Implementation Manager

At the company, we're building the technology for higher education to understand what students are actually thinking and feeling, so they can act before small struggles become big problems. We call it Student Voice Intelligence: engaging students in real-time, AI-powered conversations, uncovering the real drivers of attrition, and delivering those insights to power student success and enrollment workflows.

Today, we partner with 300+ colleges and universities across the country. We're backed by an $80M investment [link for members] from JMI Equity and are in a phase of rapid execution and expansion. This is an opportunity to do meaningful, hands-on work at a high-growth startup [link for members] tackling one of higher education's most urgent challenges: helping more students persist from enrollment through graduation.

You’ll join a driven, thoughtful team that values ownership, moves quickly, and cares deeply about building products that make a measurable difference for students.

“the company has perhaps the world’s most valuable data set on what college students need to navigate their academic lives.”

• The Washington Post

THE OPPORTUNITY

As an Implementation Manager, you serve as the primary point of contact for customers during implementation, owning the onboarding experience from kickoff through launch where the customer will then transition to Customer Success. The company is a multi-product company and as such, our implementations range from single product to multi product with varying complexity.

Success in this role means navigating ambiguity, bringing depth to every engagement, and being viewed by customers as a trusted advisor rather than just an implementation contact. We are looking for experienced Implementation Managers that have implemented complex SaaS products with enterprise customers. The ideal candidate brings a Customer First mentality, experience with data-intensive software implementations, and the ability to drive successful outcomes with increasing independence.

We’re hiring across multiple levels of experience and are excited to grow our Implementation team.

WHAT YOU’LL DO

• Serves as the primary point of contact for customers during implementation, owning a portfolio of accounts that may include enterprise, strategic, and multi-product/multi-campus implementations.

• Responsible for successful adoption, onboarding, and launches associated with the assigned accounts as well as a smooth transition to Customer Success.

• Owns project plans, timelines, milestones, and deliverables for assigned implementations, using project management tools such as Asana and Salesforce to ensure visibility and accountability.

• Proactively coordinates across internal and customer teams, manages dependencies, and sets clear expectations around timelines, deliverables, and next steps.

• Builds trusted relationships with stakeholders at all levels, including executive sponsors, navigating competing priorities, facilitating difficult conversations, and driving alignment on implementation goals and decisions.

• Ensures the company customers are following change management best practices, often providing change management coaching to ensure each customer team and persona is involved and informed accordingly.

• Proactively identifies and mitigates customer and delivery risk in collaboration with Customer Success counterparts.

• Configures automated SFTP imports for customers to support reliable, ongoing student data feeds.

WHAT YOU SHOULD HAVE

• Required:

• 3+ years of experience in implementation, onboarding, or customer-facing SaaS roles, with a track record of taking on increasing ownership and responsibility over time.

• Strong project management skills, including maintaining project plans in tools like Asana or Salesforce, estimating time to completion, managing multiple launches at once, and setting clear expectations with partners while maintaining a spirit of accountability, partnership, and flexibility.

• Strong teaching and facilitation skills, including training customers or end users and developing training materials that fit different audiences.

• Exceptional communication and customer service skills, with high EQ and the ability to build rapport across a variety of stakeholders, including senior leaders and cross-functional customer teams.

• Experience guiding customers through change, including the adoption of new or unfamiliar systems.

Strongly preferred

• Hands-on experience with technical components of implementations, such as system configuration, data migration, workflow automation, or file-based integrations, and familiarity with concepts like SFTP, APIs, and SSO.

• Experience leading complex, data-intensive implementations (CRM, ERP, SIS, HCM, or similar) from kickoff through launch, meaning you owned the project plan, customer relationship, and configuration or data decisions, rather than only contributing as a member of the implementation team.

• Experience on CRM implementations, particularly within higher education (e.g., EAB Navigate, Slate (Technolutions), Salesforce Education Cloud/EDA, Element451, Ellucian CRM Recruit/Advise, or similar platforms).

APTITUDE & MINDSET

• Self-starter with a strong bias for action and sharp problem-solving instincts: takes initiative, drives outcomes, and moves ideas into execution without requiring significant oversight.

• Change-oriented problem solver: comfortable adapting established process to new complexity, and viewed by customers and peers alike as a steady, trusted guide through that change.

• Customer First mindset: builds trust with customer teams, communicates proactively, and treats the customer experience as an integral part of high-quality delivery.

THE PROCESS

• Async Video Recording - Your application will be reviewed by humans, if we’d like to learn more we will send you a link to record a quick 2min video!

• Hiring Manager Interview - You'll chat with Madison, our Head of Implementation.

• Peer Interview - You'll chat with a member of the Implementation Team!

• Deep Dive Interview - You'll meet with Madison for an additional 45 minute interview

• Take-Home Assignment / Group Interview - This is an opportunity to showcase your skills in a tangible way.

• Leadership Call - You’ll meet with our VP of CX and one of the co-founders, Claudia or Carolina for a final chat!

• References - We’ll ask for 3 references. Ideally, 2 will be previous managers.

• Offer!

Why join the company?

• Make a real impact in higher education — Be part of a mission you can be proud of [link for members] to help colleges and universities better support students through AI-driven insights, real-time engagement, and student-centered technology.

• Join a values-driven, collaborative culture — Be part of a kind, inclusive, “no-ego” team that prioritizes trust, transparency, and respect.

• Grow with a fast-scaling EdTech company — the company is ranked on Inc. 5000 for rapid growth and innovation.

• Enjoy flexibility and competitive benefits [link for members] — Remote-friendly work, unlimited PTO, paid parental leave, competitive compensation, new Apple hardware, 401k matching, and strong health and wellness benefits.

The company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, gender expression, veteran status, or any other protected characteristic under applicable law. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.