Manager, Implementation Management

About Hightouch

Hightouch is the modern AI platform for marketing and growth teams. Our AI agents reimagine marketing workflows, allowing marketers to create content, plan campaigns, and execute strategies with transformational velocity and performance. Hightouch is a rare company built on the intersection of two fundamental technological shifts: advances in LLMs and agentic AI, and the creation and rapid adoption of cloud data warehouses like Snowflake and Databricks. Building on these tailwinds, we’ve become a leader in AI marketing and partner with industry leaders like Domino’s, Chime, Spotify, Ramp, Whoop, Grammarly, and over 1000 others. Our team focuses on making a meaningful impact for our customers. We approach challenges with first-principles thinking, move quickly and efficiently, and treat each other with compassion and kindness. We look for team members who are strong communicators, have a growth mindset, and are motivated and persistent in achieving our goals.

About The Role: Manager, Implementation Management

As a Manager, Implementation Management at Hightouch, you will lead a team of Implementation Managers who are instrumental in helping customers onboard with the platform. Your team works closely with customer stakeholders and internal partners to translate business requirements into reliable technical implementations by designing the right approach, configuring and validating integrations, and guiding customers through the onboarding experience. Implementation Managers serve as trusted technical partners during this phase, coordinating cross-functional execution, navigating complexity, and removing blockers so customers can realize value quickly and confidently.

You will be accountable for the quality, consistency, and predictability of customer implementations. This includes building and scaling a high-performing team, setting clear delivery standards, and ensuring customers realize value from the Hightouch platform quickly and reliably. This is a hands-on leadership role that combines people management with deep technical expertise. You will actively participate in solution design reviews, guide your team through complex technical challenges, and lead critical escalations when needed. You’ll work closely with Customer Success, Product, and Engineering to surface systemic delivery issues and customer insights that inform product and process improvements.

What You'll Do

People Leadership & Development

• Build, hire, and develop a high-performing team of Implementation Managers.
• Coach and mentor team members on both technical execution and customer-facing skills.
• Establish clear goals, performance metrics, and accountability tied to implementation outcomes.
• Foster a culture of technical rigor, ownership, and continuous improvement.

Implementation Strategy & Delivery

• Develop and scale implementation frameworks that balance consistency with flexibility for complex use cases.
• Identify delivery risks early and drive mitigation plans across accounts.
• Ensure a consistently high bar for customer onboarding and launch experiences.

Technical Excellence & Operations

• Maintain deep technical knowledge of the Hightouch platform and stay current with product developments.
• Establish and evolve technical best practices and implementation standards.
• Lead complex technical escalations and unblock high-risk customer situations.
• Partner with Engineering and Product to translate recurring customer challenges into product and tooling improvements.

Cross-Functional Leadership

• Partner closely with Customer Success to ensure smooth handoffs and long-term customer success.
• Represent the voice of the customer in internal planning and strategy discussions.
• Contribute to the rollout of new products and features by ensuring implementation readiness.
• Drive process improvements that increase team efficiency and reduce delivery friction.

What We’re Looking For

Leadership Experience

• 3–5 years of people management experience leading technical, delivery-oriented teams (e.g. implementation, solutions, onboarding).
• Proven ability to build and scale high-performing teams in fast-growing environments.
• Strong coaching and feedback skills with experience developing career paths for technical professionals.
• Track record of setting clear expectations and holding teams accountable to outcomes.

Technical & Customer Delivery Background

• Deep understanding of enterprise software implementations, including APIs, databases, and data integration systems.
• Hands-on experience with complex technical projects involving multiple stakeholders and custom requirements.
• Ability to independently reason through data flows, integration patterns, and technical tradeoffs.
• Familiarity with customer success and implementation metrics, including time-to-value and launch success.

Core Competencies

• Clear, confident communicator with the ability to influence across technical and non-technical audiences.
• Strong analytical and problem-solving skills with a bias toward action.
• Comfortable operating in ambiguity while maintaining a high bar for execution and quality.

Preferred Qualifications

• Experience with modern data stacks, including data warehouses and ETL/ELT tools.
• Background in Customer Data Platforms (CDPs), marketing technology, or data activation.
• Experience in B2B SaaS, particularly in implementation, solutions engineering, or technical customer success roles.
• Track record of improving customer retention through strong onboarding and implementation outcomes.

Key skills/competency

• Implementation Management
• People Leadership
• Technical Expertise
• Customer Onboarding
• SaaS Enterprise Software
• Data Integration (APIs, Databases, ETL/ELT)
• Project Management
• Cross-functional Collaboration
• Problem-solving
• Strategic Planning