Senior Manager, Customer Implementation (SaaS)

TL;DR

Senior Manager, Customer Implementation (SaaS): Leading the North America Retail onboarding team to deliver high-quality implementations that drive time-to-value and early-stage retention with an accent on onboarding strategy and cross-functional alignment. Focus on optimizing the end-to-end customer journey, implementing AI-driven efficiencies, and scaling team performance through data-driven coaching.

Location: Hybrid (3 days a week in office), North America

Company

A one-stop commerce platform helping merchants innovate, simplify, and scale their online and physical operations across retail, hospitality, and golf sectors.

What you will do

• Execute the North America Retail onboarding strategy, optimizing outcomes such as time-to-value, product adoption, and payments activation.
• Refine the end-to-end customer journey from sales handoff to early adoption to eliminate friction.
• Lead, coach, and manage the performance and career development of the onboarding team.
• Define and track key onboarding KPIs and report on early-stage retention and adoption.
• Develop and manage the department expense budget.
• Partner with Sales, Support, and Customer Success to align onboarding with the broader go-to-market strategy.

Requirements

• 5+ years of experience within a SaaS company.
• 5+ years of leadership experience managing large teams.
• Experience implementing digital onboarding, automation, and AI-driven efficiencies.
• Proficiency with customer success platforms (e.g., ChurnZero) or similar health scoring and automation tools.
• Experience scaling teams and processes in a fast-paced, growing environment.
• Strong problem-solving, communication, and negotiation skills.

Culture & Benefits

• Flexible work environment with a hybrid office model (3 days/week).
• Equity options and pension plan contributions.
• Health and wellness credit and enhanced parental leave.
• Continuous training opportunities and professional growth.
• Computer purchase program for a personal MacBook.
• Paid time off to volunteer and give back to the community.