Senior Implementation Manager

Triple Whale 🐳

Senior Manager of Implementation at Triple Whale leading onboarding and adoption efforts for SaaS customers. Shaping the customer-first culture to ensure successful implementation and retention of platform features.

Posted 6/11/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $130,000 - $150,000 per yearWebsite

About the role

Key responsibilities & impact

Lead the team and set the culture.
Hire, coach, and develop a high-performing Implementation team and build the customer-first, outcome-obsessed, process-rigorous bar the function operates against.
Set and execute the strategy.
Define the implementation motion across segments and own the playbooks, staffing model, capacity planning, and global coverage (US, EMEA, APAC) that scale it without linear headcount growth.
Run goal-based onboarding that drives retention-grade adoption.
Tie every customer's onboarding to the goals they bought us for — attribution clarity, ad efficiency, retention lift, AI-driven workflow — and use data to ensure they leave onboarding using the features that correlate with retention and expansion.
Build the AI-first, self-serve onboarding experience.
Partner with Support, Product, and Customer Success on a Moby-led onboarding layer — guided setup, in-product education, personalized walkthroughs, on-demand answers, and the documentation behind them — so every customer gets a senior implementation partner regardless of plan tier, and the team is freed to focus where humans matter.
Run operations against real metrics.
Pilot conversions, time-to-first-value, goal-attainment rate, feature-adoption rate, onboarding CSAT, and post-onboarding health-score trajectory — instrument them, publish them, move them.
Own the handoff to CS.
Define what "implementation complete" means, what the CSM inherits, and the criteria a customer has to hit before they leave your team.
Run the cross-functional partnerships.
Route non-standard technical work to Solutions Architecture cleanly and be the voice of the new customer to Product and Engineering, surfacing onboarding friction and feeding implementation signal into the roadmap.
Act as the senior escalation point for high-risk or stalled implementations, and the person Sales, CS, and execs trust to get customers to live and adopting.

Requirements

What you’ll need

5+ years of experience in SaaS implementations, onboarding, professional services, customer success, or a related customer-facing function.
2+ years of experience leading, coaching, and developing high-performing teams.
Experience leading Implementation, Professional Services, Onboarding, or Customer Success teams in a high-growth SaaS environment.
Strong project management skills with experience overseeing multiple complex customer implementations simultaneously.
Proven ability to build relationships and influence stakeholders internally and externally.
Excellent written and verbal communication skills, with the ability to simplify complex concepts for diverse audiences.
Strong understanding of digital marketing, analytics platforms, data integrations, and customer onboarding best practices.
Experience supporting eCommerce, MarTech, analytics, or other data-driven technology platforms.
Strong understanding of customer onboarding methodologies, change management, and value realization strategies.
Highly organized and detail-oriented, with the ability to prioritize effectively in a fast-paced environment.
Analytical mindset with the ability to leverage data to drive decisions and improve team performance.
A proactive, solution-oriented approach with the ability to balance strategic thinking and hands-on execution.

Benefits

Comp & perks

Health insurance
401(k) matching
Paid time off
Remote work options

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SaaS implementationsonboardingproject managementdata integrationsdigital marketinganalytics platformscustomer onboarding methodologieschange managementvalue realization strategiesperformance metrics

Soft Skills

leadershipcoachingrelationship buildinginfluencing stakeholderscommunicationorganizational skillsanalytical mindsetsolution-orientedstrategic thinkingprioritization