Job Description

Implementation Manager

Department: Customer Success

Employment Type: Full Time

Location: United States

Reporting To: Head of US Customer Success

• This is a remote role based in the U.S. (EST or CST). Our HQ is in Jersey, UK, and our 100-person team is spread across the U.K. and U.S.
• At full ramp, you'll manage 15–20 active implementations at once—a mix of around 10 lighter SMB rollouts (4–8 weeks), 6–7 mid-market projects, and 2–3 chunkier enterprise programs that run closer to 6 months. The average implementation runs about 50 days.
• Our product is deep, flexible, and genuinely complex. You’ll need to understand a wide range of customer types, workflows, and implementation paths.
• Pinpoint isn't for everyone. We're still in startup mode: fast-moving, lean, and sometimes ambiguous. You'll thrive here if you're proactive, adaptable, and comfortable building structure where none exists.
• Our values actually matter here. We hire people who reflect them in how they work, collaborate, and make decisions.

About the Role:

• Maintain strong accountability across 15–20 concurrent implementations, ensuring deadlines are met and blockers are addressed with urgency
• Own the project management of implementation from kickoff through go-live, tracking milestones, managing risks, and keeping everyone aligned
• Lead internal and external discovery to understand customer needs and design tailored implementation plans
• Scope and shepherd HRIS integrations, including reading API docs, mapping data, and reducing engineering dependency where you can
• Coordinate internal teams across integrations, product, and support to ensure timely delivery and clear communication
• Act as a trusted advisor to enterprise customers, offering strategic workflow guidance and product best practices
• Ensure a smooth handover to our Customer Success team post-implementation, while staying involved through early adoption to support long-term success
• Develop and deliver scalable customer training: live sessions, train-the-trainer programs, and asynchronous enablement materials

About You:

• 3+ years leading large-scale B2B SaaS implementations (ideally across both enterprise and mid-market; HR/recruiting tech a huge plus)
• Proven experience managing 10+ concurrent implementations—balancing complexity, customer pressure, and internal coordination
• Technically self-sufficient—can read API docs, troubleshoot basic integration issues, and reduce engineering dependency
• Structured project owner—builds milestone-driven plans, defines customer responsibilities, and thinks 2–3 steps ahead to manage risk
• Experienced working with global customers and cross-functional teams (product, engineering, CS)
• Past examples of managing implementation risk—e.g., adjusting plans, unblocking tech issues, or driving change
• Brings operational rigor and accountability to each project—others trust you to own outcomes, not just tasks
• Comfortable working in ambiguous, startup-style environments with evolving processes
• Professional polish and presence—clear communicator who can command a (virtual) room
• AI-forward in how you actually work
• Comfortable working in ambiguous, startup-style environments with evolving processes.
• Based in the U.S. (EST or CST)

What We Offer:

• 🩺 Gold-plated healthcare – The best medical, dental, and optical coverage money can buy. We’ve got you (and your family) covered
• 🏝️ Unlimited holidays – Work-life balance matters. Take the time you need to rest, recharge, and enjoy life
• 🧠 Mental health support – Unlimited, immediate access to professional counseling through Spill—because your well-being comes first
• 💰 Retirement matching – A competitive plan to help you hit your long-term financial goals
• 🌍 Remote-first culture – Work where you're most productive. As a remote-first team, we prioritize flexibility and trust
• 📈 Meaningful equity – You’re helping build something special, and you should share in its success
• 👶 Generous parental leave – Up to 16 weeks of fully paid leave to support new parents
• 📚 Learning budget – Annual funds for courses, books, or anything else that fuels your personal and professional growth
• 💻 Top-of-the-line equipment – MacBook Pro, 4K monitors, and all the right tools to do your best work
• 🤝 A team that’s got your back – Smart, driven, kind people who want you to succeed, our clients to be wowed, and our business to grow