Senior Manager, Customer Upgrades (Implementation)

Crisis24•Annapolis, MD

6d•$125,000 - $140,000

About The Position

Crisis24 is a global, AI-enhanced provider of travel risk management, mass communications, critical event management, crisis-security consulting, personal protection solutions and global medical concierge capabilities, allowing prominent organizations, disruptive brands and influential people to operate with confidence in an uncertain world. Backed by proprietary AI-enabled SaaS technologies, advanced Global Operations Centers, an extensive global footprint, and the largest team of private-sector intelligence analysts in the world, we deliver localized insights and global perspectives alongside medical, security, crisis response, embedded intelligence, and consultancy services as a preferred partner for Fortune 500 corporations. At Crisis24, we don't just offer jobs – we offer missions. We recruit the very best from the military, intelligence agencies, academia, law enforcement, medicine, or any of our areas of specialty. We protect more than places. We protect people, reputations, and lifestyles, with integrity, discipline, discretion, and purpose. Whether you're stepping into civilian life after service, seeking personal or professional growth, or bringing specialized expertise to a higher calling, we match your ambition with real opportunity. Do the most important work of your career, helping safeguard the world's most important organizations and individuals against risk. The Senior Manager of Customer Upgrades oversees a team of Implementation Specialists responsible for guiding customers through the transition from legacy Crisis24 solutions to our flagship platform. The ideal candidate will provide strategic leadership in resource management, capacity planning, and customer scheduling to achieve corporate objectives for upgrade completion within defined timeframes while achieving strong customer satisfactions score. Ensuring customer satisfaction, identifying upsell opportunities, and managing escalations during the upgrade process will be critical components of this role.

Requirements

Bachelor's degree in Business, Information Technology, Project Management, or a related field, or equivalent experience.
8+ years of experience in Customer Success, Implementations, Project Management, or related customer-facing roles, including 5-7 years of people leadership experience.
Proven success leading customer upgrade, migration, onboarding, implementation, or legacy platform retirement programs at scale, with measurable results in adoption, retention, or delivery velocity.
Experience building, coaching, and developing high-performing teams.
Strong project management, resource planning, and organizational skills, with the ability to manage multiple priorities simultaneously.
Strong analytical, problem-solving, and communication skills, with a customer-first mindset.
Experience with Salesforce or similar CRM project management platforms, Certinia or similar client onboarding and Professional Services Automation platforms.

Nice To Haves

PMP, PMI-ACP, ITIL or similar certifications.
Experience implementing enterprise-level SaaS platforms.

Responsibilities

Drive resource management, capacity planning, and scheduling to optimize utilization, velocity, quality, and objective achievement.
Own customer outcomes across the upgrade lifecycle and legacy retirement process, ensuring strong adoption, satisfaction, retention, and successful platform transitions.
Serve as primary escalation point for complex customer, technical, and project issues, driving timely resolution and risk mitigation.
Monitor and communicate project health, timelines, risks, blockers, and KPIs to leadership.
Drive continuous improvement through scalable processes, systems and best practices that raise efficiency and success rates.
Ensure projects are delivered on time, within scope, and within budget
Lead, coach, and develop a team of Implementation Specialists across upgrades, migrations, and legacy platform retirement, owning performance management, mentoring, career pathing, and resourcing.
Drive a culture of accountability, collaboration, and customer-centricity.
Partner with Sales, Product, Support, and Operations to execute upgrade and retirement strategies, support renewals, and identify growth opportunities
Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.