Implementation Manager

12twenty

Implementation Manager at 12twenty facilitating SaaS onboarding for clients. Leading multiple implementation projects in a remote capacity.

Posted 7/6/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $75,000 - $80,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing SaaS onboarding and implementation projects, ensuring customer engagement and operational readiness through effective communication and project management. Capable of navigating complex stakeholder environments while maintaining a customer-first approach.

Highest-signal resume keywords

SaaS Onboarding ExperienceProject Management SkillsCloud-Based Platform FamiliarityStrong Communication SkillsEmotional Intelligence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Implementation Project ManagementMulti-Month Project CoordinationGoal SettingDeadline ManagementComplex Software Ecosystem Learning

Soft Skills

Professional ResilienceMotivational LeadershipCustomer-Centric MindsetAdaptabilityInterpersonal Skills

Tools & Technologies

ZoomSlackSalesforce

Industry Keywords

Customer Implementation ProcessStakeholder ManagementRemote Work ExperienceFeedback GatheringRisk Identification

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Lead the customer implementation process from contract signature through full adoption and handoff to Customer Success.
Manage 30–40 concurrent implementation projects, each involving multiple stakeholders and varying timelines.
Design, deliver, and adjust project plans and milestone schedules to ensure engagement and momentum throughout multi-month onboarding.
Conduct live training sessions, working sessions, and executive-level updates via video conference.
Motivate and guide customers through complex technical rollouts, ensuring platform understanding and operational readiness.
Serve as the primary point of contact during implementation, navigating different personalities, org structures, and stakeholder levels.
Collaborate closely with Product, Support, and CS teams to ensure seamless internal alignment and a smooth customer journey.
Gather feedback, identify risks, and proactively address blockers to protect timelines and outcomes.
Prepare to take ownership of Alpha or strategic accounts after demonstrating strong mastery of the platform and process.
Continually surprise and delight customers with a can-do mindset and a customer-first approach.

Requirements

What you’ll need

3–5 years of experience in SaaS onboarding, implementation, or project management (platform experience preferred over point solutions).
Proven ability to manage multiple, multi-month implementation projects with mid-market or Fortune 100 clients.
Experience with cloud-based platforms and the ability to quickly learn complex software ecosystems.
Strong communication skills across all channels (Zoom, Slack, Salesforce, etc.) and with various seniority levels.
Demonstrated ability to manage complex personalities and drive accountability without direct authority.
High emotional intelligence, professional resilience, and a go-getter mindset.
Exceptional organizational and project management skills with the ability to set goals, manage deadlines, and work with minimal direction.
Experience working autonomously in a remote environment.

Benefits

Comp & perks

Competitive salary
Generous PTO policy
Full benefits, including 401(k)
Regular team happy hours and activities
Remote work flexibility