Manager, Customer Implementation (INTERNAL APPLICANTS ONLY)

Job description

About Minga Minga means community . It’s the belief that we achieve more together than we ever could alone. At Minga, joining our team isn't just about a new role, it's about joining a collective that is deeply invested in your growth, your impact, and your connection to the people around you. We’re building the Student Behavior Platform schools can’t live without, and we’re having fun doing it. We are a tight-knit group of curious, low-ego humans who genuinely enjoy the "we" over the "me." Supportive Growth: You aren’t on an island. You’ll have the autonomy to do your best work and a community that has your back every step of the way. Shared Ownership : Whether at our Kelowna HQ or remote, you’re a vital part of a team that cares as much about the people as the product. Real Impact: Everything we do supports the educators and students we serve, creating a ripple effect of connection in schools everywhere. Ready to be part of the community? Come help us make school life better for everyone. 💙 The Role We’re not just hiring for a position, we’re adding a teammate The Manager, Implementation Management leads and develops Minga's team of Implementation Managers, the people who take a signed school and/or district from contract to a live, trained, working product. Your mandate is to make sure every new customer launches fast, launches well, and hands off to Account Management with everything the AM needs to build a great long-term relationship. This is a player-coach role. You understand the technical and operational details of implementation deeply enough to mentor your team through complex launches, while staying senior enough to set the process, manage capacity, and hold the function accountable to its performance targets. Between launches, your IMs are also Minga's deepest technical and product experts on the customer-facing side — running special projects across the existing base, owning the implementation of product upgrades, and getting pulled in by Account Managers and Account Executives when an account needs implementation-grade depth. Your job is to make sure that work is resourced and prioritized alongside new launches, and delivered to the same standard. What You’ll Do 🚀 Team Leadership & Development Lead, coach, and develop a team of Implementation Managers through 1:1s, project reviews, and direct coaching on active accounts Set clear performance expectations against time-to-value, on-time launch rate, training completion, and handoff quality Build individual development plans; develop IMs into increasingly autonomous, high-quality practitioners Recruit, interview, and onboard new Implementation Managers; own their ramp to independent account ownership Set expectations for IMs to run special projects, product upgrades, and SME support work between launches, each one leaving behind a reusable playbook Capacity & Project Management Manage implementation capacity across the team; match IM workload to the incoming pipeline from Sales and to special-project and upgrade demand from the existing base Prioritize account assignments based on size, complexity, and academic calendar constraints Prioritize special projects — platform migrations, product upgrades, new capability rollouts — and SME requests from Account Management alongside new implementations Maintain visibility across all active implementations; identify at-risk projects and intervene early Track team-level KPIs weekly; forecast on-time launch rates and flag risks to the Director Customer Experience Process, Playbook & Tooling Build and maintain the implementation playbook: project templates, technical configuration guides, training frameworks, and handoff documentation standards Own the technical toolset for implementation, rostering platforms (Clever, ClassLink, OneRoster), SSO configuration, and data validation workflows Drive continuous improvement in implementation speed and quality through process iteration and tooling enhancements Maintain and improve the standards for the written handoff from Implementation to Account Management Maintain a library of playbooks from completed special projects and upgrades so improvements compound across the team Cross-Functional Partnership Partner with the AE team on handoff documentation quality — ensure IMs receive complete handoffs and provide feedback when they don't Work with the Managers, Account Management on the go-live handoff process, and on the SME requests, escalations, and upsell/expansion signals IMs surface from the base Ensure IMs have bandwidth to support Account Executives on trials and technical evaluations when pulled in for implementation-grade depth Bring recurring technical friction points to the Product team as a structured input to the roadmap Report team performance, capacity, and risk to the Director, Customer Experience What Success Looks Like In the first 30 days: Full understanding of the current implementation process, tooling, and team capacity Active implementations reviewed with each IM; risk flags identified and addressed Relationships established with AE team and Account Management In the first 90 days: Implementation playbook reviewed and updated with any identified gaps Capacity model built for current pipeline Individual development plans in place for each IM First special project or upgrade delivered by the team, with a playbook captured Ongoing: Average time to value (contract → go-live): 7 weeks On-time launch rate: x % Training completion rate: x % Handoff quality rating of 4+/5 from Account Management, consistently Special projects and upgrades delivered on schedule, each with a reusable playbook left behind What We Require ✅ 5+ years in SaaS implementation, technical customer success, or onboarding, with at least 2 years in a team management or lead role Deep experience with SSO configuration and rostering integrations (Clever, ClassLink, OneRoster) Proven ability to manage complex, multi-account implementation programs at scale Strong project management skills; experience managing team capacity and cross-account timelines Excellent coaching ability — you can develop IMs ranging from new to experienced Clear, precise written communication — implementation is a documentation-heavy discipline K-12 EdTech experience strongly preferred Who You Are 🌟 A process builder — you see gaps in the playbook and fill them; you leave every workflow cleaner than you found it Technically fluent — you can get into the details of an integration issue or a data mapping problem when your team needs it A great coach — your instinct is to teach the IM how to solve the problem, not to solve it for them Calm under school-calendar pressure — you know launches can't slip, and you plan accordingly Collaborative at the seams — you hold both the AE → IM and the IM → AM handoff to a high standard Mission-aligned — you understand that every on-time launch is a school district getting to the value they signed up for Role Compensation 💰 Manager, Customer Implementation Base Salary: $94,500- $121,500 (90%) Variable : $10,500-$13,500 OTE: $105,000 - $135,000 Sr. Manager, Customer Implementation Base Salary: $112,500 - $139,500 (90%) Variable: $12,500 - $15,500 OTE: $125,000 - $155,000 Compensation Philosophy & Transparency 💰 At Minga, we believe compensation should reflect impact, fairness, and market alignment , supporting our mission to empower educators and students while building a high-performing, people-first culture. Our standard is to pay at or near the midpoint of the range unless there is a clear business rationale to vary. This approach allows for growth and provides room to learn and develop within the role. We also conduct annual compensation reviews in November, which take into account both market benchmarks and individual performance.