Manager, Implementation Management

About Hightouch

Hightouch is an Agentic Marketing Platform powered by the industry-leading Composable CDP. With complete brand context, customer data, and performance history in one place, every marketer finally has the power to build and ship end-to-end campaigns themselves. Teams move faster, stay on brand, and get AI marketing that actually works.

Founded in 2019 and headquartered in San Francisco, Hightouch enables marketing teams to analyze performance, brainstorm ideas, and generate creative at a speed and quality that wasn't previously possible.

Named a Leader in the 2026 Gartner® Magic Quadrant™ for Customer Data Platforms, Hightouch is trusted by leading enterprises like Domino's, Spotify, Aritzia, Cars.com, Ramp, and PetSmart.

At Hightouch, our mission is to help our customers leverage data and AI to grow their businesses. The team is ambitious, impact-driven, efficient — and we believe humility, kindness, and compassion are essential to our success. If you're energized by velocity, obsessed with raising the bar, and want to build alongside people who care deeply about each other and our customers, we'd love to meet you.

About The Role

In this role, you will lead a team of Implementation Managers who are instrumental in helping customers onboard with Hightouch. 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.

In this role, you will 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

Compensation

The salary range for this position is $185,000-$215,000 USD per year, which is location independent in accordance with our remote-first policy. We also offer meaningful equity compensation in the form of ISO options, and offer early exercise and a 10-year post-termination exercise window.

E-Verify Statement

Hightouch participates in E-Verify. We will provide the Social Security Administration, and if necessary, the Department of Homeland Security, with information from each new employee’s Form I-9 to confirm work authorization. Please note that we do not use this information to pre-screen job applicants.

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