[Hiring] Senior Manager, Implementation @Medallion

Role Description

We're looking for a Senior Manager, Implementation to lead a function at the forefront of the Medallion Customer Experience. Implementation is the foundation of every customer partnership: your team works with new clients to implement, train, and drive adoption of Medallion's product suite, setting the tone for the entire relationship.

• Manage and develop a team of Implementation Project Managers who deliver both repeatable mid-market projects as well as customer enterprise engagements.
• Evolve how we run implementation by building a rigorous, data-driven motion rooted in best practices.
• Partner closely with Sales, Solutions Consulting, Operations, and EPD.
• Establish a new SOW process to standardize pricing and project scoping across our client base.
• Own components of the services P&L trajectory, driving implementation and TSM to margin neutral or better.

Qualifications

• 7+ years of experience in SaaS implementation, technical project management, or professional services.
• 3+ years of people management experience directly leading and developing an Implementation team.
• A track record of owning complex, enterprise B2B SaaS implementations end-to-end.
• Strong technical fluency across data integrations, API-based setups, and workflow configuration.
• Experience building implementation processes and operating models from the ground up in a scaling environment.
• A demonstrated ability to shorten implementation timelines while maintaining quality.
• Experience independently managing complex customer escalations with composure.
• Prior experience in a scaling B2B SaaS startup environment.
• Experience in a configuration-heavy, complex vertical; experience in regulated, compliance-driven, or healthcare environments is a plus.
• Strong proficiency with AI and project management tools, with a data-driven approach to managing delivery and performance.

Requirements

• Lead, coach, and develop a team of Implementation Project Managers.
• Serve as the escalation point for complex, high-impact projects.
• Build a culture of accountability and continuous improvement.
• Define the staffing model and build the onboarding and training program for new implementers.
• Build detailed project plans with clear milestones, owners, and timelines.
• Act as the bridge between customers, Product, and Engineering.
• Spot risks early, clear blockers, and ensure clean handoffs.
• Define the team's objectives, KPIs, and scalable processes.
• Develop a scoping and SOW pricing structure based on standardized project plans.
• Own time-to-live, hours per implementation, and utilization by tier.
• Gather, synthesize, and socialize customer insight to drive improvements.
• Get paid services to margin neutral or positive, with cost floors by tier.

Benefits

• Base compensation between $165,000 - $210,000.
• Equity as part of the total compensation package.
• Comprehensive benefits package.