Remote Implementations Manager - Lead & Activate

Socket.dev; United States; Remote; USD 120,000 - 150,000; Full time

Benefits offered by this job

Health insurance

401k plan

Remote work

Job summary

Second Nature is seeking a Manager, Implementations to lead a team of Implementation Managers, guiding clients from discovery through activation with a focus on scalable onboarding and customer success. The role requires coaching, escalation management, and cross-functional coordination.

You will drive activation rates and CSAT by refining workflows, leveraging CRMs and dashboards, and ensuring effective training on product value to enable adoption and retention.

Qualifications

• 5+ years of experience managing Implementation or Onboarding teams in fast-paced tech-enabled environments.
• Experience with high-volume implementations and scaling workflows.

Responsibilities

• Lead and develop a team of Implementation Managers through coaching, accountability, and performance feedback.
• Ensure smooth client transitions from discovery through activation and handoff, clarifying team ownership at each stage.
• Set and track KPIs such as activation rates, CSAT, and TTV using dashboards for proactive adjustments.
• Standardize and refine implementation workflows across customer segments for consistency and efficiency.
• Support your team in discovery to surface client goals, blockers, and onboarding strategies.
• Handle high-priority client escalations to maintain trust and satisfactory outcomes.
• Collaborate with Sales, Product, Operations, and Client Success to ensure unified messaging and smooth implementations.
• Guide your team in training clients on product value and best practices to drive feature adoption and retention.

Skills

Team leadership

Implementation management

Performance tracking

Client onboarding

Tools

CRM usage

Dashboards

Job description

Second Nature is seeking a Manager, Implementations to lead a team of Implementation Managers, guiding clients from discovery through activation with a focus on scalable onboarding and customer success. The role requires coaching, escalation management, and cross-functional coordination.

You will drive activation rates and CSAT by refining workflows, leveraging CRMs and dashboards, and ensuring effective training on product value to enable adoption and retention.