Implementation Manager - Remote

Ediphi

9h•Remote

About The Position

Ediphi is seeking an Implementation Manager to lead and scale its implementation function. This operational leadership role involves owning the people, methodology, and delivery outcomes for the team responsible for onboarding customers. The Implementation Manager will directly manage a team of Product Specialists, ensuring they are well-equipped and coached to deliver training and guide customers to production estimating. This role requires close collaboration with the VP of Customer Success and other departments like Sales, Data, and Product to ensure a structured and high-quality customer path to go-live. The ideal candidate will have deep knowledge of construction preconstruction and estimating workflows, experience driving software adoption in construction organizations, and a proven ability to scale implementation processes in a high-growth SaaS environment.

Requirements

5+ years in implementation, professional services, or customer success at a B2B SaaS company, with at least 2 years in a people management or team lead role
Demonstrated experience improving or scaling implementation processes in a high-growth environment
Strong understanding of construction, estimating, or preconstruction workflows preferred; experience with platforms like Procore, OST, or similar estimating tools is a plus
Proven track record driving fast time to value and measurable adoption outcomes across a portfolio of customers
Strong project management skills with the ability to manage multiple customer engagements and team priorities simultaneously
Clear, direct communicator and cross-functional collaborator, comfortable working with customers, executives, and internal stakeholders
Data-driven approach to team performance and customer outcomes; uses metrics to make process and people decisions
Experience with Salesforce, Notion, Mixpanel, or similar tooling preferred

Nice To Haves

Strong understanding of construction, estimating, or preconstruction workflows
Experience with platforms like Procore, OST, or similar estimating tools
Experience with Salesforce, Notion, Mixpanel, or similar tooling

Responsibilities

Lead, coach, and develop a team of Product Specialists responsible for customer onboarding and implementation.
Own team performance, workload allocation, capacity planning, hiring, onboarding, and career development in partnership with the VP of Customer Success.
Define and continuously improve Ediphi's implementation methodology, playbooks, onboarding frameworks, and customer-facing processes.
Build the systems, documentation, and training that enable the team to deliver consistent, high-quality implementations at scale.
Continuously improve implementation processes to reduce time-to-go-live, increase early adoption, and improve customer outcomes.
Partner with Customer Success to ensure a seamless transition from Sales through implementation and into long-term adoption.
Track implementation performance, including time-to-value, adoption, customer health, team capacity, and implementation KPIs, using insights to improve delivery.
Identify implementation risks early, manage escalations, and remove blockers for both customers and the team.
Partner with Product, Engineering, and Data to improve implementation workflows, support product validation efforts, and ensure customer needs are represented.
Travel to customer sites and team events as needed (approximately 20–30%).