Lead a team of Implementation Managers who help customers onboard with Hightouch
Work closely with customer stakeholders and internal partners to translate business requirements into reliable technical implementations
Design the right approach, configure and validate integrations, and guide customers through the onboarding experience
Ensure quality, consistency, and predictability of customer implementations
Build and scale a high-performing team, set clear delivery standards, and ensure customers realize value from Hightouch quickly and reliably
Actively participate in solution design reviews
Guide your team through complex technical challenges
Lead critical escalations when needed
Work closely with Customer Success, Product, and Engineering to surface delivery issues and customer insights

3–5 years of people management experience leading technical, delivery-oriented teams (e.g. implementation, solutions, onboarding)
Proven ability to build and scale high-performing teams in fast-growing environments
Strong coaching and feedback skills with experience developing career paths for technical professionals
Track record of setting clear expectations and holding teams accountable to outcomes
Deep understanding of enterprise software implementations, including APIs, databases, and data integration systems
Hands-on experience with complex technical projects involving multiple stakeholders and custom requirements
Ability to independently reason through data flows, integration patterns, and technical tradeoffs
Familiarity with customer success and implementation metrics, including time-to-value and launch success
Clear, confident communicator with the ability to influence across technical and non-technical audiences
Strong analytical and problem-solving skills with a bias toward action
Comfortable operating in ambiguity while maintaining a high bar for execution and quality
Experience with modern data stacks, including data warehouses and ETL/ELT tools
Background in Customer Data Platforms (CDPs), marketing technology, or data activation
Experience in B2B SaaS, particularly in implementation, solutions engineering, or technical customer success roles
Track record of improving customer retention through strong onboarding and implementation outcomes

Manager, Implementation Management

Key skills