[Hiring] Senior Manager Technical Services @ChartHop

Role Description

As Senior Manager, Technical Services, you'll lead the Implementation Specialists and Senior Professional Services Consultants who onboard new customers and deliver complex technical projects:

• System integrations
• SFTP connections
• Data cleanup
• Compensation planning cycles
• Custom configurations

This is a leadership and people management role. You'll set the operating model, develop the team, own client project management, and serve as the escalation point, without carrying a direct client account load. You'll report to the Senior Director of Customer Experience and partner with Sales, R&D, and CX. The role is fully remote within the US (Eastern to Pacific time zones).

You'll be a great fit if:

• Career Experience: You've worked at B2B SaaS companies that are AI-forward and focused on data analytics, with particular interest in HR, revenue, talent acquisition, and finance platforms.
• Client Demographic: You've delivered for mid-market and enterprise customers (300 to 1,500+ employees) in Professional Services, Implementation, Technical Customer Success, or consulting, including executive stakeholder management.
• Functional Breadth: You've helped scale client-facing technical teams. You don't need to have led the function, but you understand what growth and scale look like in practice.
• People Management: You've managed technical, customer-facing teams, you know how to hire and develop talent, and you keep growing as a people manager.
• Technical Expertise: You have technical depth in integrations, REST APIs, SFTP, data structures, and SaaS configuration, enough to troubleshoot alongside your team.
• Company Stage Appropriateness: You like to build, not just maintain, and you bring a metrics orientation (capacity planning, utilization, KPIs) to processes that scale.
• Behavioral Traits: You use pattern recognition to spot ways to support clients better.
• Communication: You communicate clearly with technical and non-technical audiences.
• Bonus: Startup experience; HRIS or compensation planning platforms; HubSpot, Planhat, Zendesk, Postman, or SQL; PSA or project management tools; AI tools used to improve services workflows.

Requirements

• Lead the team: recruit, coach, and retain Implementation Specialists and Senior Professional Services Consultants; set goals, manage performance, and build a bench of future leaders.
• Own escalations: resolve technical blockers such as integration failures and data sync errors, coach the team to troubleshoot independently, and drive root-cause fixes with Support, Product, and R&D.
• Run delivery: own technical onboarding, integrations, data cleanup, and project management; forecast capacity against the sales pipeline and existing customer demand; build the playbooks, processes, and AI-enabled automation that make delivery fast and accurate; own and report on operational metrics.
• Partner across the business: work with Sales on scoping, Customer Success on expansion, and executive stakeholders at key customers; be the voice of the customer to Product and R&D.

How you'll be measured

• Time to value: implementation duration, time to launch, and on-time completion.
• Project CSAT survey scores.
• Data accuracy at project completion and stability of integrations after delivery.
• Escalation resolution speed, team utilization, engagement, and retention.

The details

• Tools: HubSpot, Planhat, and Zendesk, plus the ChartHop platform.
• Interviews: Talent Partner Screen, Hiring Manager, Team Interviews (Culture, Technical, Collaboration) and Leadership.
• Compensation: L5, Senior Manager. $150k-$170k base salary + $20k bonus based on seniority within the L5 level.
• Application deadline: Friday October 23rd.