Implementation Manager

Do you have a track record of developing and leading enterprise-level implementation and training strategies and understand what it takes to create a seamless onboarding experience for new customers? Do you thrive in entrepreneurial and collaborative environments where you are supported in having a big vision and leading a team to accomplish great things?

THE ROLE

We are seeking a strategic, collaborative, and process-driven Manager to lead our Implementation function. This role is responsible for ensuring new customers have a seamless onboarding experience, responding effectively to escalations, and building scalable processes-including AI-enhanced workflows-that support rapid adoption of our product.

The ideal candidate has hands-on experience implementing and training customers in a B2B SaaS environment, including leading enterprise-level implementations with complex configurations, multi-platform integrations, and dynamic workflow and reporting requirements.. They excel at optimizing systems, bring strong technical aptitude with the ability to speak fluently about APIs, integrations, and technical solutioning, and are comfortable balancing people leadership with individual contribution. They will oversee the end-to-end onboarding experience and continually refine processes through proactive, structured project management to improve efficiency, quality, and customer outcomes.

ABOUT THE COMPANY

WorkBright is a leading HR platform for radically simple form verification. We're getting people to work faster by streamlining the hiring process.

WorkBright is a Certified B Corp. We balance our purpose and profit as we consider our impacts on all stakeholders from a social, environmental, and governance perspective.

We're also a pretty great place to work. And don't just take our word for it-we're proud to be in Outside Magazine's Top 10 Best Places to Work for 2024 (and 2023, 2022, 2021, and 2020) as well as Inc. Top Workplaces for 2023 and 2024.

Who will be successful in this role?

• Someone who lives our core values and leads with empathy, accountability, and curiosity.
• A manager who prioritizes people first and brings out the best in each team member.
• A process-oriented thinker who enjoys analyzing workflows, introducing improvements, and experimenting with AI and automation.
• A strong collaborator who communicates across teams to create a seamless customer journey.
• A problem-solver who handles challenges calmly and can manage customer escalations with sound judgment.
• A team-oriented leader who understands that building great experiences requires coordinated effort.
• A technically curious leader who can partner closely with Implementation Specialists, support technical solutioning conversations, and bridge customer needs with internal technical teams.
• A proactive project manager who thrives in complex, multi-stakeholder environments and brings structure, clarity, and momentum to enterprise implementations.

Responsibilities:

• Serve as the primary point of escalation for complex or at-risk implementations, resolving issues quickly and maintaining customer trust.
• Develop and optimize implementation and training strategies that drive high product adoption, customer satisfaction, and efficient onboarding.
• Lead enterprise-level implementations, ensuring successful delivery across complex configurations, integrations, workflows, and reporting needs. This includes translating technical concepts into clear, customer-facing communication and internal documentation.
• Build and manage detailed project plans for complex implementations, proactively identifying dependencies, risks, and change management considerations across multiple stakeholders.
• Build, document, and refine workflows across systems (e.g., Salesforce, Vitally, Asana, etc) to improve efficiency and customer experience.
• Identify opportunities to incorporate AI resources into onboarding, communication, and training deliverables to streamline operations.
• Tailor implementation approaches for different customer segments (Transactional, SMB, Enterprise) based on needs and business goals.
• Monitor and report on KPIs such as time to first value, feature adoption, customer satisfaction, and upsell opportunities during onboarding.
• Conduct ongoing experimentation and analysis to evaluate process performance, test improvements, and recommend changes.
• Collaborate cross-functionally with Customer Success, Sales, and Product to create a seamless and consistent customer journey.
• Provide technical guidance and support to Implementation Consultants, including participating in solution design discussions involving APIs, integrations, and advanced configuration.
• Lead, coach, and develop the ImplementationTraining team through regular 1:1s, performance feedback, and clear goal-setting.
• Hire and onboard new team members as the department grows.
• Prepare and deliver clear performance reports and insights for leadership, as needed.
• Foster a culture of continuous improvement, accountability, and customer-centric thinking within the team.
• Balance team leadership with individual contributor responsibilities as needed to achieve department goals.

Qualifications and Skills

• 5+ years of experience in implementation, training, customer experience, or client services within a B2B SaaS environment, including enterprise customers (HR Tech preferred but not required).
• 2+ years of direct management, with demonstrated success coaching and developing high-performing teams.
• Proven success driving strong product adoption and customer satisfaction
• Strong experience managing enterprise-level implementations involving complex configurations, multi-system integrations, and custom workflows.
• High technical aptitude with the ability to speak confidently about APIs, integrations, data flows, and technical solutioning; able to support and guide Implementation Consultants in technical conversations.
• Demonstrated strength in proactive project management, including building and managing complex project plans, navigating dependencies, and driving change management across multiple stakeholders.Hands-on experience with Salesforce or other CRM/CS platforms.
• Ability to translate technical concepts into clear, customer-facing communication and internal documentation.
• Strong cross-functional relationship-building skills.
• Highly organized with excellent prioritization and attention to detail.
• Strong written and verbal communication skills.
• Demonstrated ability to develop, mentor, and motivate team members.
• A creative, analytical problem-solver with a bias toward action.
• Fast learner who proactively researches solutions and adapts quickly.
• Passionate about customer experience, operational efficiency, and building scalable systems.

Travel Required:

WorkBright is a 100% remote company; however 5% travel may be required for various in-person meetings ranging from team meetings to staff functions.

What We Offer You: Compensation and Benefits

• The salary range for candidates is: $120,000 - $135,000 OTE
• This is a full-time, non-exempt position
• Opportunity to work at a B Corp
• Unlimited vacation
• Full time employees are eligible for stock options, subject to the terms of the plan
• 1 extra paid day off to volunteer in your community each quarter
• Health and dental (with competitive employer coverage), life insurance, FSA with company match, 401K with company match, additional reimbursements including home office set up, personal and professional development, and wellness
• The ability to work from wherever you want