Description
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. As a Senior Implementation Manager on the Revenue team at Mercury, you'll work with our 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.
Key responsibilities include owning a rolling book of approximately 20–30 active implementations, balancing urgency, risk, and customer impact; leading 1–2 focused implementation and training sessions per customer, centered on the products and workflows that matter most to their business; guiding founders and operators through Mercury banking, IO, and core financial workflows in a way that is practical, clear, and confidence-building; making real-time prioritization decisions across customers with different needs, timelines, and levels of complexity; monitoring usage signals, customer feedback, and operational data to identify risk, opportunity, and emerging patterns; distilling what you see into clear, actionable insights for Product, Sales, and downstream teams; and ensuring thoughtful documentation and clean handoffs once implementation is complete, setting customers and internal teams up for long-term success.
To succeed in this role, you should 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. You should be comfortable facilitating calls with founders and operators, guiding discussions toward decisions, next steps, and measurable outcomes. You should bring strong judgment about what matters most in high-impact moments, and the discipline to deprioritize the rest. You should be able to interpret customer signals, usage data, and operational metrics to inform prioritization and surface meaningful trends. You should work effectively across Sales, Product, and downstream teams, advocating for customers while minimizing friction and noise. You should take ownership of outcomes and follow through, even when work spans multiple teams or lacks a clear playbook. You should thrive in fast-moving, ambiguous environments where products, processes, and priorities evolve quickly. And you should care deeply about delivering high-quality, consistent customer experiences at scale.