Manager, Implementations

Second Nature

1d•$100,000 - $120,000•Remote

About The Position

As the Manager, Implementations, you’ll lead a team of Implementation Managers, ensuring they’re equipped with the training, tools, and support to guide clients from signed contract through to full activation, meeting our target activation rate. You’ll provide hands-on coaching, help resolve escalations, and coordinate with Sales, Operations, Product, Legal, and Client Success to guarantee smooth, scalable implementations.

Requirements

5+ years of experience managing Implementation or Onboarding teams - ideally in fast-paced, tech-enabled, or PropTech environments - and have a strong track record in guiding clients from discovery through to activation and handoff.
Deep experience with high volume implementations. Comfortable operating at a fast-pace and able to speak to your experience operating in a similar environment.
Passionate about designing scalable workflows, coaching your team to drive operational rigor, and delivering exceptional client outcomes on KPIs like activation rates and client satisfaction.
Adept at building skills in others - through hands-on mentorship, structured onboarding, and soft-skills enablement - helping Implementation Managers ramp quickly and thrive under pressure.
Set, track, and act on meaningful metrics (TTV, CSAT, at-risk accounts, etc), using both dashboards and qualitative feedback to drive continuous performance improvements.
Comfortable working across Sales, Product, Operations, Engineering, and Customer Success - aligning deliverables, clarifying responsibilities, and ensuring the team delivers on shared promises.
Excellent at setting expectations, resolving stakeholder misalignment, and building credibility with tact and emotional intelligence.
Thrive in evolving environments - anticipating client needs, solving problems on the fly, and maintaining composure when things shift unexpectedly.
Committed to building inclusive, high-trust teams that balance operational grit with empathy - bringing folks together under a mission of excellence and care.

Nice To Haves

Experience with property management platforms (Yardi, AppFolio, Buildium)
Familiarity with enablement tools like Gong or CRM/automation systems

Responsibilities

Lead and develop a team of Implementation Managers through hands-on coaching, accountability check-ins, and performance feedback.
Ensure smooth client transitions from discovery through activation and handoff, clarifying team ownership at each stage.
Set and track key performance indicators - such as activation rates, CSAT, and TTV - using dashboards to inform proactive adjustments.
Standardize and refine implementation workflows for consistency and efficiency across different customer segments.
Support your team in conducting in-depth discovery that surfaces client goals, blockers, and drives clear onboarding strategies.
Handle high-priority client escalations directly to maintain trust and ensure satisfactory outcomes.
Collaborate closely with Sales, Product, Operations, and Client Success to ensure unified messaging and smooth implementations.
Guide your team in training clients on product value and best practices, helping drive feature adoption and retention.
Ensure the team leverages CRMs, automation platforms, and AI tools to streamline delivery and data visibility.
Encourage Implementation Managers to own key areas of the process, fostering accountability and team cohesion.
Stay visible, accessible, and empathetic - especially under pressure - supporting your team through ambiguity with confidence and care.