Senior Implementation Manager

frontcareers; Chicago (IL); On-site; USD 140,000 - 190,000; Full time

Job summary

Front is seeking a Senior Technical Project Manager / Senior Implementation Manager to lead our most complex customer implementations within Success Services in the US. You will be the primary implementation partner, guiding discovery to value realization and driving scalable Front workflows across multiple teams.

You will independently manage high-stakes engagements, build playbooks, and mentor others, ensuring successful adoption of new capabilities and strategic initiatives.

Qualifications

• 5+ years of experience leading customer-facing SaaS implementations or similar complex transformations.
• Experience owning complex implementations from discovery to sustained adoption with multiple stakeholders and dependencies.
• Strong consultative and systems-thinking skills to diagnose problems and propose practical future states.

Responsibilities

• Own complex, multi-workstream implementation engagements from discovery and solution design through launch, adoption, and value realization.
• Advise customer leaders on future-state workflows, operating models, governance, and change-management beyond stated requirements.
• Build and drive clear project plans, risk registers, stakeholder cadences, and executive updates across multiple engagements.
• Lead discovery workshops to uncover business goals, gaps, technical constraints, change risks, and measurable success criteria.
• Guide solution design involving permissions, integrations, data flows, automations, migrations, APIs, webhooks, and Front's AI capabilities; engage specialists as needed.
• Lead change management, enablement, cutover, and adoption strategies for teams migrating from legacy tools and processes.
• Navigate escalations with calm judgment and align customers and internal teams on trade-offs and path forward.
• Partner with Sales, Solutions, Account Management, Product, Engineering, and Support to define scope and improve the customer journey.
• Turn recurring customer needs into reusable implementation assets, playbooks, and delivery improvements.
• Support team development through mentoring, knowledge sharing, and leadership on strategic initiatives.

Skills

Customer-facing SaaS

Implementation leadership

Stakeholder management

Change management

Technical fluency

Executive communication

Program management

Job description

Front is the customer operations platform built for B2B complexity, keeping every team, tool, and customer conversation in sync so companies can scale without losing connection. Others handle simple interactions. Front handles the coordination and context behind complex B2B customer relationships. Over 9,000 companies, including Uber Freight, Navan, and Stripe, rely on Front because it's the only one that can run the operational layer that makes customer-facing work actually succeed.

Backed by Sequoia Capital and Salesforce Ventures, Front has raised $204M from leading venture capital firms and independent investors including top executives at Atlassian, Okta, Qualtrics, Zoom, and PagerDuty. Front has received numerous Great Place to Work accolades, including Top Places to Work by USA Today 2025 , Y Combinator's list of Top Companies in 2023 , #4 on Fortune's Best Workplaces in the Bay Area™, Inc. Magazine's 2022 Best Workplaces list , and Forbes Best Startup Employers 2022 List .

We're looking for a Senior Technical Project Manager / Senior Implementation Manager to join our Success Services team in the US. You will lead Front's most complex customer implementations across net-new onboarding, enterprise expansion, workflow transformation, migration, and adoption of new capabilities.

You will be the customer's primary implementation partner and a senior advisor throughout the engagement. You'll uncover business goals, translate complex processes into scalable Front workflows, establish the project operating model, lead change and enablement, navigate technical dependencies, and drive teams toward measurable value.

This is a hands‑on role for an experienced implementation leader. You will independently manage high-stakes engagements while also improving how our team works through stronger playbooks, reusable solutions, coaching, and cross‑functional partnership.

What will you be doing?

Own complex, multi-workstream implementation engagements from discovery and solution design through launch, adoption, and value realization.

Advise customer leaders on future‑state workflows, operating models, governance, and change-not simply configure stated requirements.

Build and drive clear project plans, decision frameworks, stakeholder cadences, risk registers, and executive updates across multiple concurrent engagements.

Lead discovery workshops that uncover business goals, process gaps, technical constraints, change risks, and measurable success criteria.

Guide solution design involving permissions, integrations, data flows, automations, migrations, APIs, webhooks, and Front's AI‑powered capabilities; independently handle common technical topics and engage specialists intentionally.

Lead change management, enablement, cutover, and adoption strategies for teams moving from deeply embedded legacy tools and processes.

Navigate escalations with calm judgment, clear ownership, and an ability to align customers and internal teams around trade‑offs and a path forward.

Partner with Sales, Solutions, Account Management, Product, Engineering, and Support to define scope, resolve blockers, and improve the customer journey.

Turn recurring customer needs into reusable implementation assets, playbooks, templates, and delivery improvements.

Support team development through mentoring, thoughtful feedback, knowledge sharing, and leadership on strategic initiatives.

Represent the customer voice and implementation perspective in product and operational decisions.

What skills & experience do you need?

5+ years of experience leading customer‑facing SaaS implementations, professional services engagements, technical programs, or similarly complex transformation work.

A track record of independently owning complex implementations from discovery through sustained adoption, including multiple stakeholders, workstreams, and technical dependencies.

Strong consultative and systems‑thinking skills; able to diagnose underlying business problems and recommend a practical future state rather than order‑take.

Excellent project leadership, including scope, timeline, governance, risk, executive communication, and management of multiple concurrent priorities.

Demonstrated change‑management experience, including stakeholder mapping, resistance management, enablement, cutover, and reinforcement after launch.

Strong technical fluency across integrations, permissions, data flows, automations, migrations, APIs, and webhooks; able to learn products quickly and know when deeper expertise is needed.

Executive presence and communication skills, with the ability to simplify complexity, facilitate difficult decisions, and build trust across technical and non‑technical audiences.

Sound judgment under pressure and experience recovering at‑risk projects or resolving escalations.

Evidence of improving a services organization through reusable solutions, delivery methodology, enablement, mentoring, or operational improvements.

Curiosity and prac