Senior Implementation Manager
About The Position
Before a flock ever moves as one, there’s a shepherd quietly assessing the terrain, anticipating risks, and guiding the group toward safe ground without overwhelming them. The best guidance is calm, deliberate, and focused on what matters most in the moment. That’s the spirit of the Implementation Manager role at Mercury. Mercury is building the financial stack for ambitious startups. We combine banking, payments, credit, and financial workflows into a product founders actually want to use, and can trust as they grow. As an Implementation Manager on the Revenue team, you’ll work with Mercury’s highest-value new customers at the very start of their journey. Your role is to lead sophisticated, high-impact implementation and education experiences that help founders understand what matters most, accelerate time-to-value, and build the operational confidence to run their business on Mercury from day one. You'll also bring meaningful influence to how we scale and improve the implementation function itself. Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.
Requirements
- Have 3+ years of experience leading customer-facing implementations, onboarding, or technical enablement at a SaaS or fintech company, with a demonstrated track record of managing complex, high-value accounts
- Be comfortable facilitating calls with founders and operators, guiding discussions toward decisions, next steps, and measurable outcomes
- Bring strong judgment about what matters most in high-impact moments, and the discipline to deprioritize the rest
- Be able to interpret customer signals, usage data, and operational metrics to inform prioritization and surface meaningful trends
- Work effectively across Sales, Product, and downstream teams, advocating for customers while minimizing friction and noise
- Take ownership of outcomes and follow through, even when work spans multiple teams or lacks a clear playbook
- Thrive in fast-moving, ambiguous environments where products, processes, and priorities evolve quickly
- Care deeply about delivering high-quality, consistent customer experiences at scale
Responsibilities
- Own a rolling book of approximately 20–30 active implementations, balancing urgency, risk, and customer impact
- Lead 1–2 focused implementation and training sessions per customer, centered on the products and workflows that matter most to their business
- Guide founders and operators through Mercury banking, IO, and core financial workflows in a way that is practical, clear, and confidence-building
- Make real-time prioritization decisions across customers with different needs, timelines, and levels of complexity
- Monitor usage signals, customer feedback, and operational data to identify risk, opportunity, and emerging patterns
- Distill what you see into clear, actionable insights for Product, Sales, and downstream teams
- Ensure thoughtful documentation and clean handoffs once implementation is complete, setting customers and internal teams up for long-term success
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
1-10 employees
