Sr. Implementation Manager (Remote)

MoEngage

  • San Francisco, CA
  • $97,500-130,000 per year
  • Permanent
  • Full-time
  • 2 months ago
About MoEngageMoEngage is an insights-led customer engagement platform trusted by 1,350+ global consumer brands, including McAfee, Flipkart, Domino's, Nestle, Deutsche Telekom, and OYO. MoEngage combines data from multiple sources to help brands gain a 360-degree view of their customers.arms marketers and product owners with insights into customer behavior. Brands can leverage to orchestrate journeys and build 1:1 conversations across the website, mobile, email, social, and messaging channels. , the transactional messaging infrastructure, helps unify promotional and transactional communication to a single platform for better insights and lower costs. MoEngage's helps marketers develop winning copies and creatives, optimize campaigns and channels that boost engagement, and help with faster execution.For over a decade, consumer brands in 60+ countries have been using MoEngage to power digital experiences for over a billion monthly customers. With offices in 15 countries, MoEngage is backed by Goldman Sachs Asset Management, B Capital, Steadview Capital, Multiples Private Equity, Eight Roads, F-Prime Capital, Matrix Partners, Ventureast, and Helion Ventures.MoEngage was named a Contender in The Forrester Wave™: Real-Time Interaction Management, Q1 2024 report, and Strong Performer in The Forrester Wave™ 2023 report. MoEngage was also featured as a Leader in the IDC MarketScape: Worldwide Omni-Channel Marketing Platforms for B2C Enterprises 2023.Location : Anywhere in the United States of America.Role OverviewAs a Senior Implementation Manager, you will be responsible for leading complex customer onboarding projects, including strategic migrations from other platforms, and ensuring timely, high-quality go-lives. You will serve as the primary point of contact for customers during the onboarding phase, working cross-functionally with Sales, Product, Engineering, and Customer Success teams.---
Key Responsibilities
  • Own and drive end-to-end implementation projects for enterprise clients, from kickoff to full go-live
  • Lead migration projects from competitor platforms, ensuring smooth data, audience, and campaign transfers.
  • Serve as a strategic partner to customers, helping them translate their business goals into actionable onboarding plans.
  • Define and track delivery metrics like Time to First Go-Live, Full Go-Live, Customer Happiness Score and others that are required by internal KPIs
  • Conduct periodic meetings, provide regular progress updates, and manage customer expectations throughout the onboarding lifecycle.
  • Collaborate with Product and Engineering teams on feature enablement, integration, and technical problem-solving.
  • Proactively identify risks and issues, manage resolutions to maintain project timelines and customer satisfaction.
  • Mentor and support junior IMs and act as a subject matter expert in key implementation workflows.
  • Contribute to the standardization of implementation processes and creation of documentation/templates.
  • Gather and relay customer feedback to help improve onboarding and product experience.
---
Requirements
  • 7+ years of experience in Implementation Management, Professional Services, or Customer Success, preferably in SaaS or MarTech.
  • Proven success leading complex customer onboarding projects, especially data-driven or API-heavy platforms.
  • Strong stakeholder management and communication skills, with the ability to influence senior customer and internal stakeholders.
  • Experience with project management tools like Rocketlane or Jira.
  • Ability to juggle multiple priorities and deliver in a fast-paced, high-growth environment.
  • Solid understanding of marketing automation, CRM ecosystems, and campaign orchestration.
  • Data-savvy and technically inclined - able to understand API documentation, data mapping, and integration requirements.
  • Familiarity with customer engagement KPIs, marketing lifecycle metrics, and onboarding benchmarks.
  • Individual contribution role, but a team player who thrives on collaboration, accountability, and continuous improvement.
---
Preferred Qualifications
  • Experience with customer journey orchestration tools, push/email/SMS marketing tools, or analytics platforms.
  • Hands-on experience using MoEngage (either in a previous role or as a client) is a major plus.
  • PMP, CSM, or other project management certifications are advantageous.
The annual total salary range for this position is $97,500 - $130,000
Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level.---
What You'll Get
  • A fast-paced, collaborative, and transparent work culture.
  • Opportunity to work with global enterprise clients.
  • Freedom to innovate and lead strategic initiatives.
  • Competitive compensation and benefits package.
  • Work with some of the best minds in the industry.

MoEngage