Job
Description
As a Senior Implementation Manager, you will be responsible for leading complex customer onboarding projects, including strategic migrations from other platforms, and ensuring timely, high-quality go-lives. You will serve as the primary point of contact for customers during the onboarding phase, working cross-functionally with Sales, Product, Engineering, and Customer Success teams. Key Responsibilities Own and drive end-to-end implementation projects for enterprise clients, from kickoff to full go-live Lead migration projects from competitor platforms, ensuring smooth data, audience, and campaign transfers. Serve as a strategic partner to customers, helping them translate their business goals into actionable onboarding plans. Define and track delivery metrics like Time to First Go-Live, Full Go-Live, Customer Happiness Score and others that are required by internal KPIs Conduct periodic meetings, provide regular progress updates, and manage customer expectations throughout the onboarding lifecycle. Collaborate with Product and Engineering teams on feature enablement, integration, and technical problem-solving. Proactively identify risks and issues, manage resolutions to maintain project timelines and customer satisfaction. Mentor and support junior IMs and act as a subject matter expert in key implementation workflows. Contribute to the standardization of implementation processes and creation of documentation/templates. Gather and relay customer feedback to help improve onboarding and product experience. Requirements 7+ years of experience in Implementation Management, Professional Services, or Customer Success, preferably in SaaS or MarTech. Proven success leading complex customer onboarding projects, especially data-driven or API-heavy platforms. Strong stakeholder management and communication skills, with the ability to influence senior customer and internal stakeholders. Experience with project management tools like Rocketlane or Jira. Ability to juggle multiple priorities and deliver in a fast-paced, high-growth environment. Solid understanding of marketing automation, CRM ecosystems, and campaign orchestration. Data-savvy and technically inclined able to understand API documentation, data mapping, and integration requirements. Familiarity with customer engagement KPIs, marketing lifecycle metrics, and onboarding benchmarks. Individual contribution role, but a team player who thrives on collaboration, accountability, and continuous improvement. Preferred Qualifications Experience with customer journey orchestration tools, push/email/SMS marketing tools, or analytics platforms. Hands-on experience using MoEngage (either in a previous role or as a client) is a major plus. PMP, CSM, or other project management certifications are advantageous. What you'll Get A fast-paced, collaborative, and transparent work culture. Opportunity to work with global enterprise clients. Freedom to innovate and lead strategic initiatives. Competitive compensation and benefits package. Work with some of the best minds in the industry.
