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Front is seeking a Senior Implementation Manager to lead complex customer implementations for its customer operations platform. You will own end-to-end engagements spanning discovery, solution design, technical configuration, change management, and adoption across net-new onboarding, enterprise expansion, workflow transformation, and migrations.
As the customer's primary implementation partner and senior advisor, you will uncover business goals, translate complex processes into scalable Front workflows, establish project operating models, lead change and enablement, navigate technical dependencies, and drive measurable value realization. This is a hands-on role requiring independent ownership of high-stakes, multi-workstream engagements while also improving team delivery through playbooks, reusable solutions, and cross-functional coaching.
Key responsibilities include: owning complex implementations from discovery through sustained adoption; advising customer leaders on future-state workflows, operating models, and governance; building project plans, decision frameworks, and stakeholder cadences; leading discovery workshops to uncover business goals and success criteria; guiding solution design involving permissions, integrations, data flows, automations, migrations, APIs, webhooks, and AI capabilities; leading change management and enablement strategies; navigating escalations with calm judgment; partnering across Sales, Solutions, Account Management, Product, Engineering, and Support; turning recurring needs into reusable assets; mentoring team members; and representing the customer voice in product decisions.
Required qualifications: 5+ years leading customer-facing SaaS implementations, professional services, technical programs, or transformation work; proven track record independently owning complex implementations with multiple stakeholders and technical dependencies; strong consultative and systems-thinking skills; excellent project leadership across scope, timeline, governance, risk, and executive communication; demonstrated change-management experience including stakeholder mapping and cutover; strong technical fluency with integrations, permissions, data flows, automations, migrations, APIs, and webhooks; executive presence and communication skills; sound judgment under pressure; evidence of improving services organizations through methodology and enablement; and curiosity about AI and automation.
About Front
SaaS / Enterprise Software — customer operations and shared inbox platform for support and sales teams.
