Customer Success Implementation Manager Jobs in Massachusetts

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The Implementation Manager is a customer-facing role responsible for leading post-sales implementation and onboarding of enterprise software solutions. This position owns the successful transition from sales handoff through go-live, ensuring customers are configured, trained, and fully prepared to operationalize the platform.

The Implementation Manager operates at the intersection of project management, solutions delivery, and customer onboarding, coordinating cross-functional internal teams and customer stakeholders to deliver implementations on time, within scope, and aligned to defined success criteria. This position is focused on initial deployment, activation, and early adoption, setting the foundation for long-term customer value.

What you will be doing in this role:

Implementation & Onboarding Delivery

• Own end-to-end implementation execution for assigned customers, from post-sales handoff through go-live and transition to Customer Success
• Develop and manage structured implementation plans covering discovery, configuration, integration, testing, training, and launch
• Lead customer onboarding activities to ensure users are enabled, workflows are validated, and success criteria are met
• Ensure solutions are implemented according to product standards, best practices, and customer-specific business requirements

Project & Stakeholder Management

• Serve as the primary point of contact during implementation, coordinating between customer stakeholders (operations, IT, engineering) and internal teams (Product, Engineering, Support, Sales, Customer Success)
• Manage implementation scope, timelines, dependencies, risks, and mitigations
• Facilitate recurring status meetings, track action items, and provide clear progress reporting to internal and external stakeholders
• Proactively identify and resolve implementation risks, escalating issues when needed to maintain timelines and customer confidence

Customer Enablement & Go-Live Readiness

• Deliver or coordinate customer training and enablement, ensuring users are prepared to adopt the solution at launch
• Validate go-live readiness through system testing, workflow validation, and acceptance criteria
• Support customers during go-live and early stabilization to ensure a smooth transition into steady-state usage
• Complete structured handoff to Customer Success with full documentation of configuration, risks, goals, and next steps

Process, Tools & Continuous Improvement

• Execute implementations aligned to defined implementation playbooks, processes, and standards
• Utilize internal tools (e.g., Smartsheet, Jira, Salesforce, Confluence) to manage plans, tasks, documentation, and reporting
• Partner with Product, Engineering, and Customer Success to provide implementation feedback and contribute to process improvements
• Help refine onboarding materials, templates, and delivery models based on implementation learnings

What you should bring to this role:

• Bachelor's Degree in Manufacturing Engineering, Mechanical Engineering or other technical/business related field OR equivalent years of experience required
• 3+ years of experience in implementation management, project management, solutions delivery, or enterprise software deployment
• Proven ability to manage customer-facing implementations with multiple stakeholders and workstreams
• Experience supporting enterprise SaaS solutions, ideally in operational or technical environments
• Strong organizational, communication, and problem-solving skills
• Comfortable leading structured delivery while adapting to changing customer needs
• Proficiency with project management and CRM tools (e.g., Smartsheet, Jira, Salesforce, Confluence)

Physical Demands:

• Normal amount of sitting or standing, average mobility to move around an office environment, able to conduct normal amount of work at a computer.
• Ability to travel to principal place of business on a hybrid schedule
• Ability to travel up to 25%

Hiring Base Salary Range: $105,780 - $196,440 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data). In addition to base salary, some positions are eligible for an annual performance based bonus.

At Magna, we believe that a diverse workforce is critical to our success. That's why we are proud to be an equal opportunity employer. We hire on the basis of experience and qualifications, and in consideration of job requirements, regardless of, in particular, color, ancestry, religion, gender, origin, sexual orientation, age, citizenship, marital status, disability or gender identity. Magna takes the privacy of your personal information seriously. We discourage you from sending applications via email or traditional mail to comply with GDPR requirements and your local Data Privacy Law.

As part of our commitment to a fair, consistent, and efficient recruitment process, we may use artificial intelligence (AI) tools to assist in the initial screening of applications submitted through our Workday system. These tools help identify qualifications and experience that align with the role requirements. Please note that AI is used solely to support our recruiters. Final decisions are always made by the hiring manager and the hiring team. Importantly, no applicant data is shared externally through these AI tools. All information remains securely within our systems and is handled in accordance with our privacy and data protection policies.

If you have any questions or concerns about this process, feel free to contact our Talent Attraction team.