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Sr. Implementation Manager

Common Room, Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• As a Senior Implementation Manager at Common Room, you will be at the forefront of our customer success, operating at the critical intersection of enterprise delivery, strategic services, and tangible organizational impact. This role transcends a typical senior delivery position; it is designed to be a significant force multiplier within our organization. You will be entrusted with the most complex and high-impact enterprise implementations, taking ownership from inception to successful completion. Your ability to command executive rooms with confidence and credibility will be paramount, ensuring that our most strategic clients feel understood, supported, and are achieving their desired outcomes.
• A core aspect of this role involves not just executing individual projects but actively improving our overarching delivery systems. You will identify systemic gaps in our current processes, readiness protocols, scope management, and enablement strategies. By designing and influencing improvements to our Services playbooks, packages, and operating models, you will directly contribute to the scalability, maturity, and monetization of our Services offerings. This is an opportunity to shape how Common Room's Professional Services are positioned, sold, and trusted across the entire business, ensuring a consistent and high-quality experience for our enterprise clients.
• You will serve as the senior delivery partner for executive stakeholders, navigating complex organizational change, competing priorities, and potential ambiguity with a clear and confident approach. Your primary objective will be to ensure that our customers achieve value from Common Room faster and with significantly fewer escalations. This involves meticulous planning, proactive risk management, and fostering a collaborative environment between our team and the client's.
• Beyond direct client engagements, you will act as a leader for the Services team internally. This means representing Services with authority and credibility across various departments, including Sales, Customer Success, Revenue Operations, Product, and Executive Leadership. You will influence pre-sales readiness, assist in accurate scoping, and set realistic expectations with potential clients, thereby building trust and strengthening the perception of our Services capabilities.
• A key responsibility will be to mentor and uplevel the entire Implementation team. You will guide junior team members, instilling strong judgment, executive presence, and the ability to navigate ambiguity effectively. By modeling strong boundaries, decisive decision-making, and unwavering customer advocacy, you will set a high standard for the team. Sharing valuable patterns, lessons learned, and best practices will be crucial in raising the bar for the collective performance of our Implementation Managers.
• Furthermore, you will infuse the voice of the enterprise customer and your deep insights into our Product and roadmap discussions. Partnering closely with Product and Engineering teams on complex data, CRM, and integration needs will be essential. Your contributions will help shape how Common Room evolves to better support enterprise Go-To-Market motions over time, ensuring our platform remains aligned with the sophisticated needs of our largest clients.
• Success in this role is defined by enterprise implementations that are consistently structured, confidently executed, and expertly led. We expect delivery models to demonstrably improve as you introduce and implement new, more effective ways of supporting our customers. Services will be recognized and trusted by Sales, Customer Success, and Executive leadership as a strategic and indispensable partner. Enterprise deals will accelerate due to the enhanced credibility and proven effectiveness of our Services team, leading to measurable improvements in customer outcomes and overall client satisfaction.
• This role is ideal for someone who thinks in terms of systems, scalability, and repeatability, bringing clarity to often messy and high-pressure situations. You will need to balance strong customer advocacy with sound business discipline, always aiming to elevate the people and processes around you. You should be a trusted advisor to executives, peers, and teammates alike, driven by a deep commitment to customer outcomes and sustainable, high-quality Services delivery. Your ability to hold firm boundaries while maintaining strong customer trust will be a hallmark of your success.

🎯 Requirements

• 7+ years of experience in SaaS implementations, Professional Services, or Customer Success roles.
• Deep experience working with enterprise customers and understanding complex Go-To-Market (GTM) and Revenue Operations (RevOps) ecosystems.
• Proven track record of leading executive-level conversations and influencing strategic outcomes.
• Demonstrated ability to improve delivery systems and processes, not just manage individual projects.
• Experience navigating ambiguity, mis-scoping, and organizational change at scale.
• Comfort with holding firm boundaries while maintaining strong customer trust.

🏖️ Benefits

• Competitive base compensation with meaningful equity ownership.
• Comprehensive health insurance including medical, dental, and vision, with HSA and FSA options.
• 100% employee premium coverage for health insurance and 50% for dependents.
• Unlimited Paid Time Off (PTO) and paid company holidays.
• Work-from-home policy with a provided laptop and support for home office setup.
• Monthly Remote Stipend to support remote work expenses.
• 401(k) self-contribution plan.
• Paid Family Leave.
• Opportunity to join a diverse, passionate, and fun team at a pivotal stage of company growth.

Skills & Technologies

Senior

Remote

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Common Room, Inc.

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About Common Room, Inc.

Common Room is a customer-intelligence platform that unifies product usage, community, and CRM data to give go-to-market teams real-time signals on user engagement, intent, and health. It ingests events from data warehouses, support systems, and social channels, then applies identity resolution and scoring to surface high-value accounts and champions. Teams use its workflows to automate outreach, measure pipeline influence, and prevent churn. Founded in 2020 by former Microsoft, Stripe, and Atlassian engineers, the company targets B2B SaaS vendors seeking to turn community activity into revenue through unified community-led growth operations.

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