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About the role
Key responsibilities & impact- Directly manage and develop a team of Implementation Managers across EST and EMEA-aligned accounts
- Set clear performance expectations, conduct regular 1:1s, and build a culture of ownership and client focus within the team
- Partner with the Director of Implementation on capacity planning, hiring, and team structure as the org scales
- Serve as the escalation point for your team's most complex or at-risk implementations
- Own a portfolio of strategic customer implementations end-to-end, from post-sale handoff through successful CSM transition
- Ensure consistent application of implementation methodology, project management standards, and delivery quality across your team
- Identify and resolve implementation challenges quickly, developing practical recommendations that protect time-to-value for customers
- Design and configure the CreatorIQ platform to meet complex customer requirements, setting the standard for your team to follow
- Drive continuous improvement in implementation processes — reduce time-to-go-live, increase consistency, and improve CSAT across the region
- Establish and track regional KPIs; translate performance data into coaching moments and process refinements
- Collaborate cross-functionally with Sales, Customer Success, and Product to surface implementation insights and advocate for customer needs
- Contribute to internal enablement by documenting best practices, building playbooks, and sharing learnings across the broader Implementation team
Requirements
What you’ll need- 8+ years in enterprise SaaS implementation, customer success, or professional services
- 3+ years managing or mentoring a team of IMs, CSMs, or similar customer-facing roles
- Proven track record of owning complex, multi-stakeholder onboarding engagements from kickoff through go-live
- Experience working across EST and EMEA timezones preferred
Benefits
Comp & perks- People: work with talented, collaborative, and friendly people who love what they do.
- Guidance: utilize our learning platform to fully get the training and tools you’ll need to become successful here from your first day with us.
- Surprise meal stipends: work from home can’t stop the enjoyment of someone else making a meal for you!
- Work/life harmony: 15 days vacation, floating and set holidays, wellness allowance, and paid parental leave.
- Whole Health Package: medical, dental, vision, life, disability insurance, and more.
- Savings: a 401k (USA) plan to help you plan ahead.
- Work from home stipend: to assist you in setting up a home office that works for you (or buy a new dog leash - your choice!).
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SaaS implementationproject managementimplementation methodologycapacity planningcustomer onboardingKPI trackingprocess improvementdata analysisteam managementconfiguration
Soft Skills
leadershipcommunicationproblem-solvingcollaborationcoachingclient focusownershipmentoringcross-functional collaborationadaptability