Implementation Manager, SMB

ClosingLock•Austin, TX

17d•Onsite

About The Position

We’re looking for an Implementation Manager to own the end-to-end onboarding and implementation for new Closinglock SMB customers. You’ll serve as the primary point of contact from contract signature through go-live, ensuring customers are set up for long-term success with our platform. This role is highly cross-functional and customer-facing. You’ll work closely with Sales, Customer Success, Product, and Engineering to deliver smooth implementations, manage timelines, and build strong relationships with our customers.

Requirements

3+ years of experience in implementation, onboarding, project management, or customer success (SaaS preferred)
Strong project management and organizational skills with the ability to juggle multiple implementations at once
Excellent communication skills — you’re confident leading calls and explaining complex concepts clearly
Customer-first mindset with a focus on delivering a great experience
Ability to work cross-functionally and thrive in a fast-paced, growing environment
Comfortable with learning new software quickly

Responsibilities

Own and manage the full customer implementation lifecycle, from kickoff to successful go-live
Partner with Sales and Customer Success to ensure smooth handoffs and alignment on customer goals
Lead customer kickoff calls, training sessions, and configuration meetings
Develop and manage implementation plans, timelines, and deliverables
Identify risks or blockers early and proactively drive resolutions
Coordinate with internal teams to support technical requirements and integrations
Educate customers on best practices to drive adoption and long-term success
Maintain accurate documentation and updates within CRM and internal tools
Continuously improve implementation processes, playbooks, and documentation