Senior Manager - Implementation

CreatorIQ•New York, NY

2d•Hybrid

About The Position

As Senior Manager, Implementation, you'll lead a team of Implementation Managers across EST and EMEA-aligned customers, owning regional delivery excellence from post-sale handoff through successful CSM transition. You'll sit within the broader Implementation org, reporting to the VP of Customer Experience and serve as the senior delivery leader for our Eastern and European customer base. This is a player-coach role: you'll carry a book of strategic accounts while developing and managing a team of IMs. You bring the organizational instincts to build repeatable process, the people skills to grow early-career talent, and the customer fluency to handle our most complex onboarding engagements.

Requirements

8+ years in enterprise SaaS implementation, customer success, or professional services
3+ years managing or mentoring a team of IMs, CSMs, or similar customer-facing roles
Proven track record of owning complex, multi-stakeholder onboarding engagements from kickoff through go-live
Experience working across EST and EMEA timezones preferred
Strong project management instincts — you keep multiple work streams moving without dropping detail
A natural coach who develops people through feedback, not just direction
Excellent communicator, equally comfortable in an executive business review and a technical discovery session
Process-oriented mindset — you build systems and playbooks, not one-offs
High EQ and the ability to manage up, down, and across with equal effectiveness
Comfortable operating in ambiguity and a fast-moving environment

Nice To Haves

Passion for the social media and influencer marketing space is a plus

Responsibilities

Directly manage and develop a team of Implementation Managers across EST and EMEA-aligned accounts
Set clear performance expectations, conduct regular 1:1s, and build a culture of ownership and client focus within the team
Partner with the Director of Implementation on capacity planning, hiring, and team structure as the org scales
Serve as the escalation point for your team's most complex or at-risk implementations
Own a portfolio of strategic customer implementations end-to-end, from post-sale handoff through successful CSM transition
Ensure consistent application of implementation methodology, project management standards, and delivery quality across your team
Identify and resolve implementation challenges quickly, developing practical recommendations that protect time-to-value for customers
Design and configure the CreatorIQ platform to meet complex customer requirements, setting the standard for your team to follow
Drive continuous improvement in implementation processes — reduce time-to-go-live, increase consistency, and improve CSAT across the region
Establish and track regional KPIs; translate performance data into coaching moments and process refinements
Collaborate cross-functionally with Sales, Customer Success, and Product to surface implementation insights and advocate for customer needs
Contribute to internal enablement by documenting best practices, building playbooks, and sharing learnings across the broader Implementation team