Senior Manager of Implementation

AssetWatch serves global manufacturers by powering manufacturing uptime through the delivery of an unparalleled condition monitoring experience, with a passion to care about the assets our customers care for every day. We are a devoted and capable team that includes world-renowned engineers and distinguished business leaders united by a common goal – To build the future of predictive maintenance. As we enter the next phase of rapid growth, we are seeking people to help lead the journey. 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 commercia