Implementation Manager

Job description

WHY UNITI Real estate is the world's largest asset class — $393 trillion globally, bigger than all stocks, bonds, and gold combined. Over $1 trillion a year, globally, goes to the teams running properties — leasing, maintenance, collections, accounting, marketing, HR, asset management. Same bundle of tasks at every property, every day, across every vertical. The surface looks different across office, multifamily, senior living, self-storage, affordable housing, student housing, coworking, hospitality. The work underneath is the same. Today that work is stuck in tickets, phone queues, and a dozen disconnected tools. Real estate has been waiting for an execution layer. Uniti is building it — the system of action for real estate. AI agents for every front- and back-office workflow, operating across voice, email, SMS, WhatsApp, and chat. One horizontal layer, every vertical. Work gets done faster, around the clock. The humans on our customers' teams get to focus on the parts of the job that actually need them. On the back of 6x YoY growth, we raised our Series A and are tripling headcount this year. As an Implementation Manager, you turn signed contracts into live, working agents — owning every new customer's onboarding from kickoff through go-live, configuring their agent against their actual data and workflows, and handing them off to Customer Success ready to thrive. ABOUT THE ROLE As an Implementation Manager at Uniti, you'll sit on the Client Operations team and run every new customer from signed contract to live agent. You'll manage the implementation project end-to-end — collecting client data, building the knowledge base, writing the prompts, wiring the integrations, configuring the channels — and partner with Sales, Customer Success, and Engineering to turn the agent we promised into the agent that's running. This role exists because every customer we sign deserves the same fast, careful go-live, and because every implementation we run is a chance to make the next one better. WHAT YOU'LL OWN - Run new customer implementations end-to-end — from contract signed to live agent — using the implementation tracker and an honest weekly status to commercial leadership. - Own agent creation and optimization for every new customer: prompts, sections, instructions, and the initial knowledge base built from the customer's actual data. - Manage integration and channel setup — PMS connections, voice/email/SMS/WhatsApp/chat configuration, and any custom channel work the customer needs. - Lead regular check-in calls during implementation and the first weeks live. Catch issues before they become escalations and surface KPIs the customer actually cares about. - Triage and respond to support tickets across your book of in-flight and recently-launched customers. Coordinate bug, feature, and API requests with Engineering and keep the customer in the loop. - Continuously improve implementation operations. Every onboarding is a data point — surface what's slowing us down and propose the fix. - Develop real affinity for what our customers actually deal with day-to-day. Sit in on tours, walk facilities, listen to live agent calls. Share what you learn with Product and Engineering. WHAT YOU HAVE - 2–6 years in Customer Success, Client Onboarding, Solutions Engineering, or Technical Project Management — ideally at a B2B SaaS or AI company. - Strong project management instincts. You can hold a 12-step implementation in your head, see where it's about to slip, and pull the right lever before it does. - Comfort writing AI prompts and configuring agent behavior — or the kind of curiosity and craft that gets you there fast. We'll teach you the platform; we can't teach you patience for the small details that make a prompt work. - Comfort with integrations and APIs — webhooks, basic SQL, JSON, the kind of technical fluency that lets you debug a misbehaving integration without waiting for an engineer. - Strong written and verbal communication. You can explain a technical tradeoff to a non-technical operator and a business priority to a senior engineer in the same hour. - A track record of running ambiguous customer situations end-to-end — figuring out what's broken, scoping the fix, and bringing the right internal partners in at the right moment. BONUS - Real estate, property management, storage, senior living, or coworking industry experience. - Prior work at an AI-native company, especially one where you owned customer-facing implementation or solutions delivery. - Familiarity with PMS systems Uniti integrates with (storEDGE, SiteLink, SSM, Storeganise; Yardi, Entrata, MRI; Nexudus, OfficeRnD). - Startup experience a big plus. WHO YOU ARE - You want to be at an early-stage startup. You've been in a high-growth environment before and you know what tripling headcount in a year actually feels like. - You take ownership of large, undefined problems. A new customer hits an integration they didn't flag at sale. You don't wait for a process — you scope the fix, line up Engineering, and own the customer conversation through to resolution. - You're collaborative and independent. You run your implementations end-to-end, and you pull in Sales, CS, Product, and Engineering at the right moments without needing to be managed. - You're close to the customer. You'd rather sit on a kickoff call or walk a facility than read a project status report. The best ideas about how to onboard the next customer come from what this customer actually said. - You ship fast and iterate. You'd rather launch the 80% version of the implementation playbook this month and tighten it next month than spend a quarter writing the perfect one. BENEFITS - Full medical, dental, and vision coverage - Flexible PTO - Meaningful equity and responsibility