Senior Manager of Implementation

Triple Whale

13d•$130,000 - $150,000•Remote

About The Position

Triple Whale is seeking a passionate leader for the role of Senior Manager of Implementation. This individual will lead the team responsible for onboarding customers, ensuring they quickly realize value from the Triple Whale platform. The role focuses on process and program management, guiding customers from contract signing to confident, adopting users. The team's objective is to drive adoption of features that correlate with retention, ensure customers understand how to operate Triple Whale independently, and improve pilot conversion rates. The Senior Manager will also build a self-serve onboarding experience in partnership with Support, Product, and Customer Success.

Requirements

5+ years of experience in SaaS implementations, onboarding, professional services, customer success, or a related customer-facing function.
2+ years of experience leading, coaching, and developing high-performing teams.
Experience leading Implementation, Professional Services, Onboarding, or Customer Success teams in a high-growth SaaS environment.
Strong project management skills with experience overseeing multiple complex customer implementations simultaneously.
Proven ability to build relationships and influence stakeholders internally and externally.
Excellent written and verbal communication skills, with the ability to simplify complex concepts for diverse audiences.
Strong understanding of digital marketing, analytics platforms, data integrations, and customer onboarding best practices.
Experience supporting eCommerce, MarTech, analytics, or other data-driven technology platforms.
Strong understanding of customer onboarding methodologies, change management, and value realization strategies.
Highly organized and detail-oriented, with the ability to prioritize effectively in a fast-paced environment.
Analytical mindset with the ability to leverage data to drive decisions and improve team performance.
A proactive, solution-oriented approach with the ability to balance strategic thinking and hands-on execution.

Responsibilities

Lead the Implementation team and set its culture, including hiring, coaching, and developing high-performing individuals.
Establish a customer-first, outcome-obsessed, and process-rigorous standard for the function.
Define and execute the implementation strategy across different customer segments.
Own the playbooks, staffing model, capacity planning, and global coverage (US, EMEA, APAC) for the implementation motion.
Run goal-based onboarding that ties directly to customer objectives (e.g., attribution clarity, ad efficiency, retention lift, AI-driven workflow).
Utilize data to ensure customers adopt features that correlate with retention and expansion.
Build an AI-first, self-serve onboarding experience in collaboration with Support, Product, and Customer Success, including guided setup, in-product education, personalized walkthroughs, and documentation.
Manage operations using key metrics such as pilot conversions, time-to-first-value, goal-attainment rate, feature-adoption rate, onboarding CSAT, and post-onboarding health-score trajectory.
Define the criteria for 'implementation complete' and the handoff process to Customer Success.
Manage cross-functional partnerships, routing technical work to Solutions Architecture and serving as the voice of the new customer to Product and Engineering.
Act as the senior escalation point for high-risk or stalled implementations.
Ensure customers are live and adopting the platform before transitioning from the implementation team.