What’s the Opportunity

AssetWatch is seeking a Senior Manager of Implementation to lead and scale our growing team of Implementation Managers. As a hands-on leader and builder, you will own the performance and development of your team while shaping the strategy, processes, and culture that define our implementation practice.

This is a role for someone who is energized by building – building teams, building playbooks, and building a world-class experience for our customers. You will report to senior leadership and serve as a key connector across Sales, Product, and Customer Success.

How You Will Contribute

Team Leadership & Development

• Lead, coach, and develop a team of Implementation Managers, fostering a high-performance culture grounded in accountability and growth.

• Set clear performance expectations and KPIs; conduct regular 1:1s, performance reviews, and career development conversations.

• Identify skill gaps and create individual development plans that help each team member grow and advance.

• Recruit and onboard new Implementation Managers as the team scales.

Process & Strategy

• Own and continuously improve the end-to-end implementation playbook: from statement of work through successful subscription conversion.

• Build and iterate on scalable processes, templates, and tooling to drive consistency and efficiency across the team.

• Define and track team-level KPIs including trial conversion rates, time-to-subscription, and customer satisfaction scores.

• Identify systemic blockers to subscription conversion and lead cross-functional initiatives to resolve them.

Customer & Stakeholder Engagement

• Serve as an escalation point for complex customer situations, ensuring resolution and a best-in-class experience.

• Partner with Sales, Technical Support, and Product teams to deliver a unified customer journey from trial to subscription.

• Represent the Implementation function in cross-functional planning sessions, contributing insights on customer needs and operational realities.

• Maintain visibility into active customer trials and installations, intervening proactively where needed to protect outcomes.

Reporting & Insights

• Deliver regular reporting on team performance, trial progress, and conversion metrics to senior leadership.

• Analyze trends in customer feedback and implementation data to drive continuous improvement.

• Ensure accurate and timely documentation across CRM and project management platforms.

Qualifications

• 5+ years of experience in Implementation and Onboarding with at least 2 years in a people management role.

• Proven experience in a SaaS environment, with a strong understanding of the SaaS customer lifecycle and subscription economics.

• Demonstrated success building or scaling implementation or customer success teams.

• Strong project management skills with the ability to manage multiple priorities across a distributed team.

• Exceptional communication and interpersonal skills; you can motivate a team, manage up, and build trust with customers.

• Data-driven mindset with the ability to translate metrics into actionable strategy.

• Familiarity with CRM systems and project management tooling (e.g., Salesforce, HubSpot, Jira, Asana).

Preferred Qualifications

• Experience in industrial tech, IoT, or condition monitoring industries.

• Track record of improving trial-to-subscription conversion rates through process and team improvements.

• Experience managing remote or distributed teams across multiple time zones.

• Background in managing both the technical and commercial aspects of product implementations.