Manager - Implementation Management
About The Role
In this role, you will lead a team of Implementation Managers who are instrumental in helping customers onboard with Hightouch. Your team works closely with customer stakeholders and internal partners to translate business requirements into reliable technical implementations by designing the right approach, configuring and validating integrations, and guiding customers through the onboarding experience. Implementation Managers serve as trusted technical partners during this phase, coordinating cross-functional execution, navigating complexity, and removing blockers so customers can realize value quickly and confidently.
In this role, you will you will be accountable for the quality, consistency, and predictability of customer implementations. This includes building and scaling a high-performing team, setting clear delivery standards, and ensuring customers realize value from the Hightouch platform quickly and reliably.
This is a hands-on leadership role that combines people management with deep technical expertise. You will actively participate in solution design reviews, guide your team through complex technical challenges, and lead critical escalations when needed. You’ll work closely with Customer Success, Product, and Engineering to surface systemic delivery issues and customer insights that inform product and process improvements.
What You'll Do
People Leadership & Development
Build, hire, and develop a high-performing team of Implementation Managers
Coach and mentor team members on both technical execution and customer-facing skills
Establish clear goals, performance metrics, and accountability tied to implementation outcomes
Foster a culture of technical rigor, ownership, and continuous improvement
Implementation Strategy & Delivery
Develop and scale implementation frameworks that balance consistency with flexibility for complex use cases
Identify delivery risks early and drive mitigation plans across accounts
Ensure a consistently high bar for customer onboarding and launch experiences
Technical Excellence & Operations
Maintain deep technical knowledge of the Hightouch platform and stay current with product developments
Establish and evolve technical best practices and implementation standards
Lead complex technical escalations and unblock high-risk customer situations
Partner with Engineering and Product to translate recurring customer challenges into product and tooling improvements
Cross-Functional Leadership
Partner closely with Customer Success to ensure smooth handoffs and long-term customer success
Represent the voice of the customer in internal planning and strategy discussions
Contribute to the rollout of new products and features by ensuring implementation readiness
Drive process improvements that increase team efficiency and reduce delivery friction
What We’re Looking For
Leadership Experience
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
Technical & Customer Delivery Background
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
Core Competencies
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
Preferred Qualifications
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
Compensation
The salary range for this position is $185,000-$215,000 USD per year, which is location independent in accordance with our remote-first policy. We also offer meaningful equity compensation in the form of ISO options, and offer early exercise and a 10-year post-termination exercise window.
About the job
Apply for this position
Manager - Implementation Management
About The Role
In this role, you will lead a team of Implementation Managers who are instrumental in helping customers onboard with Hightouch. Your team works closely with customer stakeholders and internal partners to translate business requirements into reliable technical implementations by designing the right approach, configuring and validating integrations, and guiding customers through the onboarding experience. Implementation Managers serve as trusted technical partners during this phase, coordinating cross-functional execution, navigating complexity, and removing blockers so customers can realize value quickly and confidently.
In this role, you will you will be accountable for the quality, consistency, and predictability of customer implementations. This includes building and scaling a high-performing team, setting clear delivery standards, and ensuring customers realize value from the Hightouch platform quickly and reliably.
This is a hands-on leadership role that combines people management with deep technical expertise. You will actively participate in solution design reviews, guide your team through complex technical challenges, and lead critical escalations when needed. You’ll work closely with Customer Success, Product, and Engineering to surface systemic delivery issues and customer insights that inform product and process improvements.
What You'll Do
People Leadership & Development
Build, hire, and develop a high-performing team of Implementation Managers
Coach and mentor team members on both technical execution and customer-facing skills
Establish clear goals, performance metrics, and accountability tied to implementation outcomes
Foster a culture of technical rigor, ownership, and continuous improvement
Implementation Strategy & Delivery
Develop and scale implementation frameworks that balance consistency with flexibility for complex use cases
Identify delivery risks early and drive mitigation plans across accounts
Ensure a consistently high bar for customer onboarding and launch experiences
Technical Excellence & Operations
Maintain deep technical knowledge of the Hightouch platform and stay current with product developments
Establish and evolve technical best practices and implementation standards
Lead complex technical escalations and unblock high-risk customer situations
Partner with Engineering and Product to translate recurring customer challenges into product and tooling improvements
Cross-Functional Leadership
Partner closely with Customer Success to ensure smooth handoffs and long-term customer success
Represent the voice of the customer in internal planning and strategy discussions
Contribute to the rollout of new products and features by ensuring implementation readiness
Drive process improvements that increase team efficiency and reduce delivery friction
What We’re Looking For
Leadership Experience
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
Technical & Customer Delivery Background
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
Core Competencies
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
Preferred Qualifications
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
Compensation
The salary range for this position is $185,000-$215,000 USD per year, which is location independent in accordance with our remote-first policy. We also offer meaningful equity compensation in the form of ISO options, and offer early exercise and a 10-year post-termination exercise window.