Senior Implementation Manager - Massachusetts Based

Job Summary

We are looking for an experienced, customer-focused Senior Implementation Manager based in Massachusetts to join our team. This role is ideal for someone with 5-7+ years of experience in implementation, professional services, technical account management, or SaaS consulting who thrives on helping enterprise customers achieve measurable business outcomes.

The ideal candidate is a strategic advisor who enjoys educating customers, leading complex implementations, solving technical and business challenges, and managing multiple high-impact projects simultaneously. You're analytical, comfortable working with data, naturally proactive, and always thinking several steps ahead to ensure customer success. You're passionate about Customer Experience (CX), excited by SaaS technology, and curious about how AI is transforming customer engagement and business outcomes.

In this role, you'll partner with enterprise customers to design, configure, deploy, and optimize CustomerGauge solutions. You'll serve as a trusted advisor throughout implementation, driving adoption, sharing best practices, and ensuring customers achieve key business milestones while building long-term success.

If this sounds like you and you're excited to make an impact with an incredible global team, we'd love to talk.

What You'll Do

As a Senior Implementation Manager, you'll serve as a trusted implementation consultant and strategic advisor for enterprise customers, guiding them through successful onboarding, adoption, and optimization of their CX program and CustomerGauge platform.

Customer Consulting & Solution Delivery

• Lead complex enterprise implementations from discovery through launch, ensuring customers achieve successful business outcomes.
• Partner with executive sponsors and key stakeholders to understand business objectives and translate them into scalable solution designs.
• Recommend, configure, validate, and optimize platform settings based on customer requirements and best practices.
• Guide customers in interpreting dashboards, KPIs, and account health metrics, transforming data into actionable business insights.
• Advise customers on CRM integrations, SSO, APIs, automation, and other technical workflows to maximize platform value.
• Support customers in designing, testing, and launching branded survey campaigns aligned with industry best practices.
• Drive adoption by educating customers on change management, governance, and long-term program success.

Project & Program Management

• Own multiple concurrent enterprise implementations and strategic rollout projects with varying levels of complexity.
• Develop detailed implementation plans, project timelines, success criteria, and risk mitigation strategies.
• Facilitate regular executive and project status meetings, providing clear communication around milestones, dependencies, and business outcomes.
• Anticipate project risks, proactively resolve issues, and coordinate cross-functional resources to maintain momentum.
• Act as the voice of the customer by partnering closely with Strategic Account Management and Product to advocate for customer needs and continuous improvement.

Customer Education & Process Excellence

• Deliver engaging customer training sessions, and enablement programs for both business and technical audiences.
• Mentor customers on implementation best practices and long-term CX program maturity.
• Contribute to scalable customer education by developing implementation guides, playbooks, FAQs, and enablement content.
• Continuously identify opportunities to improve internal processes, implementation methodologies, and customer onboarding experiences.

Success Measures

Your success will be measured by your ability to deliver outstanding customer outcomes, including:

• Successful and timely implementation milestones
• Implementation efficiency and campaign launch success
• Customer adoption and platform utilization
• Customer satisfaction throughout the program delivery
• Customer retention and long-term program success

Beyond the metrics, you'll be a trusted advisor, educator, problem solver, and advocate for CustomerGauge. Whether presenting at customer workshops, contributing thought leadership, or sharing best practices internally, you'll help elevate both our customers and our team.

Who You Are

• 5-7+ years of experience in Customer Success, Professional Services, SaaS Implementation, Technical Account Management, Consulting, or related customer-facing roles.
• Proven experience leading complex enterprise software implementations with multiple stakeholders.
• Strong project management skills with the ability to balance competing priorities across several accounts.
• Excellent executive communication and presentation skills, with confidence engaging customer leadership teams.
• Analytical mindset with the ability to translate business requirements into scalable technical solutions.
• Experience working with CRM platforms, customer data, integrations, APIs, SSO, or related technologies is highly desirable.
• Passionate about customer success, continuous improvement, and delivering measurable business value.
• Comfortable navigating ambiguity and thriving in a fast-paced, evolving SaaS environment.
• Collaborative team player who enjoys mentoring others and contributing beyond individual responsibilities.
• Commercially minded with a strong understanding of customer outcomes and business impact.
• Experience working with enterprise B2B customers is preferred.
• English required; Spanish strongly preferred. Portuguese is a plus.
• Located in the United States and able to work US East Coast business hours.
• Occasional travel for customer meetings and company events.

Why Join Us?

Our mission is simple: help our customers create better Account Experiences for their customers. Working with some of the world's largest B2B organizations means your work has real, measurable impact on how businesses build stronger customer relationships.

You'll join a collaborative, international team that values curiosity, ownership, innovation, and continuous learning. As CustomerGauge continues to grow, you'll have opportunities to expand your expertise, influence our products, and advance your career.

Benefits

• Competitive salary
• Health Insurance (Medical, Dental & Vision) 70% contribution for employees
• Participation in the SAR Plan
• Unlimited PTO (manager approval required)
• MacBook provided
• Occasional travel to customers and global offices
• Full-time remote position   

Equal Opportunity Employer

CustomerGauge is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to fostering an inclusive workplace where everyone can thrive.

About CustomerGauge

CustomerGauge is the leading Account Experience software provider and has been recognized by Gartner as the #1 B2B Voice of the Customer platform. Our Account Services team partners with some of the world's most recognized brands - including Heineken, Coca-Cola, and many more - to implement enterprise CX programs that transform customer relationships.

We're a global, multicultural organization that values collaboration, innovation, and continuous learning. With colleagues representing more than 10 nationalities and languages, you'll work across teams spanning Account Management, Product, Sales, Engineering, and Leadership - all while helping shape the future of Account Experience.