Sr. Program Manager, Implementation

Venn•New York, NY

6d•$165,000 - $175,000•Hybrid

About The Position

Venn is a fast-growing technology company transforming the relationship between renters and multifamily operators. Our platform connects every aspect of apartment living — rent payments, events, services, maintenance, and community engagement — creating a lifestyle co-pilot for residents and an engagement engine for operators. We’re trusted by industry leaders like Related Companies and Bozzuto and are scaling fast. Venn’s Sr. Program Manager, Implementation owns the end-to-end process of getting clients live — and getting them live well. This is not a project coordination role. You will be responsible for designing the systems that make implementation scalable, organizing pre-launch delivery commitments made during the sales cycle, and managing the installation and rollout of new solutions and new units across a growing enterprise portfolio. You’ll work at the intersection of Customer Success, Product, and Sales — translating client commitments into structured delivery plans, identifying where the current process breaks down, and building the infrastructure to fix it. As Venn scales, this role scales with it.

Requirements

5+ years of experience in program management, technical delivery, implementation or customer onboarding in a B2B SaaS environment
Experience building or rebuilding an implementation, program management, or delivery function
Demonstrated experience managing complex, multi-stakeholder implementations with multiple concurrent workstreams
Strong systems thinker — you don’t just run the process, you improve it. You can identify where things break and design something better
Highly organized with excellent project management instincts — you maintain clarity even when clients, timelines, and requirements are shifting
Comfortable working with technical integrations and non-technical stakeholders simultaneously — you can translate between them
Clear, confident communicator who can hold relationships with senior client stakeholders while also running a tight internal process
Track record of building documentation, playbooks, and scalable processes from scratch
Proficiency with project management and CRM tools (Monday.com, HubSpot, Asana)

Nice To Haves

Experience in multifamily, PropTech, or real estate SaaS
Familiarity with property management systems (Yardi, OneSite, Blue Moon) or access control platforms (Salto, Brivo, ButterflyMX)
Experience working with large third-party property management companies or ownership groups

Responsibilities

Build the implementation org of the next 18–24 months — designing the roles, the leveling, and the hiring plan that match Venn’s growth trajectory
Lead and develop the current team and grow it into a function that can absorb significantly more volume
Capture and organize feature requests, configurations, and commitments made during the sales cycle — turning pre-sales promises into structured, sequenced delivery plans
Partner with Sales and CS to conduct pre-launch scoping, identifying dependencies, integration requirements, and risks before kickoff
Build and maintain implementation project plans that give clients and internal teams clear visibility into what’s done, what’s pending, and who owns what
Serve as the connective tissue between what was sold and what gets built
Manage the delivery and configuration of new Venn solutions for existing clients — including new modules, integrations, and access control systems
Own new unit onboarding end-to-end: coordinating data collection, system configuration, resident-facing setup, and go-live across individual properties and large portfolio launches
Work directly with property management teams, on-site staff, and third-party vendors (access control, PMS, leasing systems) to execute installations on time
Design and document implementation processes that scale — reducing reliance on tribal knowledge and enabling the team to onboard more properties without proportional headcount growth
Build intake systems and tooling that allow property-level configuration data to be collected once and reused across launches
Identify where implementation slows down — whether that’s information gathering, configuration complexity, or cross-functional handoffs — and propose and execute solutions
Create playbooks, templates, and operational guides that enable BPO and junior team members to handle increasing shares of implementation work
Act as the voice of implementation in product conversations — surfacing patterns from onboarding that should inform how Venn is built and configured
Partner with Account Managers and CSMs to ensure smooth handoffs post-launch and flag risks before they become client escalations
Collaborate with the BPO team to continuously improve how support and implementation work together operationally