Implementation Manager
Mercury
full-time
Posted on:
Location Type: Remote
Location: California • New York • United States
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Salary
💰 $107,500 - $120,900 per year
About the role
- 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
Requirements
- Have experience leading customer-facing conversations where time is constrained and outcomes matter, such as implementations, onboarding, account management, or technical enablement
- 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
- Be comfortable operating in fast-moving, ambiguous environments where products, processes, and priorities evolve quickly
- Care deeply about delivering high-quality, consistent customer experiences at scale.
Benefits
- The total rewards package at Mercury includes base salary, equity, and benefits.
- Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry.
- We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft skills
leadershipcustomer-facing communicationfacilitationjudgmentprioritizationinterpretation of dataadvocacyownershipadaptabilitycustomer experience