Sr Professional Services Manager (Implementation Manager)

This fully remote senior role leads complex enterprise implementations from initial discovery through go-live, stabilization, and transition to Customer Success.
You will translate business and technical requirements into scalable solutions while guiding customers toward practical, sustainable best practices.
The position sits at the intersection of business strategy, solution design, project execution, and executive stakeholder management.
You will coordinate cross-functional teams across Sales, Product, Technology, Operations, Customer Success, and external technology partners.
Success requires the ability to bring structure to ambiguity, manage risk and scope, resolve blockers, and maintain strong customer relationships.
You will also contribute to implementation excellence by mentoring peers and improving playbooks, reusable solutions, and delivery processes.
The role is 100% remote within the U.S., with up to 25% travel required.

• Bachelor’s degree or equivalent professional experience.

• 7+ years of experience leading complex enterprise implementations, professional services engagements, solution delivery, or comparable customer onboarding programs within B2B SaaS.

• Demonstrated expertise in discovery, requirements gathering, solution design, scope management, risk management, project governance, testing, and launch readiness.

• Proven ability to negotiate, influence through expertise and data, and hold both customer and internal stakeholders accountable for commitments.

• Ability to understand integrations, APIs, data exchange, configuration, and ATS/HRIS concepts and translate them into clear business implications and actionable recommendations.

• Coding experience is not required, but strong technical fluency and solution leadership capabilities are essential.

• Excellent facilitation, executive presence, presentation, written communication, analytical judgment, and cross-functional leadership skills.

• Experience collaborating with Sales or pre-sales, Product, Technology, Operations, and Customer Success teams.

• Strong business acumen and the ability to connect technical and implementation decisions with commercial and customer outcomes.

• High emotional intelligence, curiosity, adaptability, and learning agility.

• Strong organizational and problem-solving skills, with the ability to bring structure to ambiguity and manage competing priorities.

• Experience in background screening, HR technology, HCM, identity, compliance technology, financial services, healthcare, or another complex or regulated B2B environment is helpful but not required.

• Experience in solutions consulting, technical account management, or pre-sales solutioning is a plus.

• Familiarity with AI-enabled tools, automation, or analytics used to improve implementation speed, quality, documentation, or decision-making is advantageous.

• Formal project management or change management certification is beneficial.