Senior Implementations Manager

PermitFlow; New York (NY); Hybrid; USD 120,000 - 150,000; Full time

Benefits offered by this job

Equity packages

100% Paid health, dental & vision coverage

Company issued laptop

Home office & equipment stipend

Lunch & Dinner via UberEats

Commuter benefits

Team building events

Unlimited PTO

Job summary

PermitFlow, located in New York, is seeking a Senior Manager of Implementation to build and manage a dedicated team focused on customer onboarding. This role involves coaching Implementation Managers, running operational cadence, and engaging with various departments for seamless service delivery.

The ideal candidate will have extensive experience in B2B SaaS onboarding, strong project management skills, and a proven track record in team development and growth. A hybrid work schedule is available, with some in-office requirements and travel involved.

Qualifications

• 4+ years of experience managing an implementation, onboarding, or professional services team.
• 8+ years of experience in implementation, onboarding, or professional services.
• Previous experience scaling teams during growth phases.

Responsibilities

• Build and lead the team for customer onboarding.
• Coach Implementation Managers through enterprise launches.
• Run operating cadence including 1:1s and pipeline reviews.
• Partner with Sales, Customer Success, and Ops teams.

Skills

B2B SaaS onboarding management

Project management

Clear communication

Team building

Job description

Responsibilities

• We are hiring a Senior Manager of Implementation to build and lead the team that owns customer onboarding from contract signature through their first 90 days of our partnership
• Reporting to the VP Customer Success, this is a people-management position: you will hire, develop, and mentor a team of Implementation Managers and Specialists, set the bar for execution, and own the metrics that determine whether new customers stick
• This is an in-person position at our New York City office with a hybrid schedule (M/W/F in-office) and up to 25% travel
• Coach Implementation Managers through complex enterprise launches, including escalations and at-risk accounts
• Serve as the leadership sponsor on the highest-stakes launches and most complex at-risk accounts, and act as the internal advocate for the customer when tradeoffs come up across Product, Ops, and CS
• Run a tight operating cadence: 1:1s, pipeline reviews, account health reviews, and post-mortems on every account
• Partner with the Sales org on handoffs, with the Customer Success org on the transition to ongoing ownership, and with Ops on service delivery
• Hire ahead of growth and ramp new IMs quickly to full ownership
• Identify the recurring patterns behind launch slippage and customer friction, and close them through process, tooling, or training changes, codifying improvements into playbooks the team can run from

Benefits

• Equity packages
• 100% Paid health, dental & vision coverage
• Company issued laptop
• Home office & equipment stipend
• Lunch & Dinner provides via UberEats w/ a fully stocked kitchen
• Commuter benefits
• Team building events
• Unlimited PTO

Qualifications

A track record of scaling B2B SaaS onboarding teams through a period of growth, not just running a steady-state one.

Clear, direct written communication and the ability to hold customers and internal partners to commitments without friction.

Strong project management instincts: scoping, sequencing, milestone management, and unblocking work across internal and customer teams.

4+ years managing an implementation, onboarding, or professional services team, including experience developing senior ICs or other managers.

Comfort operating in regulated or operationally complex environments where the work is not purely software.

8+ years in implementation, onboarding, or professional services.