Senior Manager of Implementation

What’s the Opportunity 

AssetWatch is seeking a Senior Manager of Implementation to lead and scale our growing team of Implementation Managers. As a hands-on leader and builder, you will own the performance and development of your team while shaping the strategy, processes, and culture that define our implementation practice. 

This is a role for someone who is energized by building – building teams, building playbooks, and building a world-class experience for our customers. You will report to senior leadership and serve as a key connector across Sales, Product, and Customer Success. 

 

How You Will Contribute 

Team Leadership & Development 

• Lead, coach, and develop a team of Implementation Managers, fostering a high-performance culture grounded in accountability and growth. 

• Set clear performance expectations and KPIs; conduct regular 1:1s, performance reviews, and career development conversations. 

• Identify skill gaps and create individual development plans that help each team member grow and advance. 

• Recruit and onboard new Implementation Managers as the team scales. 

Process & Strategy 

• Own and continuously improve the end-to-end implementation playbook: from statement of work through successful subscription conversion. 

• Build and iterate on scalable processes, templates, and tooling to drive consistency and efficiency across the team. 

• Define and track team-level KPIs including trial conversion rates, time-to-subscription, and customer satisfaction scores. 

• Identify systemic blockers to subscription conversion and lead cross-functional initiatives to resolve them. 

Customer & Stakeholder Engagement 

• Serve as an escalation point for complex customer situations, ensuring resolution and a best-in-class experience. 

• Partner with Sales, Technical Support, and Product teams to deliver a unified customer journey from trial to subscription. 

• Represent the Implementation function in cross-functional planning sessions, contributing insights on customer needs and operational realities. 

• Maintain visibility into active customer trials and installations, intervening proactively where needed to protect outcomes. 

Reporting & Insights 

• Deliver regular reporting on team performance, trial progress, and conversion metrics to senior leadership. 

• Analyze trends in customer feedback and implementation data to drive continuous improvement. 

• Ensure accurate and timely documentation across CRM and project management platforms. 

 

Qualifications 

• 5+ years of experience in Implementation and Onboarding with at least 2 years in a people management role. 

• Proven experience in a SaaS environment, with a strong understanding of the SaaS customer lifecycle and subscription economics. 

• Demonstrated success building or scaling implementation or customer success teams. 

• Strong project management skills with the ability to manage multiple priorities across a distributed team. 

• Exceptional communication and interpersonal skills; you can motivate a team, manage up, and build trust with customers. 

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