Implementation Manager, CurbWaste

• 3-5 years of experience in SaaS implementation, onboarding, or customer-facing project management
• Proven ability to manage multiple onboarding projects simultaneously while keeping quality high
• Strong project management skills with experience owning timelines, milestones, and customer deliverables
• Experience with data migrations, including working with messy datasets from legacy systems or manual processes
• Excellent communication skills. You can manage difficult conversations about delays, scope changes, and expectations
• Ability to think on your feet and adapt when customer requirements shift or implementations hit roadblocks
• Comfort working cross-functionally with Sales, Customer Experience, Product, and Engineering
• Track record of driving customer outcomes, not just completing tasks
• Ability to travel up to 50% of the time

Desirable

• We're looking for an Implementation Manager to own the full onboarding lifecycle for small to medium-sized waste haulers migrating to CurbWaste and CurbPOS
• You'll run SMB projects from kick-off through go-live, managing timelines, customer relationships, data migrations, training, and cross-functional coordination
• This isn't a hand-holding role
• You'll manage SMB onboarding projects independently, work through configuration challenges on your own, and make sure customers aren't just set up on the software but actually confident using it
• You'll work directly with business owners and operations managers at SMB haulers, often as their primary point of contact throughout the entire onboarding process
• When things go sideways, you'll reset expectations, escalate with clear context, and drive resolution
• You'll also support teammates, contribute to process improvements, and help build the playbooks that make our implementation team better
• If you're someone who owns outcomes not just tasks, communicates proactively, and wants to deeply understand how waste haulers operate, this is the role
• Own the full onboarding lifecycle from discovery through go-live for SMB customers across CurbWaste and CurbPOS
• Lead discovery calls to understand customer workflows, pain points, and configuration requirements before onboarding begins
• Drive on-time go-lives within target cycle times and ensure onboarding milestones are completed before customers go live
• Manage customer expectations proactively across multiple concurrent SMB projects, including timeline resets and scope changes
• Lead data migrations including cleanup, transformation, import validation, and accuracy checks
• Configure multi-service-line accounts and resolve complex setup challenges for SMB customers
• Coordinate third-party integrations, accounting system connections, and scale integration as part of the onboarding process
• Deliver customer training on CurbWaste and CurbPOS workflows, reinforcing best practices and driving adoption
• Maintain strong customer satisfaction through consultative onboarding and proactive communication throughout the project
• Keep project status and milestones up to date in Planhat and communicate status proactively to internal stakeholders and customers
• Coordinate across Sales, Customer Experience, and Product to align on customer requirements and resolve blockers
• Own the handoff from Implementation to Customer Experience, ensuring the customer is fully adopted and the CX team has the context they need
• Identify when a customer is at risk of poor adoption and adjust the implementation approach before it becomes a problem
• Surface product gaps and customer feedback to the Product team based on patterns you see across implementations
• Participate in escalation processes, contribute context during code-red calls, and drive assigned follow-up actions
• Document repeatable solutions and contribute to process improvements that make onboarding more efficient
• Support Implementation Specialists by sharing approaches, modeling good customer interactions, and providing coaching