Implementation Manager – Practice Management

Motivity

Implementation Manager leading customer onboarding and deployment for Motivity's Practice Management software. Responsible for driving customer success and retention post-sale with effective training and support.

Posted 4/15/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Lead end-to-end implementation process for new customers, ensuring timely and successful onboarding
Coordinate cross-functionally with internal teams to deliver seamless onboarding experiences
Own Time to Value (TTV) metrics and drive continuous improvement in implementation timelines
Support clean handoff from sales and to post-sale team, ensuring all necessary documentation and context is transferred
Drive activities that directly support customer retention and expansion opportunities
Identify and communicate upsell or cross-sell opportunities during the implementation phase
Establish expectations that set the tone for long-term customer success through active listening and staying present in every customer interaction
Understand customer pain points and work to resolve issues promptly; provide solutions when presented with issues in customer meetings
Translate customer needs effectively to internal audiences
Mitigate churn risk by ensuring customers achieve early wins and value realization
Manage escalations by pulling in appropriate resources from Motivity and customer organizations
Navigate complex and ambiguous situations with confidence, even when immediate answers aren't available
Track implementation timelines, milestones, and deliverables using CRM systems
Maintain accurate and up-to-date project documentation throughout the implementation lifecycle
Contribute to building out knowledge base documentation for ongoing process improvement
Ensure all stakeholders are informed of project status and any potential risks
Demonstrate high level of accountability for project outcomes and customer success
Deliver engaging and effective training sessions to customers of varying technical skill levels
Make sense of complex product features and translate them into clear, actionable guidance for customers
Serve as a dynamic presenter with strong “classroom management” skills, fielding questions while keeping sessions on track
Support timely responses on practice management questions, including scheduling and billing
Monitor adoption metrics and proactively address barriers to full platform utilization

Requirements

What you’ll need

3-5 years of experience in implementation, onboarding, training, or customer success roles or equivalent experience in the ABA space
Proven track record of successful software implementations or SaaS onboarding
Experience with CRM systems and project management tools
Solid knowledge of Practice Management in the ABA space or a related field
Demonstrated ability to work cross-functionally and influence without authority
Experience delivering training to groups with strong classroom management skills

Benefits

Comp & perks

Additional information about the role includes clean handoff to post-sale team
Strong collaboration with Sales, Product, Support, and Customer Success teams

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

implementationonboardingtrainingcustomer successproject managementsoftware implementationsSaaS onboardingCRM systemsdocumentationadoption metrics

Soft Skills

cross-functional collaborationactive listeningproblem-solvingcommunicationaccountabilitypresentation skillsclassroom managementinfluence without authoritycustomer interactionnavigating ambiguity