Description
Job Overview
The Implementation Manager, Customer Success owns the entire journey of bringing solutions to life for clients. This role involves guiding clients with expert advice, tackling issues proactively, and ensuring every project is completed efficiently, on time, and to top-quality standards.
Key Responsibilities
- Lead implementation processes from kickoff to go-live, understanding client objectives and configuring product solutions to meet their business needs.
- Build and maintain relationships with internal and external stakeholders to drive collaboration and alignment throughout the onboarding process.
- Drive customer engagement and adoption by delivering onboarding, training, and strategic guidance.
- Design and optimize implementation processes to improve efficiency, scalability, and customer satisfaction.
- Monitor implementation progress, proactively identify risks, and escalate as necessary.
- Lead and provide direction to Implementation Specialists for the execution of implementation and ongoing projects.
- Serve as an escalation point for complex customer implementation and delivery issues.
- Own early product adoption onboardings to support building end-to-end workflows.
Requirements
- 5+ years of experience in customer success, project management, or implementation, preferably within the Ad-Tech/SaaS space.
- Excellent verbal and written communication skills with the ability to build trust and influence strategic decisions.
- Proven ability to manage multiple complex projects simultaneously, with strong skills in timeline management, risk mitigation, and workback schedule development.
- Strong analytical and problem-solving skills to identify and mitigate risks during the implementation process.
- Experience using CRM and project management tools such as Salesforce, Gainsight, Asana, or Jira.
What We Offer
- Competitive salary: $85,000-$95,000 CAD.
- Remote-first environment.
- Opportunities for career growth and development.
- Flexible benefits.
How to Apply
If you're interested in working with us on the future of shopping, submit your application.