Manager, Implementation Services

Department: Customer SuccessLocation: Remote Compensation: $110,000 - $150,000 / yearDescriptionWe are looking for a strong leader to co-manage our project management team, responsible for product implementations. You will directly manage 8-10 project managers and report to the Senior Director, Implementation Services. You will be responsible for solving complex customer needs, handling customer escalations, and growing and developing your team. This role requires deep understanding of our product suite and integration and involves both detailed support of our projects and customers, as well as higher level strategy. You will partner with the broader Customer Success team, Product, Engineering, Operations, and User Education to continuously improve efficiency and deliver incredible customer experiences.Key ResponsibilitiesTeam Development: Conduct 1x1s, performance evaluations, facilitate career growth and professional development of the project management team.Process Improvements: Collaborate internally with cross functional teams to improve processes, standardization, time to value, and the overall customer experience.Automation: Consistently focused on finding new ways to drive efficiency with AI and tooling to create a better customer experience, faster deployment, and improve time to value.Collaboration: Work closely with Product, Engineering, Customer Success and User Education to resolve complex technical issues, provide recommendations on product feature development, strategize on organizational improvements, achieve organizational and company-wide goals, and drive customer adoption.Customer Focus: Continuously evaluate and proactively propose new ideas to improve the customer journey - resulting in a positive CSAT for implementation, high product adoption, and long term retention.Project Staffing: Utilize PSA tool capacity planning models to appropriately staff projects and forecast team utilization and hiring needs.Deployment Forecasting: Drive adherence to project plan maintenance resulting in strong quarterly and yearly forecasting of project launches to support company goal tracking and resourcing.Skills Knowledge and ExpertiseRequired3-5+ years customer facing project management experience in a SaaS organization1-2 years managing an implementation services teamFamiliarity with PSA tools for managing projects, time tracking, capacity planning, and forecastingDriven self-starter with ownership mentality and a proven record of multi-taskingAbility to communicate user experience, UI, technical issues, and business and product requirements clearly and succinctly verbally and in writingExcellent analytical, problem-solving, and communication skills, with a bias for action and a growth mindsetThrives in a fast-paced environment with the flexibility to adapt to changing priorities and requirementsPreferredExperience with Higher Education Technology is a plusProven track record of growing and scaling implementation teams is preferredWorking at CoursedogHealthcare, Dental & VisionWe follow a fixed contribution model to ensure equity and transparency. Each employee receives the same annual dollar amount to allocate toward their medical, dental, and vision coverage. This empowers you to select the plan that best meets your needs — whether it’s a base-level plan or a more comprehensive option.Depending on the selected coverage level, the company covers:Employee-only coverage: 99% to 55% of monthly premiumsEmployee + dependents: 77% to 43% of monthly premiumsWe proudly partner with Aetna and Guardian, and offer access to best-in-class wellness perks including:Spring Health (mental health support)XP Health (vision benefits)Carrot Fertility (family planning)One Medical (primary care)We also support pre-tax savings through Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).Retirement PlanningTo support long-term financial health, we offer a 401(k) plan from day one of employment.Beginning January 1, 2026, we’ll provide a 4% employer match on your annual salary (subject to federal limits) for employees contributing to a tax-advantaged retirement account.Paid Time OffWe trust our employees to manage their time responsibly. That’s why we offer an unlimited Paid Time Off policy — because flexibility and balance are critical for sustained excellence and personal well-being.Remote-First Since InceptionWe were built for distributed work. Our culture emphasizes flexibility over rigidity, outcomes over hours, and transparency over gatekeeping. We are committed to being a remote-first organization indefinitely, empowering you to work where and how you thrive best.EquityAs a valued contributor to our collective success, you’ll participate in the upside. All employees are granted equity in the company, with vesting aligned to your role and tenure. Equity grants are reviewed and adjusted with promotions to reflect your evolving impact.Paid Parental LeaveWe proudly support working parents with industry-leading benefits.Primary caregivers are eligible for 12 weeks of paid leaveSecondary caregivers receive 6 weeks of paid leaveThis time is fully paid and available to all eligible employees regardless of gender or family structure.