Manager, Implementation Management

In this role, you will lead a team of Implementation Managers who are instrumental in helping customers onboard with Hightouch. Your team works closely with customer stakeholders and internal partners to translate business requirements into reliable technical implementations by designing the right approach, configuring and validating integrations, and guiding customers through the onboarding experience. Implementation Managers serve as trusted technical partners during this phase, coordinating cross-functional execution, navigating complexity, and removing blockers so customers can realize value quickly and confidently.

In this role, you will you will be accountable for the quality, consistency, and predictability of customer implementations. This includes building and scaling a high-performing team, setting clear delivery standards, and ensuring customers realize value from the Hightouch platform quickly and reliably.

This is a hands-on leadership role that combines people management with deep technical expertise. You will actively participate in solution design reviews, guide your team through complex technical challenges, and lead critical escalations when needed. You’ll work closely with Customer Success, Product, and Engineering to surface systemic delivery issues and customer insights that inform product and process improvements.

What You'll Do

People Leadership & Development

• Build, hire, and develop a high-performing team of Implementation Managers
• Coach and mentor team members on both technical execution and customer-facing skills
• Establish clear goals, performance metrics, and accountability tied to implementation outcomes
• Foster a culture of technical rigor, ownership, and continuous improvement

Implementation Strategy & Delivery

• Develop and scale implementation frameworks that balance consistency with flexibility for complex use cases
• Identify delivery risks early and drive mitigation plans across accounts
• Ensure a consistently high bar for customer onboarding and launch experiences

Technical Excellence & Operations

• Maintain deep technical knowledge of the Hightouch platform and stay current with product developments
• Establish and evolve technical best practices and implementation standards
• Lead complex technical escalations and unblock high-risk customer situations
• Partner with Engineering and Product to translate recurring customer challenges into product and tooling improvements

Cross-Functional Leadership

• Partner closely with Customer Success to ensure smooth handoffs and long-term customer success
• Represent the voice of the customer in internal planning and strategy discussions
• Contribute to the rollout of new products and features by ensuring implementation readiness
• Drive process improvements that increase team efficiency and reduce delivery friction

What We’re Looking For

Leadership Experience

• 3–5 years of people management experience leading technical, delivery-oriented teams.