Own a rolling book of approximately 20–30 active implementations, balancing urgency, risk, and customer impact
Lead 1–2 focused implementation and training sessions per customer, centered on the products and workflows that matter most to their business
Guide founders and operators through Mercury banking,* IO, and core financial workflows in a way that is practical, clear, and confidence-building
Make real-time prioritization decisions across customers with different needs, timelines, and levels of complexity
Monitor usage signals, customer feedback, and operational data to identify risk, opportunity, and emerging patterns
Distill what you see into clear, actionable insights for Product, Sales, and downstream teams
Ensure thoughtful documentation and clean handoffs once implementation is complete, setting customers and internal teams up for long-term success

Have 3+ years of experience leading customer-facing implementations, onboarding, or technical enablement at a SaaS or fintech company, with a demonstrated track record of managing complex, high-value accounts
Be comfortable facilitating calls with founders and operators, guiding discussions toward decisions, next steps, and measurable outcomes
Bring strong judgment about what matters most in high-impact moments, and the discipline to deprioritize the rest
Be able to interpret customer signals, usage data, and operational metrics to inform prioritization and surface meaningful trends
Work effectively across Sales, Product, and downstream teams, advocating for customers while minimizing friction and noise
Take ownership of outcomes and follow through, even when work spans multiple teams or lacks a clear playbook
Thrive in fast-moving, ambiguous environments where products, processes, and priorities evolve quickly
Care deeply about delivering high-quality, consistent customer experiences at scale

Senior Implementation Manager

Key skills