Manager, Implementation

About the Role

As the Manager, Implementation, you'll lead the team responsible for guiding new customers through the implementation of ChurnZero. You'll oversee a group of Configuration Specialists and Data Specialists, ensuring our customers' onboarding experience is efficient, accurate, and sets them up for long-term success.

This is a hands-on leadership role in which you'll manage a team of six (and growing), provide coaching and direction on active implementations, and partner cross-functionally to evolve our onboarding processes as we scale to support more complex enterprise customers. You'll balance people leadership, operational execution, and process innovation to ensure every customer implementation meets our standards of quality and timeliness.

Job Title: Manager, Implementation

Classification: Exempt

Reports to: Senior Director, Customer Support

Location: US remote

Target Salary Range: $90k to $130k annual base salary

Target OTE Range: $100k to $150k annual OTE target

What You will do

• Lead and develop a growing team of Implementation Specialists (Configuration and Data). Provide guidance, feedback, and career development support.
• Partner cross-functionally with Customer Success Managers, Sales, Product, Engineering, and Support to ensure smooth transitions from sale to launch.
• Define, refine, and document team processes best practices for onboarding, configuration, and data setup, with an emphasis on scalability for enterprise customers.
• Monitor key implementation metrics such as Time to Value (TTV), CSAT, and year one Gross Revenue Retention (GRR).
• Contribute to strategic initiatives that improve the customer onboarding experience, reduce friction, and enhance operational efficiency.
• Foster accountability, customer centricity and performance standards within the team to ensure customers experience timely, high-quality delivery.
• Collaborate with leadership to forecast workload, resource needs, and process improvements as the team expands in 2026 and beyond.
• As ChurnZero's Customer Experience organization grows, take on additional scope or leadership responsibilities that strengthen the bridge between onboarding and long-term customer value realization.

What You will bring

• Proven experience leading implementation or onboarding teams in a technical SaaS environment.
• Strong understanding of customer implementation processes including configuration, data management, and integrations.
• Familiarity with CRMs such as Salesforce and hands-on experience with tools that support customer data flows.
• Experience balancing operational delivery with process optimization and continuous improvement.
• Excellent communication skills and the ability to work effectively across functions and with all customer segments.
• A collaborative leadership style that motivates through clarity, accountability, and support.
• Project management experience (formal or informal) and comfort managing multiple complex customer implementations simultaneously.
• Bachelor's degree preferred.
• Experience with ChurnZero (as a customer or administrator) is a significant plus.

Measures of success

• Consistent achievement of target Time to Value (TTV) for implementations.
• Strong CSAT scores during implementation.
• Positive influence on first-year Gross Revenue Retention (GRR) for implemented customers.
• Improved onboarding efficiency and scalability as the implementation process matures

About ChurnZero

ChurnZero is the AI-powered platform and partner for customer growth, engineered for customer teams to deliver more recurring revenue and customer value at scale. ChurnZero's customer growth software connects proprietary Customer Success AI, analysis, and automation to the customer experience, enabling personalized in-app communication, advanced health scoring, actionable reporting, accurate revenue forecasting, and scalability across every stage of team maturity. ChurnZero's team prides itself on being a top-rated partner, consultant, and coach to customer teams worldwide. Founded in 2015, ChurnZero is a remote-first company with headquarters in Washington, D.C.