Implementation Manager

About Totango

At Totango, we’re on a mission to help businesses grow by investing in their customers. Totango’s Customer Growth Platform is centered around the entire customer journey by providing a single source of truth for insights, health monitoring, cross-functional collaboration, and workflow automations. Join us on our mission to help businesses thrive!

Who we are:

• Bias for action.
  We don’t wait. We use good judgment, make decisions quickly, and keep things moving — even if that means learning by doing
• Constructive dissent.
  We speak up and debate ideas with respect. Once a decision is made, we align and move forward as a team.
• Assume Positive intent.
  We assume the best in each other. No politics, no blame — we are one team working toward a shared goal.
• Clear communication.
  We don’t rely on guesswork. We’re specific with our words and always make sure decisions are clearly understood.
• Work > meetings.
  Meetings help us get aligned, but the real work happens during focused time and with customers. We protect that time fiercely.
• Nothing is sacred.
  We’re not tied to how things were done before. We adapt fast, iterate often, and build what’s right for what’s next.

About the role

We require a strategic-thinking, solution-forward hands-on Implementation Manager (Activation Manager as we call them here).

To start, you will lead customer activations and re-activations directly while building the foundation for a scalable activation function. You will partner closely with Success Engineers and cross-functional teams to deliver world class activation experiences with a focus on initial time-to-value within 45 days.

At Totango, Activation comes after Alignment. Alignment is where Growth and Value Partners (think sales and customer success) align with the customer on the value they are looking to achieve. In activation, we translate the value alignment into an activation process that gets the customer to ‘first value’. As this function grows, you will take on hiring, mentoring, and developing a high-performing team.

What you'll do

Player Responsibilities (Direct Activation Ownership)

• Lead and manage multiple customer activations simultaneously, ensuring exceptional customer experience, and first value achieved.
• Take a value agreement and translate it into an activation plan that will require data integrations (supported by Data Partners), configuration, and training of the customer.
• • These activation plans will clearly outline scope, phasing, milestones, and task ownership.
• Align with Value Partners (post-activation teams) on what has been configured towards the goals in the value agreement and what the customer will still need to work on to achieve their values.
• Deliver product training, guide customers through best practices, and ensure they can confidently use Totango to achieve their strategic goals.
• Partner with Success Engineers to troubleshoot data flows, integrations, and technical challenges.
• Act as the primary customer-facing expert during activation, building trust and driving momentum toward go-live.

Coach Responsibilities (Leadership & Function Building)

• Build and scale the Activation team. Hiring Activation Partners (think Implementation Specialists)
• Develop activation frameworks, methodologies, process documentation, and internal enablement materials.
• Establish KPIs and reporting to measure activation efficiency, quality, and customer outcomes.
• Serve as an escalation point for complex or high-impact activation issues.
• Collaborate cross-functionally with Product, Engineering, Growth (sales), and Value (customer success) to ensure alignment, surface customer feedback, and influence roadmap decisions.

Success in This Role Looks Like

• Customers experience a consistent, structured, and high-value activation process.
• Time-to-value is consistent within 45 days.
• Robust activation frameworks and documentation are in place.
• A strong activation team is hired, trained, and operating effectively.
• You are seen as both a trusted advisor to customers and a strategic leader internally.

What You’ll Bring

Experience

• 5–8+ years in Implementation, Customer Onboarding, Professional Services, or Project Management within a B2B SaaS environment.
• 1–3+ years of people leadership experience OR clearly demonstrated capability to lead as a player-coach (mentoring peers, driving process creation, leading initiatives).
• Proven success managing technical implementations involving data integrations, configuration, and workflow design.
• Prior experience working with CRMs, CSPs, analytics tools, cloud data warehouses, or ticketing systems is highly valuable.
• Experience delivering multiple concurrent projects and working directly with mid-market or enterprise customers.

Skills & Attributes

• Logic based thinking—able to connect the dots between complex ideas and processes
• Exceptional communication skills—able to articulate with confidence and translate technical concepts into accessible guidance of those complex ideas and processes
• Focused on continuously improving operational efficiencies and documenting process
• Highly organized with strong project management instincts and the ability to juggle multiple customer timelines.
• Comfortable working independently and building structure where none exists.
• Customer-obsessed with a strong sense of ownership and commitment to delivering value quickly as well as collaboration obsessed in working cross-functionally
• Fluent in English.

Your base pay is one part of your total compensation package and is determined within a range. We take into account numerous factors in deciding on compensation, such as experience, job-related skills, relevant education or training, and other business and organizational requirements. The salary range provided corresponds to the level at which this position has been defined.

Totango is an equal opportunity employer, meaning that we do not discriminate based on race, religion, national origin, gender identity, age, sexual orientation, or any other protected class. Diversity is more than just good intentions; we are committed to creating an inclusive environment for all employees