Implementation Manager

CurbWaste • New York, NY

6d • $90,000 - $115,000 • Onsite

About The Position

We're looking for an Implementation Manager to own the full onboarding lifecycle for small to medium-sized waste haulers migrating to CurbWaste and CurbPOS. You'll run SMB projects from kick-off through go-live, managing timelines, customer relationships, data migrations, training, and cross-functional coordination.
This isn't a hand-holding role. You'll manage SMB onboarding projects independently, work through configuration challenges on your own, and make sure customers aren't just set up on the software but actually confident using it. You'll work directly with business owners and operations managers at SMB haulers, often as their primary point of contact throughout the entire onboarding process. When things go sideways, you'll reset expectations, escalate with clear context, and drive resolution.
You'll also support teammates, contribute to process improvements, and help build the playbooks that make our implementation team better. If you're someone who owns outcomes not just tasks, communicates proactively, and wants to deeply understand how waste haulers operate, this is the role.

Requirements

• 3-5 years of experience in SaaS implementation, onboarding, or customer-facing project management
• Proven ability to manage multiple onboarding projects simultaneously while keeping quality high
• Strong project management skills with experience owning timelines, milestones, and customer deliverables
• Experience with data migrations, including working with messy datasets from legacy systems or manual processes
• Excellent communication skills. You can manage difficult conversations about delays, scope changes, and expectations.
• Ability to think on your feet and adapt when customer requirements shift or implementations hit roadblocks
• Comfort working cross-functionally with Sales, Customer Experience, Product, and Engineering
• Track record of driving customer outcomes, not just completing tasks
• Ability to travel up to 50% of the time

Nice To Haves

• Experience with customer success or implementation platforms (Planhat, GuideCX, Gainsight, or similar)
• Familiarity with data transformation and migration tools (Rubie, ETL platforms, or similar)
• Experience with support or communication tools like Intercom, Aircall, or Fathom
• Background in waste management, logistics, or field service operations
• Experience coaching or mentoring junior team members
• Familiarity with SaaS business models and subscription-based products

Responsibilities

• Own the full onboarding lifecycle from discovery through go-live for SMB customers across CurbWaste and CurbPOS
• Lead discovery calls to understand customer workflows, pain points, and configuration requirements before onboarding begins
• Drive on-time go-lives within target cycle times and ensure onboarding milestones are completed before customers go live
• Manage customer expectations proactively across multiple concurrent SMB projects, including timeline resets and scope changes
• Lead data migrations including cleanup, transformation, import validation, and accuracy checks
• Configure multi-service-line accounts and resolve complex setup challenges for SMB customers
• Coordinate third-party integrations, accounting system connections, and scale integration as part of the onboarding process
• Deliver customer training on CurbWaste and CurbPOS workflows, reinforcing best practices and driving adoption
• Maintain strong customer satisfaction through consultative onboarding and proactive communication throughout the project
• Keep project status and milestones up to date in Planhat and communicate status proactively to internal stakeholders and customers
• Coordinate across Sales, Customer Experience, and Product to align on customer requirements and resolve blockers
• Own the handoff from Implementation to Customer Experience, ensuring the customer is fully adopted and the CX team has the context they need
• Identify when a customer is at risk of poor adoption and adjust the implementation approach before it becomes a problem
• Surface product gaps and customer feedback to the Product team based on patterns you see across implementations
• Participate in escalation processes, contribute context during code-red calls, and drive assigned follow-up actions
• Document repeatable solutions and contribute to process improvements that make onboarding more efficient
• Support Implementation Specialists by sharing approaches, modeling good customer interactions, and providing coaching

Benefits

• Competitive salary, flexible time off, and ample opportunities for learning and development
• Company-paid medical, dental, and vision coverage, plus 401k
• Be part of a diverse, inclusive, and supportive culture where individuality is celebrated

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed