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.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether? 

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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