Senior Implementation Manager
Dono
- New York, New York, United States
- New York, New York, United States
À propos
The Role This is Dono's first dedicated implementation and customer success hire. You'll own the full post-sale journey for a portfolio of 10–20 accounts: onboarding, activation, ongoing optimization, and expansion. You'll operate across Production, Product, Data, and Sales — traveling monthly to be on the ground with clients. This is an ownership role. You'll also be building the function itself alongside the COO.
What You'll Own Onboarding & Activation
Execute structured onboarding from signed contract through first production order
Design integration plans tailored to each client's operating model — agency, law firm, or underwriter
Drive utilization from zero to target, identifying and removing friction whether it's technical, procedural, or organizational
Account Ownership
Own 10–20 accounts across title agencies, real estate law firms, and title underwriters
Run monthly check-ins and quarterly business reviews with both decision-makers and operators — the person who signed the contract is rarely the person running production
Catch account health deterioration before the client flags it
Work with Dono's production team to ensure client configurations are correctly structured and maintained
Translate client friction and feature requests into structured R&D input
Recognize cross-account patterns — when multiple clients hit the same wall, that's a product signal
Data & Reporting
Build account-level health reports and review materials from platform data
Track and surface utilization metrics proactively — to clients and internally
Use data to lead conversations, not respond to them
Execute clean warm handoffs from sales — zero information loss between close and rollout
Surface expansion opportunities across your portfolio: new geographies, additional modules, volume growth
What We’re Looking For Required
5–8 years in implementation, customer success, or technical account management in B2B SaaS or workflow software
Proven ability to drive adoption against measurable utilization targets — not just relationship maintenance
Cross-functional fluency across product, engineering, and ops
Comfortable pulling, interpreting, and presenting operational data
US-based with genuine willingness to travel monthly
Background in title insurance, real estate law, mortgage, or a related real estate data workflow
Experience at an early-stage company where the playbook didn't exist and you built it
Exposure to pre-sales or solution engineering
Location US-based, remote with regular domestic travel
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Compétences linguistiques
- English
Avis aux utilisateurs
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