Senior Implementation Manager

Role Overview

• Lead the team and set the culture.
• Hire, coach, and develop a high-performing Implementation team and build the customer-first, outcome-obsessed, process-rigorous bar the function operates against.
• Set and execute the strategy.
• Define the implementation motion across segments and own the playbooks, staffing model, capacity planning, and global coverage (US, EMEA, APAC) that scale it without linear headcount growth.
• Run goal-based onboarding that drives retention-grade adoption.
• Tie every customer's onboarding to the goals they bought us for — attribution clarity, ad efficiency, retention lift, AI-driven workflow — and use data to ensure they leave onboarding using the features that correlate with retention and expansion.
• Build the AI-first, self-serve onboarding experience.
• Partner with Support, Product, and Customer Success on a Moby-led onboarding layer — guided setup, in-product education, personalized walkthroughs, on-demand answers, and the documentation behind them — so every customer gets a senior implementation partner regardless of plan tier, and the team is freed to focus where humans matter.
• Run operations against real metrics.
• Pilot conversions, time-to-first-value, goal-attainment rate, feature-adoption rate, onboarding CSAT, and post-onboarding health-score trajectory — instrument them, publish them, move them.
• Own the handoff to CS.
• Define what "implementation complete" means, what the CSM inherits, and the criteria a customer has to hit before they leave your team.
• Run the cross-functional partnerships.
• Route non-standard technical work to Solutions Architecture cleanly and be the voice of the new customer to Product and Engineering, surfacing onboarding friction and feeding implementation signal into the roadmap.
• Act as the senior escalation point for high-risk or stalled implementations, and the person Sales, CS, and execs trust to get customers to live and adopting.

Requirements

• 5+ years of experience in SaaS implementations, onboarding, professional services, customer success, or a related customer-facing function.
• 2+ years of experience leading, coaching, and developing high-performing teams.
• Experience leading Implementation, Professional Services, Onboarding, or Customer Success teams in a high-growth SaaS environment.
• Strong project management skills with experience overseeing multiple complex customer implementations simultaneously.
• Proven ability to build relationships and influence stakeholders internally and externally.
• Excellent written and verbal communication skills, with the ability to simplify complex concepts for diverse audiences.
• Strong understanding of digital marketing, analytics platforms, data integrations, and customer onboarding best practices.
• Experience supporting eCommerce, MarTech, analytics, or other data-driven technology platforms.
• Strong understanding of customer onboarding methodologies, change management, and value realization strategies.
• Highly organized and detail-oriented, with the ability to prioritize effectively in a fast-paced environment.
• Analytical mindset with the ability to leverage data to drive decisions and improve team performance.
• A proactive, solution-oriented approach with the ability to balance strategic thinking and hands-on execution.

Benefits

• Health insurance
• 401(k) matching
• Paid time off
• Remote work options