Hightouch - Manager, Implementation Management
Requirements
• 3–5 years of people management experience leading technical, delivery-oriented teams (e.g. implementation, solutions, onboarding) • Proven ability to build and scale high-performing teams in fast-growing environments • Strong coaching and feedback skills with experience developing career paths for technical professionals • Track record of setting clear expectations and holding teams accountable to outcomes • Technical & Customer Delivery Background • Deep understanding of enterprise software implementations, including APIs, databases, and data integration systems • Hands-on experience with complex technical projects involving multiple stakeholders and custom requirements • Ability to independently reason through data flows, integration patterns, and technical tradeoffs • Familiarity with customer success and implementation metrics, including time-to-value and launch success • Core Competencies • Core Competencies • Clear, confident communicator with the ability to influence across technical and non-technical audiences • Strong analytical and problem-solving skills with a bias toward action • Comfortable operating in ambiguity while maintaining a high bar for execution and quality • Experience with modern data stacks, including data warehouses and ETL/ELT tools • Background in Customer Data Platforms (CDPs), marketing technology, or data activation • Experience in B2B SaaS, particularly in implementation, solutions engineering, or technical customer success roles • Track record of improving customer retention through strong onboarding and implementation outcomes
Responsibilities
• People Leadership & Development • Build, hire, and develop a high-performing team of Implementation Managers • Coach and mentor team members on both technical execution and customer-facing skills • Establish clear goals, performance metrics, and accountability tied to implementation outcomes • Foster a culture of technical rigor, ownership, and continuous improvement • Implementation Strategy & Delivery • Develop and scale implementation frameworks that balance consistency with flexibility for complex use cases • Identify delivery risks early and drive mitigation plans across accounts • Ensure a consistently high bar for customer onboarding and launch experiences • Technical Excellence & Operations • Maintain deep technical knowledge of the Hightouch platform and stay current with product developments • Establish and evolve technical best practices and implementation standards • Lead complex technical escalations and unblock high-risk customer situations • Partner with Engineering and Product to translate recurring customer challenges into product and tooling improvements • Cross-Functional Leadership • Partner closely with Customer Success to ensure smooth handoffs and long-term customer success • Represent the voice of the customer in internal planning and strategy discussions • Contribute to the rollout of new products and features by ensuring implementation readiness • Drive process improvements that increase team efficiency and reduce delivery friction
Benefits
• The salary range for this position is $185,000-$215,000 USD per year, which is location independent in accordance with our remote-first policy. We also offer meaningful equity compensation in the form of ISO options, and offer early exercise and a 10-year post-termination exercise window.
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT