RouteGenie

Manager – Implementation & Customer Enablement

RouteGenie

full-time

Posted on:

Location Type: Hybrid

Location: Buffalo • New York • United States

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Salary

💰 $80,000 - $125,000 per year

Job Level

Senior

About the role

  • Own the end-to-end implementation process, from kickoff through customer go-live, ensuring smooth adoption and measurable outcomes.
  • Design and deploy automation tools, templates, and playbooks that streamline onboarding for high-volume growth customers.
  • Collaborate with Product and Engineering to influence features that improve implementation efficiency and customer experience.
  • Partner with Customer Success to ensure seamless handoff and continuity of customer outcomes.
  • Continuously analyze and improve implementation metrics (time-to-value, activation, satisfaction).
  • Build repeatable processes and training content (e-learning, in-app guides, knowledge base) that empower customers and internal teams.
  • Act as a voice of the customer, feeding implementation challenges and insights into product roadmaps.
  • Travel up to 40% to Buffalo NY and/or client locations.

Requirements

  • 3–5+ years in SaaS implementation, onboarding, customer success, or product operations
  • Proven experience designing scalable, automated workflows in customer onboarding
  • Strong project management skills; ability to manage multiple complex implementations
  • Excellent problem-solving and communication skills
  • Comfort working cross-functionally with product, engineering, and customer-facing teams
  • Bonus: background in instructional design, process automation tools (Zapier, HubSpot, Salesforce, etc.), or healthcare/transportation SaaS.
Benefits
  • Competitive pay with annual bonus opportunity
  • Health, dental, and vision insurance
  • Paid time off, holidays, and flexible core business hours
  • 401(k) retirement plan with company contribution
  • Professional development opportunities, including training and conferences
  • A collaborative, mission-driven culture where your impact is seen and valued
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SaaS implementationonboardingcustomer successproduct operationsautomated workflowsproject managementprocess automation
Soft Skills
problem-solvingcommunicationcross-functional collaboration