Senior Program Manager, venn

• 5+ years of experience in program management, technical delivery, implementation or customer onboarding in a B2B SaaS environment
• Experience building or rebuilding an implementation, program management, or delivery function
• Demonstrated experience managing complex, multi-stakeholder implementations with multiple concurrent workstreams
• Strong systems thinker — you don’t just run the process, you improve it. You can identify where things break and design something better
• Highly organized with excellent project management instincts — you maintain clarity even when clients, timelines, and requirements are shifting
• Comfortable working with technical integrations and non-technical stakeholders simultaneously — you can translate between them
• Clear, confident communicator who can hold relationships with senior client stakeholders while also running a tight internal process
• Track record of building documentation, playbooks, and scalable processes from scratch
• Proficiency with project management and CRM tools (Monday.com, HubSpot, Asana)

Desirable

• Venn’s Sr Program Manager, Implementation owns the end-to-end process of getting clients live — and getting them live well
• This is not a project coordination role
• You will be responsible for designing the systems that make implementation scalable, organizing pre-launch delivery commitments made during the sales cycle, and managing the installation and rollout of new solutions and new units across a growing enterprise portfolio
• You’ll work at the intersection of Customer Success, Product, and Sales — translating client commitments into structured delivery plans, identifying where the current process breaks down, and building the infrastructure to fix it
• As Venn scales, this role scales with it
• Build the implementation org of the next 18–24 months — designing the roles, the leveling, and the hiring plan that match Venn’s growth trajectory
• Lead and develop the current team and grow it into a function that can absorb significantly more volume
• Capture and organize feature requests, configurations, and commitments made during the sales cycle — turning pre-sales promises into structured, sequenced delivery plans
• Partner with Sales and CS to conduct pre-launch scoping, identifying dependencies, integration requirements, and risks before kickoff
• Build and maintain implementation project plans that give clients and internal teams clear visibility into what’s done, what’s pending, and who owns what
• Serve as the connective tissue between what was sold and what gets built
• Manage the delivery and configuration of new Venn solutions for existing clients — including new modules, integrations, and access control systems
• Own new unit onboarding end-to-end: coordinating data collection, system configuration, resident-facing setup, and go-live across individual properties and large portfolio launches
• Work directly with property management teams, on-site staff, and third-party vendors (access control, PMS, leasing systems) to execute installations on time
• Design and document implementation processes that scale — reducing reliance on tribal knowledge and enabling the team to onboard more properties without proportional headcount growth
• Build intake systems and tooling that allow property-level configuration data to be collected once and reused across launches
• Identify where implementation slows down — whether that’s information gathering, configuration complexity, or cross-functional handoffs — and propose and execute solutions
• Create playbooks, templates, and operational guides that enable BPO and junior team members to handle increasing shares of implementation work
• Act as the voice of implementation in product conversations — surfacing patterns from onboarding that should inform how Venn is built and configured
• Partner with Account Managers and CSMs to ensure smooth handoffs post-launch and flag risks before they become client escalations
• Collaborate with the BPO team to continuously improve how support and implementation work together operationally