Implementation Manager

Job Description

Job Description

Success Matcher Recruitment is in partnership with a high-growth vertical SaaS startup transforming the independent retail and food-tech space. Our client builds the modern digital infrastructure that allows SMBs to compete against industry giants, replacing legacy manual processes with cloud-based efficiency.

Led by alumni from SpaceX, Google, and Facebook, this team has significant runway and massive growth potential. This is your chance to join a mission-driven company serving an essential, underserved market.

We are seeking a high-energy Implementation Manager with a builder's mindset to revolutionize the independent grocer space.

In this role, you will own the post-sale customer journey. You will be the primary point of contact for new partners, guiding them from contract signature to "Go-Live" and beyond. You won't just be following a script; you will be collaborating cross-functionally to refine workflows, drive product adoption, and help build the foundation of the Customer Success department.

What You Will Do :

Own the Onboarding Journey : Manage the entire implementation lifecycle, ensuring smooth transitions, removing blockers, and setting up stores for immediate operational success.

Drive Adoption & Growth : Actively monitor product usage to increase engagement. Identify opportunities to introduce new features that add value to the client's business.

Elevate Internal Operations : You aren't just running the playbook; you are writing it. Improve onboarding workflows, contribute to SOPs, and collaborate with Product, Engineering, and Sales to streamline processes.

Be the Customer Voice : Translate customer feedback and pain points into actionable insights to enhance both the product roadmap and support experiences.

Travel & engage : Be willing to travel 15-20% of the time to customer sites to ensure hands-on success.

Who You Are :

Experience : You have 3+ years of experience in Customer Success, Implementation, or Onboarding within the Tech / SaaS space.

SMB Specialist : You have a proven track record of working with Small to Medium Businesses (SMBs). You understand the chaotic, non-corporate nature of independent business owners.

Industry Relevance : Experience in Grocery, Point of Sale (POS), or Food-Tech is highly preferred.

Startup DNA : You have worked in a fast-paced environment (early-stage startup preferred) and possess an "Owner Mindset"—you don't wait for permission to solve a problem.

Technical Savvy : You are comfortable with HubSpot and learning complex software quickly.

Why Join?

Impact : Help keep local businesses alive and thriving against corporate monopolies.

Growth : Join a rapidly scaling team with plans to hire 5-6 more people in this vertical next year—leadership potential is high.

Pedigree : Work alongside a world-class team of engineers and operators from top-tier tech companies.