Implementation Manager

The mission of the Implementation Manager is to lead clients through successful CRM implementations by owning outcomes, guiding decisions, and ensuring delivery meets both client goals and business expectations. This role serves as the primary client leader throughout the engagement, translating strategy into execution while maintaining accountability for scope, profitability, and results.

The Implementation Manager does not simply oversee projects. You lead them. Clients look to you for clarity, direction, and confidence from kickoff through launch and beyond.

How This Role Creates Impact

The Implementation Manager leads a dedicated delivery pod made up of a Project Manager, Hub Spot Consultant, and Technical Consultant. While the Project Manager supports timelines, budgets, and delivery mechanics, you own the client relationship and the overall success of the engagement.

You set direction, align stakeholders, and make the decisions that keep projects moving forward. You balance client needs with delivery realities, delegate work to the right experts, and step in when tradeoffs or course corrections are required. Your leadership creates stability for clients and focus for internal teams.

This role exists to ensure implementations are not only completed, but successful, profitable, and trusted.

Key Outcomes and Responsibilities

• Lead CRM implementation engagements from discovery through launch, owning client outcomes, delivery quality, and profitability.
• Serve as the primary client-facing leader, guiding stakeholders through decisions, priorities, and tradeoffs with clarity and confidence.
• Lead discovery to uncover business goals, constraints, and success criteria, then translate those insights into clear direction for the delivery pod.
• Direct and coordinate a cross-functional pod, delegating work to the Project Manager, Hub Spot Consultant, and Technical Consultant while maintaining accountability for results.
• Maintain ultimate responsibility for project profitability by actively managing scope, resourcing, and effort in partnership with the Project Manager.
• Ensure at least 90 percent on-time project delivery through proactive planning, risk identification, and timely decision-making.
• Anticipate and address risks, scope changes, and misalignment early, protecting both the client experience and internal teams.
• Own client communication and expectation-setting throughout the engagement, including difficult or high-stakes conversations when needed.
• Ensure launch readiness by confirming training, documentation, and handoffs are complete and aligned to client goals.
• Achieve customer satisfaction scores of 85 percent or higher by delivering a calm, organized, and outcome-focused experience.
• Identify opportunities for additional value or follow-on work and collaborate with internal teams to support client growth.

What Success Looks Like

• Clients feel led, not managed, and trust your guidance throughout the implementation.
• Projects stay on track because decisions are made clearly and early.
• The delivery pod operates with focus and confidence because priorities and expectations are well-defined, and processes follow ‘The Denamico Way’.
• Implementations meet client goals while protecting profitability and internal capacity.
• Clients view you as a long-term partner and advisor, not just an implementation lead.
• Launches feel intentional and prepared, setting clients up for adoption and scale.

Skills and Experience

• Proven experience leading complex CRM implementations with multiple stakeholders.
• Strong understanding of Rev Ops principles and how sales, marketing, and service teams operate in practice.
• Demonstrated ability to lead without doing all the execution, delegating effectively while maintaining accountability.
• Solid project and delivery management skills, including scope management, prioritization, and risk mitigation.
• Comfort owning profitability and making tradeoffs to balance client value with delivery realities.
• Confident communicator who can guide executive-level conversations and navigate moments of tension.
• Highly organized with strong written and verbal communication skills.
• Comfortable managing multiple clients at a…