerate time-to-value, even when inputs are imperfect and priorities are shifting.

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What You’ll Do

Own Complex Implementations

• Lead net-new implementations, expansions, and one-time workshops across mid-market and enterprise customers.
• Manage multiple concurrent customers with varying levels of complexity, readiness, and stakeholder alignment.
• Serve as the primary point of ownership from kickoff through graduation and handoff to Customer Success.

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Navigate Ambiguity & Mis-Scoping

• Diagnose root causes when projects stall, scope shifts, or customer expectations evolve.
• Independently sequence work, make tradeoffs, and adjust plans to protect outcomes and timelines.
• Set and reset expectations clearly with customers and internal partners.

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Drive Adoption & Time-to-Value

• Ensure customers not only launch but understand why the platform matters and how to use it effectively.
• Lead change management efforts to support durable adoption across teams and roles.
• Identify early risks to adoption and escalate strategically before issues become escalations.

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Lead Executive & Cross-Functional Conversations

• Confidently facilitate executive-level and director-level customer conversations.
• Partner with Sales, Customer Success, RevOps, Product, and Engineering to align scope, sequencing, and success criteria.
• Represent Services with credibility and clarity in customer and internal forums.

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Contribute to Services Maturity

• Share learnings, patterns, and feedback that improve delivery quality and consistency.
• Help refine playbooks, templates, and best practices based on real customer experience.
• Model strong judgment and ownership for less-tenured Implementation Managers.

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What Success Looks Like

• Customers reach value faster with fewer escalations.
• Implementations stay focused, disciplined, and outcome-oriented even in ambiguity.
• Sales and Customer Success trust the individual to own complex accounts independently.
• Customers view the individual as a credible, steady partner, not just a project manager.

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Ideal Background

• 4–7 years of experience in SaaS implementations, Customer Success, or Professional Services.
• Experience implementing RevOps / GTM tooling (CRM, data, sales tech, analytics, or adjacent platforms).
• Proven ability to manage complex, multi-stakeholder engagements.
• Track record of navigating mis-scoped projects and resetting expectations successfully.
• Comfortable leading conversations with directors and executives.
• Demonstrated ability to say “no” while maintaining trust and momentum.

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What Makes You a Great Fit

• You exercise strong judgment under pressure.
• You’re calm, clear, and structured when things are messy.
• You balance empathy with boundaries.
• You take ownership end-to-end.
• You communicate with confidence and credibility across audiences.
• You care deeply about customer outcomes and sustainable delivery.

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Salary Range

The compensation range for this position is between $115-$155k OTE (plus equity) depending on experience.

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Values:

• Be Customer-centric - Work backwards from the needs of customers. The crisp articulation of customer value guides decisions.

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• Strive for Simplicity - Choose simplicity over complexity whenever possible. Seek to identify and understand the essential quality of what is being built.

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• Make it Happen - Be quick to take the first step, and prioritize decisiveness over fear of making a mistake. Measure success on impact over actions.

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• We’re In this Together - Measure personal success by the success of customers and teammates. Relationships matter, and the strongest ones are built on foundations of trust, enablement, and transparency.

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Benefits:

Investment in caring for employees and their families is a key part of the values and culture:

• Competitive base compensation with meaningful equity ownership.
• Health insurance including medical, dental, and vision, HSA and FSA.
• 100% of employee premium and 50% of premium for any dependents are covered.
• Unlimited Paid Time Off.
• Paid Company Holidays.
• Work from home policy including a laptop and support for home office needs.
• Monthly Remote Stipend.
• 401(k) self contribution.
• Paid Family Leave.
• Opportunity to join a diverse, passionate, and fun team at a pivotal time in the company’s lifecycle.

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Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”