Implementation Manager

Implementation Manager Department: Customer Success Employment Type: Full Time Location: United States Reporting To: Head of US Customer Success Description Hi 👋 I'm Paul, Head of US CS at Pinpoint. We’re a high-growth, bootstrapped HR tech start-up building and selling software that helps in-house recruitment teams attract, hire, and onboard the right talent. Today, we have a strong foundation in place, with a mature product, rapid growth, strong product-market fit, and happy customers. You only need to look at our reviews on G2 and Capterra to see how often customers mention the quality of our support and onboarding. That experience starts with implementation. As we continue to bring on more large, complex customers, we’re looking for an Implementation Manager to fully own a high volume of mid-market and enterprise implementations from end to end. You’ll steer timelines, manage technical complexity, and lead customers confidently through a high-stakes rollout. The fine print (but way more exciting): This is a remote role based in the U.S. (EST or CST). Our HQ is in Jersey, UK, and our 100-person team is spread across the U.K. and U.S. At full ramp, you'll manage 15–20 active implementations at once—a mix of around 10 lighter SMB rollouts (4–8 weeks), 6–7 mid-market projects, and 2–3 chunkier enterprise programs that run closer to 6 months. The average implementation runs about 50 days. Our product is deep, flexible, and genuinely complex. You’ll need to understand a wide range of customer types, workflows, and implementation paths. Pinpoint isn't for everyone. We're still in startup mode: fast-moving, lean, and sometimes ambiguous. You'll thrive here if you're proactive, adaptable, and comfortable building structure where none exists. Our values actually matter here. We hire people who reflect them in how they work, collaborate, and make decisions. About the Role: Maintain strong accountability across 15–20 concurrent implementations, ensuring deadlines are met and blockers are addressed with urgency Own the project management of implementation from kickoff through go-live, tracking milestones, managing risks, and keeping everyone aligned Lead internal and external discovery to understand customer needs and design tailored implementation plans Scope and shepherd HRIS integrations, including reading API docs, mapping data, and reducing engineering dependency where you can Coordinate internal teams across integrations, product, and support to ensure timely delivery and clear communication Act as a trusted advisor to enterprise customers, offering strategic workflow guidance and product best practices Ensure a smooth handover to our Customer Success team post-implementation, while staying involved through early adoption to support long-term success Develop and deliver scalable customer training: live sessions, train-the-trainer programs, and asynchronous enablement materials Tech stack: Arrows, HubSpot, ClickUp, Slack, Intercom, Linear, Guru About You: 3+ years leading large-scale B2B SaaS implementations (ideally across both enterprise and mid-market; HR/recruiting tech a huge plus) Proven experience managing 10+ concurrent implementations—balancing complexity, customer pressure, and internal coordination Technically self-sufficient—can read API docs, troubleshoot basic integration issues, and reduce engineering dependency Structured project owner—builds milestone-driven plans, defines customer responsibilities, and thinks 2–3 steps ahead to manage risk Experienced working with global customers and cross-functional teams (product, engineering, CS) Past examples of managing implementation risk—e.g., adjusting plans, unblocking tech issues, or driving change Brings operational rigor and accountability to each project—others trust you to own outcomes, not just tasks Comfortable working in ambiguous, startup-style environments with evolving processes Professional polish and presence—clear communicator who can command a (virtual) room AI-forward in how you actually work Comfortable working in ambiguous, startup-style environments with evolving processes. Based in the U.S. (EST or CST) What We Offer: We want Pinpoint to be the best place you’ve ever worked—somewhere you feel valued, supported, and excited to grow. Here’s what you’ll get: 🩺 Gold-plated healthcare – The best medical, dental, and optical coverage money can buy. We’ve got you (and your family) covered 🏝️ Unlimited holidays – Work-life balance matters. Take the time you need to rest, recharge, and enjoy life 🧠 Mental health support – Unlimited, immediate access to professional counseling through Spill—because your well-being comes first 💰 Retirement matching – A competitive plan to help you hit your long-term financial goals 🌍 Remote-first culture – Work where you're most productive. As a remote-first team, we prioritize flexibility and trust 📈 Meaningful equity – You’re helping build something special, and you should share in its success 👶 Generous parental leave – Up to 16 weeks of fully paid leave to support new parents 📚 Learning budget – Annual funds for courses, books, or anything else that fuels your personal and professional growth 💻 Top-of-the-line equipment – MacBook Pro, 4K monitors, and all the right tools to do your best work 🤝 A team that’s got your back – Smart, driven, kind people who want you to succeed, our clients to be wowed, and our business to grow A detailed overview of our benefits can be found here. Apply To This Job